Refund policy

Refund & Return Policy

Last Updated: August 2026

At Olson Gray (operated commercially under Feedflow), we are committed to providing a transparent, fair, and seamless shopping experience. We serve customers across the Netherlands (NL), Denmark (DK), United Kingdom (UK), United States (US), and Canada (CA).

Our policy operates on a two-layer structure: your statutory legal consumer rights under applicable laws, complemented by our voluntary 30-day commercial return policy.

Policy Overview Summary

Region Policy Type Window Return Shipping Standard Delivery Refund
EU (NL & DK) Statutory Right of Withdrawal 14 Days from Delivery Customer Responsibility Refunded
United Kingdom (UK) Statutory Cancellation Right 14 Days from Delivery Customer Responsibility Refunded
US & Canada (CA) Voluntary Commercial Policy 30 Days from Delivery Customer Responsibility Non-Refundable
EU & UK Extended Voluntary Extension (Days 15–30) 30 Days Total Customer Responsibility Non-Refundable
Defective / Incorrect Statutory Warranty & Guarantee Legal Warranty Period Olson Gray Pays Fully Refunded / Replaced

1. Statutory Consumer Rights (EU & UK)

EU Consumers (Netherlands & Denmark) — Statutory Right of Withdrawal

Under EU Consumer Law, buyers in the Netherlands and Denmark have a statutory right to cancel their purchase without giving any reason within 14 days from the date of physical delivery.

  • Inspection Right: You are entitled to open and inspect the product to determine its nature, characteristics, and functioning, similar to how you would in a retail store. If the product is used beyond what is necessary for inspection, a deduction for loss of value may apply.
  • Delivery Cost Refund: Upon a valid statutory withdrawal, we will refund the purchase price plus the cost of our standard outbound delivery. Express or priority shipping add-ons are non-refundable.
  • Return Shipping Cost: You are responsible for paying direct return shipping costs, provided you were informed prior to purchase.
  • Refund Timeline: Statutory refunds will be issued within 14 days of receiving your cancellation notice, provided we have received the returned goods or valid proof of return shipment.

UK Consumers — Statutory Cancellation Rights

Under the UK Consumer Contracts Regulations 2013, UK buyers have a statutory right to cancel their order within 14 days from the date of receipt.

  • Standard outbound postage costs will be refunded upon cancellation.
  • Customers are responsible for return shipping back to our UK return facility in London.
  • Refunds will be processed within 14 days of receipt of the returned item or proof of postage.

2. Voluntary 30-Day Commercial Return Policy

In addition to statutory rights, Olson Gray voluntarily offers a 30-day commercial return policy to all customers in the United States, Canada, the United Kingdom, Denmark, and the Netherlands (for EU/UK customers, this applies from day 15 to day 30).

To qualify for a voluntary return under our 30-day policy:

  • Items must be unworn, unwashed, and in their original, resalable condition.
  • Items must include all original packaging, tags, labels, and accessories.
  • Outbound shipping fees are non-refundable under the voluntary policy window.
  • No restocking fees ($0.00 / €0.00 / £0.00) are charged.

3. Defective, Damaged, or Non-Conforming Items

Our commercial 30-day window does not restrict or override your statutory consumer warranty rights. Under EU law (min. 2-year legal warranty) and the UK Consumer Rights Act 2015, consumers are entitled to remedies if goods arrive defective, damaged, or not as described.

  • If your item arrives damaged or defective, email info@olsongray.com immediately with your order number and clear photographic/video proof.
  • Upon verification, Olson Gray will provide a prepaid return label or cover the return shipping costs, and issue a full refund or send a free replacement.

4. Assigned Return Addresses & Logistics Routing

To ensure accurate processing, returns are routed to specific facilities depending on your destination region. All returns must be pre-authorized by contacting info@olsongray.com before dispatching your package.

United Kingdom (UK) Returns

Olson Gray Returns
152 City Rd
London EC1V 2NX
United Kingdom
(Assigned UK Return Facility)

All Other Returns (NL, DK, US, CA)

Recipient: Olson Gray Returns c/o Lansy / CHN SNG092711
Address Line 1: No. 160 Nijiayan Road
Address Line 2: Jiangbei District
City / Province: Ningbo, Zhejiang 315000
Country: China (CHN)
(International Logistics Hub)

Important Address Warning

Our administrative office in Assen, Netherlands is NOT a return facility. Unsolicited packages sent to our Dutch registered office cannot be accepted, inspected, or refunded. Returns dispatched without prior email authorization and assigned RMA numbers may experience severe delays or rejection.

5. How to Initiate a Return & Refund Timelines

  1. Request Authorization: Email info@olsongray.com stating your order number, items to return, and reason for return.
  2. Receive Authorization Code & Address: Support will confirm whether your return falls under statutory or voluntary guidelines and provide your specific RMA code and assigned regional return address.
  3. Pack & Ship: Securely pack the merchandise. We strongly recommend using a tracked courier service, as Olson Gray cannot issue refunds for returned items lost in transit without tracking proof.
  4. Refund Execution:
    • Statutory Returns (EU/UK): Processed within 14 days of receiving your cancellation request or proof of return postage.
    • Voluntary Commercial Returns: Inspected and processed within 7 business days of physical arrival at the assigned warehouse.

Olson Gray | Support & Operating Entity

Email: info@olsongray.com | Tel: +31-621197804

Hours: Mon–Fri: 9:00 AM – 8:00 PM | Sat: 9:00 AM – 5:00 PM | Sun: Closed

Parent Operating Entity

Feedflow
Wolgastraat 17, 9406RX Assen, Netherlands
Dutch Chamber of Commerce (KvK): 88470520
(Administrative Office Only — No Public Returns Accepted)