Return & Refund Policy

Last Updated: November 11, 2026

At Olttree, we want customers to have a clear understanding of their options when a purchase does not meet their expectations.

This policy explains how to request a return, the conditions applicable to beauty and personal care products, return shipping responsibilities, and the procedures for receiving a refund.

Olttree is operated by Shaanxi Chenrun Daohao Technology Co., Ltd.

1. Return Request Period

Customers may request a return for eligible purchases within 90 calendar days from the date the order is delivered.

To begin the process, please contact our support team within this period.

Return eligibility will be reviewed based on the reason for the request, the product condition, and any applicable product-specific restrictions.

Certain beauty and personal care products may be subject to hygiene or safety-related return limitations. Any applicable restrictions will be communicated where relevant and will not override mandatory consumer protection rights.

2. Product Condition and Eligibility

For returns based on personal preference or a change of mind, products should generally meet the following requirements:

  • Items must remain unused and undamaged.

  • Products should be unopened where applicable.

  • Hygiene seals and protective packaging should remain intact where applicable.

  • Original packaging should be included where available.

  • Any supplied accessories or product components should be returned.

  • The original order number or valid proof of purchase must be provided.

Products that have been opened, applied, consumed, or used may be subject to hygiene-related restrictions where legally permitted.

However, these preference-based conditions do not prevent customers from reporting items that arrive defective, damaged, incorrect, incomplete, or materially inconsistent with their descriptions.

3. How to Submit a Return Request

To request a return, please email service@olttree.com with:

  • Your order number.

  • The email address used during checkout.

  • The product you wish to return.

  • The reason for the request.

  • Relevant photographs or videos, if applicable.

Our team will assess your request and explain the available options.

Please wait for confirmation and return instructions before shipping anything back.

If photographs or videos are unavailable, contact us to discuss alternative ways to review the issue.

4. Return Address and Authorization

After your request has been approved, we will provide the designated return address and shipping instructions.

The authorized return destination may be different from our registered company address.

Please do not send products to our registered business address unless our customer support team has expressly confirmed that it is an approved return location.

We recommend keeping your return receipt and tracking details until the matter has been resolved.

5. Return Shipping Costs

Change-of-Mind Returns

For eligible returns resulting from personal preference or a change of mind, customers are responsible for the return shipping expense.

Original outbound shipping charges are generally non-refundable unless applicable law requires otherwise.

Olttree does not charge an additional restocking fee.

Damaged, Defective, or Incorrect Products

If a beauty or personal care product arrives damaged, defective, incorrect, incomplete, or materially different from its advertised description, please contact our support team.

We will review the issue and offer an appropriate solution, which may include a replacement, refund, or authorized return.

If the item must be returned, we will arrange or cover the necessary return shipping expense.

Please contact us before purchasing return postage so that we can confirm the correct arrangement.

For approved full-order refunds resulting from these issues, any original shipping fee paid will also be refunded.

6. Missing Items or Components

If your parcel is missing a purchased product or an advertised component, please notify us with your order number and details of the missing item.

We will review the fulfillment records to determine whether the product was shipped separately or omitted from the package.

If the missing item is confirmed, we will arrange an appropriate replacement or refund without additional charges.

You will not be required to return products that were never delivered.

7. Order Changes and Cancellations

If you need to change or cancel an order, please email service@olttree.com as early as possible.

Include your order number, checkout email address, and the details of your request.

We will check whether the order can still be modified or canceled before dispatch.

Once fulfillment has progressed or the package has been transferred to the carrier, changes may no longer be possible.

For cancellations successfully confirmed before dispatch:

  • No cancellation fee will be charged.

  • The full amount paid will be refunded.

  • Any original shipping fee paid will be included.

  • The refund will be submitted to the original payment method within 5–10 business days after cancellation confirmation.

For orders already dispatched, eligible returns may be requested after delivery.

8. Return Review and Refund Confirmation

Once an authorized return arrives at the designated destination, we will review the product and assess its condition against the applicable return requirements.

We will notify you after the inspection has been completed.

If a full refund cannot be approved, we will explain the reason for the decision.

All approved refunds will be sent to the original payment method used at checkout.

9. Refund Processing Time

The usual processing periods are:

  • Approved returns: 5–10 business days after the returned product is received and inspected.

  • Refunds without a return requirement: 5–10 business days after approval.

  • Pre-dispatch cancellations: 5–10 business days after cancellation confirmation.

These periods refer to our refund processing. Your bank, card issuer, or payment provider may need additional time to display the funds.

10. Refund Enquiries

If a refund has not appeared within the expected period, we recommend:

  1. Checking the original payment account or card.

  2. Contacting your bank or payment provider to check whether the refund is pending.

  3. Emailing service@olttree.com with your order number for further assistance.

For security purposes, do not send passwords, verification codes, or complete payment card information to our customer support team.

11. Consumer Protection

Nothing in this policy is intended to exclude or limit consumer rights or legal remedies that cannot lawfully be waived or restricted.

Any mandatory rights provided under applicable consumer protection laws remain unaffected.

12. Customer Support and Company Details

For return, refund, cancellation, or product-related enquiries, contact:

Brand Name: Olttree

Company Name: Shaanxi Chenrun Daohao Technology Co., Ltd.

Email: service@olttree.com

Phone: +86 18392968228

Business Address:

Room G165, Room 412, Unit 2, Building 6, Phase II, Linkong Industrial Park, Konggang New City, Xixian New Area, Shaanxi Province, China.

Please include your order number and checkout email address when contacting us about an existing purchase.

Our registered company address is not an authorized return destination unless our support team has expressly confirmed otherwise.