At Ovelya, we aim to provide a convenient and transparent shopping experience. If you receive a damaged, defective, or incorrect product, please contact our support team promptly so that your request can be reviewed in accordance with this Return & Refund Policy and applicable law.
Please read the following guidelines before placing an order.
1. Return Reporting Window
For damaged, defective, or incorrect products, please contact us within 48 hours of delivery, wherever possible, so that we can investigate the issue promptly.
Certain products may have additional return conditions specified on their product pages.
The reporting window does not remove any mandatory rights or remedies available to customers under applicable consumer protection laws.
2. Return Eligibility
A return request may be eligible for approval when:
The product received is damaged, defective, or different from the item ordered.
The issue is reported within the applicable reporting period.
The product and its packaging are available for inspection, where reasonably required.
The customer provides the order details and supporting information necessary to assess the request.
Products requested for return for other reasons will be assessed according to the applicable product listing, disclosed return conditions, and legal requirements.
3. Damaged, Defective, Missing, or Incorrect Products
If you receive a damaged, defective, missing, or incorrect item, please contact us as soon as possible.
To help us review the issue, please provide:
Your order number.
Your registered name and contact details.
Clear photographs showing the product and any visible damage.
An unboxing video, if available.
A brief description of the issue.
Please retain the product and its packaging until the issue has been reviewed. We may request additional information when reasonably necessary to assess the claim.
An unboxing video can assist in investigating a claim, but the absence of a video will not automatically eliminate any rights or remedies that apply under mandatory consumer protection law.
4. How to Request a Return
To initiate a return or report a product issue:
Email our support team at ovelyacare@gmail.com.
Use the subject line: Return Request – Order #[Your Order Number].
Include your order number and a description of the issue.
Attach relevant photographs and an unboxing video, if available.
Wait for our team to review the request and provide the next steps.
Our team will aim to review requests within 1–2 business days. Additional time may be required if further investigation or information is necessary.
Please do not send products to an address that has not been confirmed by our support team.
5. Refund Process
If a refund is approved, the applicable refund will be processed according to the nature of the claim and applicable law.
Where feasible, refunds will be issued to the original payment method. The time required for the amount to appear in your account may depend on your bank or payment provider.
We aim to initiate approved refunds within 5–7 business days after the relevant approval or inspection stage, as applicable. If a different statutory deadline applies, the statutory deadline will take precedence.
6. Replacement & Exchange
Where appropriate, a replacement or exchange may be offered for a damaged, defective, or incorrect product, subject to availability and applicable law.
If a replacement is unavailable, our team will discuss an appropriate alternative resolution, including a refund where applicable.
7. Return Shipping Charges
Where a return is required because of an error attributable to Ovelya, such as a verified incorrect or defective item, we will communicate the appropriate return shipping arrangement.
For other approved returns, shipping costs and any applicable charges will be assessed according to the disclosed product-specific and order-specific terms, subject to applicable law.
8. Order Cancellation
Orders may be eligible for cancellation before dispatch, depending on the order status.
Once an order has been dispatched, cancellation may not be possible. Customers may contact support for guidance on available options under the applicable return policy and consumer protection requirements.
Where a cancelled order has already been paid for, the applicable refund will be processed.
9. Important Notes
Please provide accurate order details when submitting a claim.
Keep relevant packaging, accessories, and documentation until your request has been resolved.
Product colour and appearance may vary slightly due to lighting, photography, or screen settings.
Product-specific exclusions or conditions will be communicated where applicable.
Nothing in this policy is intended to exclude any mandatory rights available to customers under applicable law.
10. Contact Us
For return, replacement, cancellation, or refund assistance, contact:
