Refund and Returns Policy
- Refund Policy
This document forms part of section 9 of our Sales Disclaimer and it sets forth Buyer’s sole and exclusive right to refund based on the expressed returns and refunds conditions set forth. While Ovials prides itself with the quality of its listed products, that said, the Company does utilize third parties for customers’ order fulfilment. Therefore, if by our doing or one of our authorized order fulfillers’ actions, a product purchased is defective, not delivered, has quality issues as described under ‘Returns Policy Conditions’ below, or it was delayed beyond advised delivery time at checkout, we will issue a full refund to the Buyer within 14 days after receipt of a qualifying return in accordance with the policy below.
All items purchased on this website may generally be returned within 30 days. Returns within this period are subject to this returns and refunds policy conditions below.
Special Arrangements for preowned goods and their returns
Shipping Length: Min 5 – 14 days Max.
(After payment is received. Rare shipping delays will be notified).
After Payment: Notify Sales Department.
Order processing: is 12 – 72 Hours.
Delivery: At your address or arrange Pickup with your sales representative/ provide means of contact at checkout/ or text Ovials your order details on any of our official contact channels.
Special Returns and Refunds Conditions:
- All payments made to “OVIALS” accounts only are refundable (Terms & Conditions Apply).
- Returns are accepted on products with factory faults or defects within “First week of use” (7 days).
- Minimum shipping and handling fee costs of (ZAR850) are levied on returns received after 7 days of delivery to the customer, and the customer is responsible for handling the return process and label printing, these will be directly deducted from the refund amount if items are dropped off at one of the three regional drop-off locations provided below.
- Refunds are paid out to customers or exchanges accepted for wrong Color/ Model/ Specs/ Brand sent, except where the customer has made suggestive or specific requests for better/ higher performance devices, and or the product requested for exchange represents an upgrade of the same model or type ordered as may be agreed with the customer.
- Refunds after 30 days are NOT accepted. Negotiable repairs may be accepted for material disfunction of electronic items.
- Products that are opened, then used (slightly) may only be returned within 7 days for reasons of defect or factory fault, products that customers return for any other reason than defects should NOT be used when returned and should be in original packaging for returns to be valid and fulfilled.
- Special returns extension not beyond 14 days may be allowed during specific holidays including Easter, Christmas/ Hanukkah, and New Year.
- Items may be returned for other reasons other than direct defects or General Returns and Refunds Policy conditions mentioned on (4) above these returns will attract a restocking fee between 15% and 30% depending on the product, and these must be made within 7 days of receipt of product for a refund to be accepted.
- Beyond expected reasonable wear and tear, and for items or devices that are refurbished/ pre-owned, sold on “As is” basis on the website, Ovials Marketplace gives no warrantee on the merchantability/ performance and/ or reliability of the items purchased as pre-owned/ refurbished as indicated on product descriptions and other areas of the product data, this does not negate any other disclaimer made as part of the Online Contract (linked here) entered into between the customer/ buyer and Ovials on merchantability/ performance and reliability of new products sold on the website.
- Generally, products that require a level of hygiene standards, including under garments, hair, wigs and related items will not be sold as preowned items and will also not be accepted for returns if opened and worn.
- This entire page represents the full Returns Policy if viewed on marketplace.ovials.com/returns and https://ovials.com/returns.
- For items that are imported/ or shipped to a country other than the one stated in country codes on “Ships from” on the product description, the customer may be asked to pay tax by the customs authorities on some imported items if not exempt from tariff and duties.
General Returns and Refunds Policy
- RETURNS ADDRESS AND REFUND CONDITIONS
Therefore, Buyer will be fully refunded once the product has been received and inspected and found to be in its original received condition to the Buyer, and sent within 7 days of receipt to our Sourcing Service Center at an address provided at the time of application. Currently, all returns must be mailed to the following addresses:
- Ovials Store 2324 Club palace, Duluth, GA United States US, CA and North America originating Orders.
- Jinhua Reshly Trading Co. Ltd 172 Tongxin Road, Wucheng District, Jinhua 321000, Zhejiang, China, for Asia Pacific originating Orders.
- Ovials Warehouse Mthembu Street, Khubetsoana Bochabela III, Near Unity Primary School, Maseru, for South African originating Orders.
Send the item within the process described herein and contact us before returning the product with the provided notification form from the website or a personal written statement of a claim that conforms to only one of the permissible returns outlined above and shipped at buyer’s cost to the address.
In cases where returning a product is not possible, a proof of defection/ non-deliverance (whichever is applicable) will be requested by the company before refunds are initiated. In such event, Ovials store shall provide the Buyer a credit for other purchases from the Site (less shipping and handling charges incurred) or refund the full product cost. Exceptions for buyer shipping costs in returning the item shall apply to the conditions of quality as outlined below. While we refund all products, undergarments, swimming suits, earrings and other hygiene prone products will not be accepted as returns though may still be refunded with customer negotiation.
- RETURNS PROCESS AND POLICY CONDITIONS
- Product quality issues
Steps: Email our Customer Service at: [email protected] .com → attach your product picture/video and describe the problem with provided the filled form → Customer Service confirms → Choose your solution
Claim period: Within 14 days from the date you received the item.
Customer Service response time: Within 24 hours
Solution: 72 hours after the issue is confirmed, Customer Service will send a replacement or issue a full refund within 14 days afterwards.
- Unsatisfactory product received
Steps: Email our Customer Service at: [email protected] .com → Explain the reason → Customer Service confirms → Ship your product back → Customer Service confirms item returned → Refund
Claim period: Within 7 days from the date you received the item.
Customer Service response time: Within 2 to 3 weeks after receiving your products.
Solution: After we receive and inspect the item, Customer Service will issue you a refund within 14 days afterwards.
In this case however, you shall bear all shipping costs, including the initial shipping cost incurred to send you the item.
- Wrong product received
Steps: Email our Customer Service at: [email protected] .com → Upload your product picture/video and describe the problem → Customer Service confirms → Choose your solution
Claim period: Within 7 days from the date, you received the item.
Customer Service response time: Within 24 hours
Solution: 72 hours after the issue is confirmed, Customer Service will send you the correct item or issue a full refund within 14 days afterwards.
- Size problem
Steps: Email our Customer Service at: [email protected] .com → Upload your product picture/video and describe the problem → Customer Service confirms → Choose your solution plan
Claim period: Within 7 days from the date, you received the item.
Customer Service response time: within 24 hours
Solution plan:
Plan A: The size does not match what you ordered. You will receive a full refund within 14 days or can choose to receive the product with the right size for free.
Plan B: The size matches what you ordered, but it does not fit. The size of each item may have an inaccuracy of about 2cm/1 inch due to hand measurements.
– If the size difference is less than 2cm/1 inch, you can contact us and apply for a return. You are responsible for all shipping costs incurred.
– If the size is more than 2cm/1 inch different, we will cover all shipping costs.
- Color problem
The precise color of each item may vary depending on your computer screen settings, the background, and the lighting conditions. Slight mismatches between the color of your item, and the color shown on your computer screen may not mean that the item is the wrong color. Nonetheless, if you feel that you have received a wrong color item from the one described on your order, you can follow the same procedure described above in section 9.
We are always open to discuss any request for refund which falls beyond this scope. Remember to contact customer service before initiating a return or instituting a chargeback in case there may be a more amicable solution to your unique situation. Requests for refunds and chargebacks with improper initiation from the above to the company will however not be accepted. Please remove any empty spaces between letters and characters in the email addresses provided above to successfully send us an email.
Updated: December, 2023.
