Refund policy
Yes. Delete the original Shopify-generated 30-day section entirely because it duplicates and contradicts your 14-day policy. Paste only this cleaned final version:
Return & Refund Policy
At O.V.A., we carefully select the products offered in our store and want customers to feel confident when placing an order. Please review this policy before purchasing.
Return Eligibility
Return requests for eligible Shopify orders must be submitted within 14 calendar days of confirmed delivery.
To qualify for a return, the product must be:
- Unused, unworn and unopened
- In its original packaging
- In the same condition in which it was received
- Complete with all accessories, components and materials
- Accompanied by valid proof of purchase
Items that have been opened, used, worn, tried on, altered, damaged after delivery or returned with missing packaging or components will not be accepted.
Submitting a return request does not guarantee approval. All requests are reviewed individually, and returned products are subject to inspection.
Beauty, Personal-Care and Hygiene Products
For health and hygiene reasons, beauty and personal-care products are final sale once opened, used, tried on or removed from their protective or hygienic packaging.
This includes, but is not limited to:
- Press-on nails and nail accessories
- False eyelashes and lash products
- Skincare and personal-care products
- Facial tools and beauty devices
- Hair products and accessories that come into direct contact with the body
Unopened, unused and otherwise eligible products may be considered for return when the request is submitted within 14 calendar days of delivery.
How to Request a Return
Before returning any product, email shop.ova.hq@gmail.com and include:
- Your full name
- Your order number
- The product you wish to return
- The reason for the return
- Clear photographs of the product
- Clear photographs of the original packaging
Returns must be approved before being shipped. Products returned without prior authorization will not be accepted or refunded.
Once a return is approved, O.V.A. will provide the correct return instructions and return address.
Do not send a return to the address shown on the original shipping label. Orders may be fulfilled through different warehouses, and the original shipping location might not accept returns.
O.V.A. does not publish one general return address because the correct return location may vary by product and fulfillment partner.
Required Photo and Video Evidence
Photo evidence is required for claims involving damaged, defective, incorrect, incomplete or missing orders.
Required evidence may include:
- A clear photograph of the entire product
- Close-up photographs clearly showing the reported issue
- Photographs of the original packaging
- A clear photograph of the shipping label
- Photographs showing all products and contents received
Photographs must be clear, unedited and taken in adequate lighting.
O.V.A. may request additional photographs, video evidence or an unboxing video when necessary to verify a claim.
Claims submitted without sufficient evidence may be denied. Customers must keep the product, original packaging, shipping label and all included materials until the claim has been fully resolved.
Damaged, Defective, Incorrect or Missing Items
Customers must inspect their orders promptly after delivery.
A damaged, defective, incorrect, incomplete or missing-item claim must be reported to shop.ova.hq@gmail.com within 48 hours of confirmed delivery.
After reviewing the submitted evidence, O.V.A. may offer an appropriate resolution, which may include:
- A replacement
- A refund
- Store credit
- A partial refund
- Another reasonable resolution based on the circumstances
The resolution offered will depend on the nature of the issue, available evidence and product availability.
Minor packaging differences, slight color variations or cosmetic differences caused by lighting, photography, screen settings or manufacturing batches are not considered defects when they do not materially affect the product’s intended function.
Return Shipping Costs
For approved returns involving buyer preference, accidental purchases, sizing preference, dissatisfaction unrelated to a defect or a change of mind, the customer is responsible for return-shipping costs.
Original shipping charges are nonrefundable unless the return resulted from a verified error by O.V.A. or its fulfillment partner.
When a verified damaged, defective or incorrect order resulted from an error by O.V.A. or its fulfillment partner, O.V.A. may provide a prepaid return label when appropriate.
A prepaid return label is not automatically provided for every approved return.
Customers should use a trackable shipping service and keep their shipping receipt. O.V.A. is not responsible for returned packages that are lost, damaged in transit or sent to an incorrect or unauthorized address.
Deadline for Approved Returns
Approved returns must be shipped within 7 calendar days after return instructions are provided.
The customer must provide valid return-tracking information when requested.
Returns shipped after the seven-day deadline may be refused and may no longer qualify for a refund.
Return Inspection
Returned products are inspected before a refund is approved.
O.V.A. may deny a return or refund when the product:
- Shows signs of use, wear or alteration
- Has been opened or tried on when sold as a hygiene-sensitive product
- Was damaged after delivery
- Is missing accessories, components or original packaging
- Is different from the product originally shipped
- Was returned without authorization
- Was returned after the applicable deadline
- Was sent to an incorrect or unauthorized address
- Does not otherwise meet the eligibility requirements stated in this policy
Nonreturnable and Final-Sale Items
The following products are not eligible for return unless they arrived damaged, defective or incorrect:
- Opened or used beauty and personal-care products
- Products removed from protective or hygienic packaging
- Customized or personalized products
- Gift cards
- Clearance products
- Products specifically marked “Final Sale”
- Products damaged through misuse, improper care or improper handling
- Products showing normal wear
- Unauthorized returns
- Returns requested outside the applicable deadline
Order Cancellations
Cancellation requests should be submitted immediately after an order is placed by emailing shop.ova.hq@gmail.com.
