Exchange Policy

Last Updated: February 2026

Effective Date: February 1st, 2026

This Exchange Policy applies to all purchases made from Olaya. By placing an order, you agree to the terms outlined below. This Policy should be read together with our Terms of Service.

1. Overview

Olaya operates a strict No Returns and No Refunds policy. All sales are final. We do not offer refunds for any purchase under any circumstances. However, we offer free exchanges under specific conditions to ensure you receive the correct item.

2. Eligibility for Exchanges

You may request a free exchange only if:

  • The item received is the wrong size
  • The item is defective or damaged
  • The item received is incorrect (does not match order)

Requests must be made within the 5-day timeframe specified below.

We do not accept exchanges for:

  • Change of mind
  • Color or design variation due to screen differences
  • Items damaged due to misuse or improper care
  • Items marked as final sale

3. Exchange Request Timeframe

Exchange requests must be submitted within 5 days of receiving the item.

Requests made after this period will be rejected.

4. Condition of Items

Items submitted for exchange must:

  • Be unused and unworn
  • Be in original condition
  • Include original tags, packaging, and accessories

We reserve the right to refuse exchanges if items do not meet these conditions.

5. Preorders and Limited Drops

Items sold as preorders or limited drops are subject to the same exchange conditions (wrong size, defective, or incorrect item only). If a replacement is not available due to stock limitations, we may, at our discretion, provide a refund or store credit.

6. Exchange Process

Once your exchange request is approved, we will arrange for the collection of the original item and delivery of the replacement. If the exchange is due to an error on our part (defective, wrong item) or a sizing issue, this service is provided free of charge.

7. Refunds

ABSOLUTELY NO REFUNDS. We do not provide refunds to the original payment method under any circumstances. If an exchange is approved but cannot be fulfilled due to lack of stock, a Store Credit voucher will be issued for the full value of the item.

8. Order Cancellations

Orders cannot be cancelled once payment has been successfully processed, except where required by law or where Olaya cancels the order due to stock issues or operational errors.

9. How to Request an Exchange

To request an exchange, contact: hello@olaya.com.lk

Please include:

  • Order number
  • Reason for the request (e.g., Wrong Size, Defective)
  • Clear photos if the item is defective or damaged

10. Inspection and Approval

All items are subject to inspection upon receipt. Approval of exchanges is at Olaya’s reasonable discretion.

11. Consumer Rights

This Policy does not affect your statutory rights under Sri Lankan consumer protection laws.

12. Policy Changes

Olaya reserves the right to update or modify this Exchange Policy at any time.

13. Contact

For questions regarding exchanges, contact: hello@olaya.com.lk