Refund policy
We offer a 30-day return guarantee from the date you receive your order. Our goal is simple: you should feel confident in every purchase you make with Ovivra.
Return Conditions
To be eligible for a return, your item must be returned in the same condition as received, unused, in its original packaging with all tags attached. A receipt or proof of purchase is required.
Please note that any fees arising during the return process that are outside of our control, such as third-party payment processing fees and return shipping costs, are to be paid by the customer.
Eligible Return Situations
The following situations are covered under our return policy:
01: Severely Damaged Goods: Items that arrive severely damaged and are rendered completely unusable are eligible for return or replacement. Please note that minor surface marks inherent to handcrafted metal production do not qualify.
02: Personal Preference: Returns due to personal preference or change of mind are accepted. However, the customer is responsible for all return shipping costs in these cases.
03: Delivery Failure: Our logistics partners attempt delivery up to three (3) times. If a package is returned after three failed attempts, a refund will be issued minus the original shipping fees and any administrative costs incurred.
04: External Delays & Force Majeure: Delays caused by factors beyond our control, including extreme weather, customs clearance, or natural disasters, are not eligible for refund. If a refund is requested due to such delays, a processing fee covering original shipping and handling will be deducted.
Non-Returnable Items
The following items cannot be returned or refunded under any circumstances:
- Items showing signs of intentional damage or misuse after delivery
- Frequency or calibration claims without a supporting third-party professional inspection report, any frequency-related concerns must be accompanied by verified test documentation
- Delays caused by third-party carriers or force majeure events (e.g., extreme weather, customs)
- Sale items, gift cards, and custom-made or bespoke products
Damages & Issues Upon Arrival
Please inspect your order upon arrival. If your item is defective, damaged, or incorrect, contact us immediately at info@ovivra.com so we can evaluate the issue and make it right.
Photographic evidence of the damage will be required to process your claim.
How to Start a Return
1：Request Authorization: Email us at info@ovivra.com to request a Return Authorization before sending anything back.
2: Receive Instructions: Our team will provide you with detailed instructions on how and where to send your package.
3: Ship Your Return: Pack the item securely in its original packaging and ship it according to the instructions provided.
Important: Items sent back without prior Return Authorization will not be accepted and cannot be processed for a refund.
Refunds
Once we have received and inspected your return, we will notify you of the outcome. If your return is approved, your refund will be processed to your original payment method.
- 7: Business Days: Refund processed after return approval
- 3–5:Additional Days: Your bank or card issuer may require additional processing time
If you have not received your refund after 10 business days of approval, please contact us at info@ovivra.com.
