Refund policy

Returns & Refund Policy

Theoni Olive Oil | Operated by SAKA LTD

We take pride in the quality of our products. If you are not completely satisfied with your purchase, we are here to help.

1. Return Eligibility

You have 15 days from the date of delivery to request a return. To qualify, your item must meet the following criteria:

  • Condition: Items must be new, unused, and in their original, unopened packaging.
  • Verification: You must provide proof of purchase (e.g., order confirmation or receipt).

2. How to Initiate a Return

Please contact us at theonibrand@sakaltd.co.uk before shipping any items.

  • Approval Required: We must approve your request before you send the item back. Items returned without prior authorization may not be accepted.
  • Method: All returns must be processed via mail.

3. Shipping Costs

  • Change of Mind: If you are returning an item due to a change of preference, return shipping costs are the responsibility of the customer.
  • Defective or Incorrect Items: If your order arrived damaged, defective, or incorrect, please notify us immediately. We will assess the issue and, if confirmed, provide a prepaid shipping label or cover the return costs.

4. Damaged or Incorrect Orders

Please inspect your order upon arrival. If you receive an item that is defective, damaged, or incorrect, contact us immediately so we can evaluate the issue and resolve it through a replacement, exchange, or refund.

5. Non-Returnable Items

For health, safety, and food hygiene reasons, we cannot accept returns for:

  • Opened food products or items with broken seals.
  • Gift cards.
  • Sale or clearance items (unless faulty).
  • Custom or personalized products.

6. Exchanges

We gladly accept exchanges. To receive a replacement quickly:

  1. Contact us at theonibrand@sakaltd.co.uk to request an exchange.
  2. Once approved, return the original item.
  3. We will either ship your replacement or advise you on placing a new order.

7. Refund Process

Once we receive and inspect your returned item, we will notify you of the approval status.

  • Processing Time: Approved refunds are issued to your original payment method within 7 business days.
  • Bank Delays: Please allow additional time for your bank or credit card provider to process the transaction.
  • Support: If you have not received your refund after 15 business days, please contact us at theonibrand@sakaltd.co.uk.

This policy does not affect your statutory rights.