Refund and Returns Policy

If a customer perceives a product purchased from Paul Oliver as defective, Paul Oliver may offer an exchange for the product at its discretion, subject to the following policy terms: When you make a purchase with Paul Oliver, we assume that you have placed your trust in us and have understood our terms and conditions regarding cancellations, returns, and refunds. The following are the terms and conditions for returns:

To initiate a return or exchange request for a defective product, customers must promptly email an uninterrupted unboxing video of the product to contact@pauloliver.in upon receiving the parcel. The product must have the original label/tag attached to it.

We will only accept return or exchange requests for products that are in a saleable condition, with intact tags, in their original packaging, and in an unused and undamaged condition. The refund or replacement of goods/merchandise is subject to inspection and evaluation by the Paul Oliver team.

Any product that is damaged due to customer negligence, improper usage, or application is not eligible for return or exchange under our policy. Items purchased during promotional offers are not eligible for exchange or return.

Please note that the refund value of your order does not include Cash on Delivery charges and shipping charges, as these are non-refundable.

If you wish to return a part of your order, you may do so when multiple items are purchased in a single order. The returned product must include all components, as well as any complimentary gifts or products that were included with it.

Once you have placed a return request with Customer Service, you will receive a confirmation email. The customer is solely responsible for bearing the return courier charges. Once the item is received at our warehouse, it undergoes a product inspection process that takes approximately 2 days. Typically, refunds or exchanges are initiated within 2 days after the product inspection. The timing of the payment receipt depends on the chosen payment method. In the case of an exchange, we strive to deliver the replaced product to the customer within one week.

For refunds, if the payment was made by Credit Card or Net-Banking, we can credit the amount back to the Credit Card or Net-Banking account. If the payment was made by Cash on Delivery, the money will be transferred to your bank account. Refunds are typically initiated within 2 days of the product inspection. The expected timeline for the refund to reflect in your account is within 10 working days.

We will provide information about the refund status through emails at each step of the returns process. Please check for the latest updates from us in your email. The time taken for the refund to appear in your account may vary depending on the chosen refund method. If you haven’t received any updates from us, please contact us via email or phone.

Exchanged products are dispatched as soon as the returned item/s pass the product inspection. Generally, we aim to complete this process within 48 hours of receiving the returned product. In the event of any unexpected delays, we will notify you via email and/or SMS.

The value of your exchange order should be equal to or higher than the value of the returned item/s. There is no charge for an exchange. Please return the original item and exchange it for an item/s of the same or higher value. If you choose an item of higher value, you can pay the differential amount in cash on delivery (COD). COD charges and shipping charges are non-refundable.

The exchange will be considered based on the exact amount paid by the customer for the defective product. For items purchased during an End of Season Sale (EOSS), the discounted MRP will be considered, not the actual MRP of the product.

The inspection and decision made by the support team at Paul Oliver will be final and binding.