Refund policy

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags and in its original packaging. You will also need your order number or proof of purchase.

To start a return, email us at sales@olvantraintl.com with your order number and a short description of the issue. If your return is approved, we will confirm the return address and the next steps by email. Items sent back to us without first requesting a return cannot be accepted.

Damages and issues

Please inspect your order on delivery and contact us straight away if the item is damaged, defective or not what you ordered, so that we can put it right.

Exceptions

Certain items cannot be returned, including personal care and hygiene goods, opened consumables such as litter and pee pads, and custom or special orders. Sale items and gift cards cannot be returned. Please get in touch if you have a question about a specific item.

Exchanges

The fastest way to exchange an item is to return the one you have and, once the return is approved, place a new order for the item you want.

Refunds

Once we have received and inspected your return, we will let you know whether the refund has been approved. Approved refunds are issued in AED to your original payment method within 10 business days. Your bank or card provider may need additional time to post the refund to your account.

If more than 15 business days have passed since we approved your refund, email us at sales@olvantraintl.com and we will look into it.