Thank you for your review. We’d like to clarify several points so that the information presented here is accurate for readers.
Your dress was purchased during our Moving Sale with a 20% discount, and an additional WELCOME10 code was applied at checkout. This resulted in a total discount exceeding 15%.
As clearly stated in our publicly available Returns & Refunds Policy, orders discounted beyond 15% are eligible for store credit only, not a cash refund. In accordance with this policy, your return was processed as an exchange to store credit, which is the correct and consistent resolution.
The statement that our policy allows a full refund in this scenario is incorrect. While the WELCOME10 code on its own is eligible for refunds, this does not apply when combined with additional sale discounts, as outlined in the policy.
As a small, independent business, we cannot absorb the combined costs of significant discounts, outbound shipping, return shipping, return processing, and full cash refunds on heavily discounted sale items. This policy exists to ensure fairness and sustainability and is applied consistently across all orders.
We acknowledge that return outcomes can be disappointing. However, we respectfully disagree with the claims made here and confirm that your return was handled in line with our stated policy.
Kind regards,
Liv
Founder, Olive & Oath
