Refund policy

Last Updated: March 15, 2026

1. OVERVIEW

At Ola Mate LLC, we take great pride in the quality of our products and the care we put into every shipment. We inspect and pack each order to ensure it arrives in perfect condition. This Refund Policy governs all purchases made directly at www.olamate.com (the "Website") and explains your rights in the event that your order does not meet our standards.

By placing an order on our Website, you acknowledge that you have read, understood, and agreed to the terms of this Refund Policy.

2. ALL SALES ARE FINAL — GENERAL POLICY

Because our products are consumable and perishable, and because we prioritize the health, safety, and quality experience of our entire community, all sales are final.

We do not offer refunds, replacements, or exchanges for the following reasons:

  • Change of mind or personal preference;

  • Taste preferences or dissatisfaction with flavor;

  • Product expiration that occurs after the date of delivery;

  • Failure to use the product before the best-by date;

  • Purchases made through retail partners, third-party marketplaces, or distributors (please contact the respective seller directly for those purchases).

This policy applies exclusively to orders placed directly on www.olamate.com. Ola Mate is not responsible for resolving disputes arising from purchases made through third-party retailers or platforms.

3. DAMAGED, DEFECTIVE, OR INCORRECT ORDERS

While our all-sales-final policy applies to most situations, we make exceptions for orders that arrive damaged, defective, or incorrect. If your order does not arrive in the condition you expected, we want to make it right.

3.1 Reporting Window

All damage, defect, or incorrect item claims must be reported to us within thirty (30) calendar days of the confirmed delivery date. Claims submitted after this period may not be eligible for a refund or replacement.

3.2 How to File a Claim

To initiate a claim, please contact us at support@olamate.com and include the following information:

  • Your order number;

  • The Lot Number of the affected product (located on the bottom of each can). This information is critical for our internal quality control process and helps us trace and investigate affected product batches;

  • A clear photograph or photographs of the damaged, defective, or incorrect item(s);

  • A brief description of the issue.

3.3 Product Condition Requirements

To be eligible for a refund or replacement under this section:

  • The affected products must remain unconsumed at the time of the claim;

  • Please retain the original packaging and all shipping materials (including the outer shipping box and any internal packaging), as we may need them to file a claim with the carrier;

  • For safety and regulatory reasons, please do not return any products to us unless our support team specifically requests you to do so for inspection purposes.

3.4 Resolution Options

Upon review and verification of an eligible claim, we will, at our sole discretion, offer one of the following resolutions:

  • A full or partial refund of the product cost to your original payment method; or

  • A replacement shipment of the affected products.

We are committed to resolving all verified claims promptly and fairly.

4. SHIPPING FEES

Original shipping fees are non-refundable in all cases except where the error is attributable to Ola Mate (e.g., incorrect item shipped, carrier damage resulting from inadequate packaging on our end). If a refund is issued due to a company error, we will refund both the product cost and any applicable original shipping fees.

Return shipping costs, if applicable, will be covered by Ola Mate only when our team specifically requests the return of a product for inspection.

5. REFUND PROCESSING

Once your claim has been reviewed and approved:

  • Refunds will be issued to the original payment method used at the time of purchase;

  • Please allow up to ten (10) business days for the refund to be processed and reflected in your account;

  • Processing times may vary depending on your financial institution or payment provider.

If you have not received your refund within ten (10) business days of approval, please first check with your bank or credit card company. If the issue persists, contact us at support@olamate.com.

6. MISSING OR LOST PACKAGES

If your tracking information shows a status of "Delivered" but you have not received your order, we recommend the following steps before contacting us:

  • Check with neighbors, building management, or any secure location on your property where packages may have been left;

  • Contact the carrier directly to initiate an investigation or package trace.

If your package is still unaccounted for after forty-eight (48) hours from the delivery notification, please reach out to us at support@olamate.com and we will do our best to assist you. Please note that Ola Mate is not responsible for packages reported as delivered to the address provided at checkout but not received by the customer due to theft or loss after delivery.

7. PRE-ORDERS

If you place a pre-order for a product that is not yet available for immediate shipment:

  • You may cancel your pre-order and receive a full refund at any time before a shipping label has been created for your order (the "In Motion" stage);

  • Once a shipping label has been created, the order is considered finalized and the standard all-sales-final policy applies;

  • If your pre-order is significantly delayed beyond the estimated shipping date communicated at the time of purchase, you are entitled to request a full refund regardless of the order status.

To cancel a pre-order, contact us at support@olamate.com as soon as possible.

8. SUBSCRIPTION ORDERS

Refund eligibility for subscription orders is governed by this Refund Policy in the same manner as one-time purchases. If a subscription shipment arrives damaged or defective, please follow the claims process outlined in Section 3 above.

For questions about cancelling, pausing, or modifying your subscription, please refer to our Subscription Policy or log in to your Ola Mate Account Portal at www.olamate.com.

9. AMENDMENTS TO THIS POLICY

Ola Mate LLC reserves the right to update, modify, or amend this Refund Policy at any time. Changes will become effective upon posting to the Website. We encourage you to review this policy periodically. Continued use of the Website following the posting of any changes constitutes your acceptance of those changes.

10. CONTACT US

For all refund, damage, or return inquiries, please contact our Customer Support team:

Ola Mate LLC
229 East Market Street
Long Beach, NY 11561
Email: support@olamate.com
Phone: 516-225-5321
Website: www.olamate.com/pages/contact