FAQ – Frequently Asked Questions

It depends on where you live. OlyLife offers a 10 working day cooling-off period only in countries where it has a local office. Right now those are Malaysia, Indonesia, Thailand and Singapore.

To qualify, both your nationality and your registered mailing address must be in one of those four countries. If either one is elsewhere, OlyLife’s policy does not give a cooling-off period. That includes customers in Australia.

Your rights under your own country’s consumer law still apply. In Australia, the consumer guarantees under the Australian Consumer Law can’t be excluded. (Read more here: https://drummrollwellness.com/terms-and-conditions/)

You have until midnight on the tenth working day after purchase to cancel. Email OlyLife at cs@olylifeintl.com within that window and they will cancel and refund your order, whatever the reason.

There’s one catch. Your goods are held back until the eleventh working day. If you ask OlyLife to send your order sooner, you give up the cooling-off right. If you don’t cancel within the ten working days, the right expires on day eleven.

Yes, within 30 days of the invoice date, as long as the product meets OlyLife’s conditions. It must be:

• unopened and in its original condition
• clean, in good condition and fit to resell
• for consumables, at least six months from its expiry date

You’ll need a Product Return Form and your invoice or payment advice. OlyLife refunds by bank transfer or cheque, and any transfer fees come out of your refund.

OlyLife won’t accept returns of:

• products bought more than 30 days ago
• consumables with less than six months until expiry
• discontinued products
• marketing materials
• products with missing or incorrect paperwork
• products damaged on purpose, misused or stored incorrectly

Talk to us before you send anything back. We’ll help you with the form and make sure your return is set up properly first.

No. OlyLife doesn’t exchange products once sold. The one exception is a product that’s faulty through no fault of the owner. That’s handled under the warranty (see below).

Check your order as soon as it arrives. We strongly suggest you film the whole unboxing, from the sealed box to every part laid out. OlyLife asks for a complete unboxing video to process any damage or missing-parts claim.

Then tell us straight away, or email your video to OlyLife at logisticcs@olylifeint.com. OlyLife’s policies set different deadlines for this in different documents. One says to report problems within three days of receiving your order. Another says within 14 days of dispatch. To stay safe, let us know within three days of delivery. Claims made after the 14-day window are treated as paid services.

Warranty periods count from the day OlyLife dispatches your order:

• All products on this site: 24 months
• Repaired units: 90 days from the date the repaired unit ships back to you
• Replacement units: the rest of your original warranty, or 90 days, whichever is longer

OlyLife repairs or replaces products free of charge when they stop working properly through no fault of the owner.

The warranty doesn’t cover:

• normal cosmetic wear and tear
• physical breakage or damage from misuse or external force
• promotional gifts (repairs are available for a fee)
• accessories beyond replacement (ask us for details)

You’ll void the warranty if you open or take apart the device yourself. The same applies if the serial number is changed, damaged or unreadable. Any faulty parts replaced under warranty become OlyLife’s property.

Get in touch with us or contact OlyLife After-Sales directly. (Read more here: https://drummrollwellness.com/olylife-warranty-information/) Please include:

• your OlyLife member ID
• a short description of the fault
• a video that shows the device from switched off, then clearly shows the fault, and ends with the serial number on the device

OlyLife’s technicians review claims within five working days. It can take longer if they need to test the device in person.

Please don’t post anything until OlyLife approves the claim. When they do, send only the faulty part they ask for. If you send the whole unit without approval, you’ll pay any extra postage. Send OlyLife the tracking number as soon as it’s on its way.

You pay to send the faulty item to OlyLife’s service address, and you carry the risk while it’s in transit. OlyLife pays to send the repaired or replacement unit back to you.

OlyLife confirms the service address when they approve your claim. Any change to your delivery address must stay within the country you originally ordered from.

OlyLife offers paid repairs. Confirm the repair cost with After-Sales before you send anything. Repairs are usually finished and returned within 30 working days of OlyLife receiving the item.

No. You can contact OlyLife After-Sales directly if you prefer, but we’re happy to help with any return, claim or question. Get in touch and we’ll walk you through it. For how ordering, payment and shipping work, see our guide to how buying works.