Refund policy

You can return an OLA product for 30 days from the day you receive it, and we pay the return costs. This policy explains how to do it and when you get your money back. It is part of our terms and conditions of sale. OLA is a brand operated by GROUPE NEXT SAS, 3 allée des Châtaigniers, 95390 Saint-Prix, RCS Pontoise 991 963 364.

In short

  • Time limit: 30 days from receiving your order. This period includes your legal right of withdrawal of 14 days.
  • Return costs: paid by us. After your request, we email you how to proceed so that the return costs you nothing.
  • Return address: we email it to you after your request. Do not send anything back before that message, and nothing to our registered office.
  • Condition of the product: complete, in its packaging.
  • Refund: to the payment method used for the order, no later than 14 days after we receive your return.
  • Contact: support@ola-product.com, reply within 2 working days.

1. Your legal right of withdrawal (14 days)

Under Articles L221-18 et seq. of the French Consumer Code, you have 14 calendar days to withdraw from your purchase, without giving any reason.

  • Start date: the day after you (or a person you have designated, other than the carrier) receive the product. If your order contains several products delivered separately, the period runs from receipt of the last one.
  • How to withdraw: write to us before the end of this period at support@ola-product.com or by post to GROUPE NEXT SAS, 3 allée des Châtaigniers, 95390 Saint-Prix, France, stating clearly that you are withdrawing and giving your order number. You can use the model form at the bottom of this page, but you do not have to.
  • Online: you can also withdraw online: Withdraw from contract here
  • As soon as you write to us, we confirm by email that we have received your request. For an online withdrawal, you receive an acknowledgement of receipt showing the content of your statement and the date and time it was sent. That email contains the return instructions and the address to send the product back to.
  • You can withdraw even before you have received your parcel.

Exceptions to the right of withdrawal

The law excludes the right of withdrawal for a few categories of products (Article L221-28 of the French Consumer Code). None of them applies to the products we sell: the right of withdrawal applies to all our products.

2. Returns up to day 30

Beyond the legal withdrawal, OLA gives you 16 more days, up to the 30th day after receipt, to ask us to take a product back. For this period, we ask that the product be:

  • complete, with its accessories and instructions;
  • in its packaging;
  • in a condition that allows resale.

If the condition of the product does not match, we tell you with photos and you choose between having the product collected at our expense and accepting a refund reduced by the loss in value found.

3. How to return a product

  1. Make your request before the end of the 30 days: online (Withdraw from contract here) for a withdrawal, or by email to support@ola-product.com, with your order number, the product(s) concerned and, if you wish, the reason.
  2. Receive our instructions. Within 2 working days, we email you the return address and how to proceed so that the return is at our expense.
  3. Pack the product carefully, with all its parts, in its packaging. A poorly protected product can be damaged during the return.
  4. Hand the parcel to the carrier within 14 days of your message. Keep the proof of shipment and the tracking number.
  5. Wait for the refund. We notify you by email when we receive the parcel.

Please do not send a product back without writing to us first: the return address is sent to you by email, and a parcel with no reference takes longer to identify. Do not send anything to the registered office address. Do not send the product back to the manufacturer.

4. Return costs

Return costs are paid by us for all products and in all cases: withdrawal, return up to day 30, defective, damaged or wrong product. No flat-rate deduction (handling or restocking fee) is applied to a return.

5. Refund

  • Amount: the price paid for the returned products, plus the delivery costs paid when you ordered (delivery is free). If you return only part of the order, we refund the returned products. If a discount was applied, we refund the price actually paid.
  • Payment method: the same as for your order, at no cost to you. We refund by another method only if you expressly agree to it with us.
  • Time: no later than 14 days after we receive the returned product (or after you give us proof of shipment, if earlier). Checking the parcel does not delay this period.
  • Loss in value: during the 14-day legal period, you can open and try the product as you would in a shop, to check its nature, characteristics and proper functioning. We can deduct only the loss in value caused by handling that goes beyond this trial (wear, scratches, missing parts).
  • Delivery protection: if you kept it in your cart, its price is refunded in the cases listed in section 9.
  • Bank: once the refund is issued, your bank may take a few days to show it. If you see nothing after that, check your account first and contact your bank, then write to us.

6. Defective, damaged or wrong product

If your product arrives damaged, does not work, or does not match your order or its description, you benefit from the 2-year legal guarantee of conformity and the guarantee against latent defects. They are set out in Article 10 of our terms and conditions of sale. No reporting deadline is held against you under these guarantees: write to us as soon as possible with your order number and a few photos or a short video, which lets us reply faster. Depending on the case, we exchange or repair the product; if that is not possible, we refund you or reduce the price, as provided by law.

7. Exchanges

To get a different model, the simplest way is to return the product following the procedure above and then place a new order. A defective or wrong product, on the other hand, is exchanged directly.

8. Cancellation before shipping

If your order has not shipped yet, write to us: we cancel it and refund you in full. If it is already on its way, you can withdraw as soon as you receive it, as explained above.

9. Parcel not received and delivery protection

A lost or late parcel, or one marked "delivered" but not received, does not oblige you to do anything: we contact the carrier, then we reship the product or refund you, at your choice. See the shipping policy.

Delivery protection is an optional service at €19.99 including tax per order, offered in your cart: you choose whether to add it before paying. If you kept it, we reship a new product free of charge without waiting for the carrier's investigation to end (parcel lost, damaged in transit or shown as delivered but not received), or we refund you if the product is no longer available. Its price is refunded if the order is cancelled before shipping, or if you withdraw from the whole order; it does not reduce your legal rights in any way, and its full terms are in Article 8 of our terms and conditions of sale.

10. Model withdrawal form

Complete and send this form only if you wish to withdraw from the contract. Using it is optional: a clear statement online, by email or by post is enough.

To GROUPE NEXT SAS (OLA), 3 allée des Châtaigniers, 95390 Saint-Prix, France, support@ola-product.com:

I hereby give notice that I withdraw from my contract of sale of the following goods:

  • Ordered on / received on (*):
  • Order number:
  • Product(s) concerned:
  • Name of consumer(s):
  • Address of consumer(s):
  • Signature of consumer(s) (only if this form is notified on paper):
  • Date:

(*) Delete as appropriate.

11. Mediation

In accordance with Articles L612-1 et seq. of the French Consumer Code, you may use a consumer mediator, free of charge, to settle a dispute with us amicably. Before you do so, please write to us at support@ola-product.com: we reply within 2 working days.

Last updated: 28 October 2026.