Refund policy

We want you to be completely satisfied with your purchase from Paola EVOO s.r.o. If something isn’t right, we’re here to help.

Returns

We accept returns within 30 days of delivery. To be eligible, items must be unopened, unused, and in their original packaging. Opened bottles of olive oil cannot be returned for health and safety reasons.

To start a return, please contact us at info@heypaola.com. We’ll provide instructions and a prepaid shipping label. Returns must be sent to our warehouse:

Paola EVOO s.r.o.
Přístavní 11
170 00 Prague
Czech Republic

Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon arrival and contact us immediately if your item is defective, damaged, or incorrect. We’ll ask you to send a photo of the product as received so we can quickly evaluate the issue.

If approved, you may choose between:

  • A replacement product, sent at no cost, or

  • A refund for the product price. (Refunds include shipping if your order originally qualified for free shipping.)

Non-Returnable Items

  • Opened bottles of olive oil

  • Sale items

  • Gift cards

Exchanges

If you’d like to exchange your item for something else, please reach out to us at info@heypaola.com.

European Union 14-Day Cooling-Off Period

If your order is shipped into the European Union, you have the legal right to cancel or return it within 14 days without giving a reason. As above, the item must be unopened, unused, and in its original packaging.

Refunds

Once we receive and inspect your return, we’ll notify you of the outcome. If approved, you’ll be refunded via your original payment method within 10 business days. Please note that your bank or card provider may take additional time to process the refund.

If more than 15 business days have passed since we approved your return, please contact us at info@heypaola.com.