Orders may only be canceled before processing or fulfillment begins.
Because orders may be transmitted to a fulfillment partner shortly after purchase, cancellation requests are not guaranteed.
Once an order has entered processing, fulfillment or shipment, it cannot be canceled. The customer must wait for delivery and follow the applicable return procedure if the product is eligible.
Incorrect or Incomplete Shipping Addresses
Customers are responsible for entering a complete and accurate shipping address at checkout.
O.V.A. is not responsible for delays, failed deliveries, returned packages, losses or additional costs resulting from:
- Incorrect shipping addresses
- Incomplete shipping addresses
- Missing apartment, suite or unit numbers
- Incorrect postal or ZIP codes
- Address changes requested after fulfillment begins
- The customer’s failure to collect or accept a package
Address corrections are not guaranteed after an order has been submitted.
Additional shipping charges may apply when an order must be reshipped because the customer provided incorrect or incomplete information.
Refused, Unclaimed and Undeliverable Packages
Packages that are refused, unclaimed or returned due to an incorrect address, incomplete address, failed delivery attempt or failure to collect may be refunded only after the package is successfully returned and inspected.
Original shipping fees, return-to-sender charges and reshipping costs may be deducted from the refund where legally permitted.
A refund cannot be issued for a returned-to-sender package until the fulfillment location confirms that the package has been received.
Packages Marked Delivered
When carrier tracking shows that an order was delivered, customers should first:
- Confirm the shipping address entered at checkout
- Check their mailbox, parcel locker and all entrances
- Check with household members, building staff and neighbors
- Review any available carrier delivery photographs or notes
- Contact the shipping carrier directly
A delivered-but-not-received concern must be reported to shop.ova.hq@gmail.com within 48 hours of the delivery scan.
O.V.A. may require carrier documentation, written confirmation, a missing-mail claim, police report or other reasonable supporting evidence before reviewing a replacement or refund request.
A carrier delivery scan does not automatically guarantee approval of a refund or replacement.
Exchanges
O.V.A. does not offer direct exchanges.
To purchase a different product, size, color or style, the customer must request a return for the eligible original product and place a separate order.
Refunds
Once an approved return is received and inspected, O.V.A. will notify the customer whether the refund has been approved or denied.
Approved refunds will be issued to the original payment method within 10 business days after approval.
Banks and payment providers may require additional processing time before the refund appears in the customer’s account.
Original shipping charges and return-shipping costs are nonrefundable unless the return resulted from a verified error by O.V.A. or its fulfillment partner.
O.V.A. cannot issue a refund to a different payment method.
Customers who have not received an approved refund after 15 business days should contact shop.ova.hq@gmail.com.
Chargebacks and Payment Disputes
Customers are encouraged to contact shop.ova.hq@gmail.com before opening a chargeback or payment dispute so O.V.A. has an opportunity to investigate and resolve the matter.
Once a chargeback or payment dispute has been opened, O.V.A. may be unable to issue a separate refund while the dispute remains under review.
Opening a chargeback does not automatically establish eligibility for a refund.
International Orders
International customers are responsible for customs duties, import taxes, brokerage fees and other government-imposed charges unless otherwise stated at checkout.
O.V.A. does not control these charges and cannot predict their amount.
International shipping and customs processing may result in delays outside O.V.A.’s control.
Orders rejected or abandoned because the customer declined to pay customs duties may be treated as refused or undeliverable packages.
European Union and Other Mandatory Consumer Rights
Customers located in the European Union or another jurisdiction that provides mandatory cancellation, withdrawal, return or refund rights retain all rights required by applicable law.
Where mandatory local consumer law conflicts with this policy, the applicable legal requirement will control.
TikTok Shop and Third-Party Marketplace Orders
Orders placed through TikTok Shop or another marketplace must be handled through that marketplace’s return and refund process.
Marketplace policies may provide different return periods, procedures or eligibility requirements than O.V.A.’s Shopify policy. When the marketplace requirements differ, the marketplace policy applies to that marketplace order.
This is especially important for TikTok Shop: TikTok currently treats most returnable products as eligible for a return request within 30 calendar days after delivery, so your 14-day Shopify rule cannot override TikTok’s platform requirements for purchases made through TikTok Shop.
Customers should not mail marketplace returns independently or attempt to complete marketplace refunds outside the applicable platform.
Policy Updates
O.V.A. may update this policy as store operations, products, fulfillment arrangements or applicable requirements change.
The version displayed on the website at the time an order is placed generally applies to that order, except where applicable law or marketplace rules require otherwise.
Contact Us
For return, refund or order-related questions, contact:
O.V.A. Customer Care
shop.ova.hq@gmail.com