Refund policy

Refund & Return Policy

Because many Oola Scentials products are personalized and made specifically for your event, we are unable to accept returns or exchanges on customized items unless the product arrives damaged, defective, or we made an error with your order.

Personalized Orders

Please carefully review all names, dates, wording, colors, quantities, flavors, and other personalization details before submitting your order.

We are not responsible for errors in personalization details provided by the customer, including spelling mistakes, incorrect dates, or incorrect wording.

If you notice an error after placing your order, contact us as soon as possible. We will do our best to make changes if production has not yet started, but changes cannot be guaranteed once your order is in production.

Cancellations

Personalized orders may only be cancelled before production begins.

Once we have started creating, printing, labeling, or preparing your personalized order, it can no longer be cancelled.

Please contact us as soon as possible if you need to request a cancellation.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or different from what you ordered due to an error by Oola Scentials, please contact us within 7 days of delivery.

Please include:

  • Your order number

  • A description of the issue

  • Clear photos showing the damaged, defective, or incorrect item and packaging

Once reviewed, we may offer a replacement, correction, or refund depending on the situation.

Shipping Damage

Please inspect your package as soon as it arrives.

If your package or products are damaged during shipping, contact us within 7 days of delivery and keep all packaging materials until the issue has been resolved.

Lost or Missing Packages

If tracking shows your package as delivered but you cannot locate it, please first check with household members, neighbors, and your local carrier.

If your package appears to be lost in transit, contact us so we can review the tracking information and determine the appropriate next steps.

Oola Scentials is not responsible for orders shipped to an incorrect address entered by the customer.

Samples

Sample lip balms are intended to help customers review the tube, label style, and product before placing a larger order.

Sample orders are generally not eligible for return or exchange unless they arrive damaged, defective, or incorrect.

Color Variations

Colors may appear slightly different due to monitor and device settings, printing variations, label materials, and normal small-batch production differences.

Minor color variations are not considered defects.

Non-Personalized Items

If Oola Scentials offers non-personalized products that are eligible for return, they must be unused, unopened, and in their original condition.

Please contact us before returning any item. Returns sent without prior approval may not be accepted.

Refunds

Approved refunds will be issued to the original payment method.

Processing times may vary depending on your bank or payment provider.

Original shipping charges are generally non-refundable unless the refund is due to an error by Oola Scentials.

Contact Us

If you have a problem with your order, please contact Oola Scentials as soon as possible so we can review the situation and help resolve it.