Refund policy
We want you to feel confident shopping with Ovellaura. If an item isn't the right fit, eligible products may be returned within 30 days of delivery, subject to the conditions below.
Quick Summary
- Return window: Request a return within 30 days of delivery.
- RMA required: Returns must be authorized with a Return Merchandise Authorization (RMA).
- Return shipping: Paid by the customer, unless the item arrives damaged or defective (see Section 4).
- No restocking fee.
1) Return Eligibility (What Can Be Returned)
To be eligible for a return, items must be:
- New and unused
- In original packaging
- Include all accessories, parts, and documentation
If an item is returned used, missing packaging, or missing parts/accessories, we may deny the return or apply additional deductions based on inspection results.
Personal preference, change of mind, or general dissatisfaction with the product does not constitute a product defect. Any approved return remains subject to applicable return shipping charges as described below.
2) How to Start a Return (RMA Process)
- Contact us to request an RMA within 30 days of delivery: email contact@ovellaura.com.
- If approved, we'll issue an RMA number and return instructions.
- Once your RMA is issued, you must return the item within 20 days.
- Returns sent without an RMA may be refused.
- Returns or disputes must be submitted through Ovellaura's support and RMA process first so we can resolve the issue quickly. Unauthorized returns may be refused.
3) Shipping and Deductions
Return Shipping
Customers are responsible for return shipping costs for eligible returns. We recommend using a trackable, insured shipping method, since we cannot issue a refund for items lost or damaged in return transit.
Shipping and delivery services are considered rendered once an order is dispatched or a delivery attempt is made. Shipping and delivery charges are non-refundable.
Ownership and risk of loss transfer to the customer upon delivery or delivery attempt, as evidenced by carrier confirmation or delivery records.
Refused Deliveries and Incorrect Address
Avoid refusing delivery whenever possible — contact us first. Refused or failed deliveries can result in return shipping costs, two-way freight costs, and other carrier-related fees being deducted from your refund.
Additional deductions may apply if:
- The delivery address provided was incorrect or undeliverable
- Delivery was refused without prior coordination
- Parts or accessories are missing from the return packaging
Ovellaura is not responsible for delays or service interruptions caused by carriers, weather events, labor actions, or circumstances beyond reasonable control.
4) Damaged, Defective, or Missing Parts (Not a "Return")
If your order arrives with damage or missing components:
- Note any visible damage on the delivery receipt when possible, and
- Report any damage or missing items promptly by email to contact@ovellaura.com, including clear photos of the product, packaging, and any affected areas.
Damage or missing-part claims must be reported within forty-eight (48) hours following delivery. Claims reported after extended use or delay may be denied.
Damage, defect, or missing-part reports are handled as service claims and do not automatically qualify as full product returns. Ovellaura's resolution may include part replacement, repair, or component shipment rather than return authorization.
5) Inspections & Refund Timing
Once the returned item arrives and is inspected:
- Refunds are issued to the original payment method.
- A full refund may not be issued if the item is used, damaged, altered, missing packaging, or returned without an RMA.
- Refund timing can vary depending on your financial institution and processing times.
Refund amounts, if approved, are determined based on the condition of the returned merchandise at inspection, including packaging integrity, completeness, and signs of use.
All return, inspection, and refund determinations are applied uniformly and consistently across all customers, without exception.
6) Product Images & Specifications Disclaimer
We do our best to display colors and details accurately, but screen and lighting conditions can vary. Please review the product specifications carefully and reach out before ordering if you need additional confirmation.
If an issue arises, please contact Ovellaura first so we can work toward a resolution through our support and RMA process. If a chargeback is initiated without first providing Ovellaura an opportunity to resolve the matter, Ovellaura may submit documentation to the issuing bank showing policy acceptance, delivery records, and the resolution history.
7) Chargebacks, Payment Disputes, and Fraud Prevention
Ovellaura is committed to resolving customer concerns promptly and fairly through our customer support and Return Merchandise Authorization (RMA) process. Customers agree to contact Ovellaura directly and allow a reasonable opportunity to resolve any issue before initiating a chargeback or payment dispute with their financial institution.
If a chargeback or payment dispute is initiated for an order that has been confirmed as delivered, or where delivery was attempted and documented by the carrier, Ovellaura reserves the right to dispute the chargeback by submitting supporting documentation to the issuing bank. Such documentation may include, but is not limited to:
- Order confirmation records
- Proof of delivery or documented delivery attempt
- Carrier tracking records
- Delivery photographs or signatures where available
- Customer communications and support records
- Records demonstrating acceptance of policies at checkout
If a chargeback is determined to be invalid, fraudulent, or inconsistent with the policies accepted at checkout, Ovellaura reserves the right to pursue recovery of the outstanding balance.
Such recovery efforts may include, where permitted by applicable law:
- Recovery of the order value
- Recovery of shipping and logistics costs
- Recovery of administrative and dispute-related fees
- Referral of the unpaid balance to a third-party collections agency
Customers remain responsible for payment for goods and services that have been delivered, or where delivery was attempted in accordance with the order agreement and carrier documentation. Initiating a chargeback does not automatically cancel or void a customer's contractual payment obligations for delivered merchandise.
Important Notice & Acceptance of Terms
By placing an order with Ovellaura, the customer expressly acknowledges, understands, and agrees to all terms outlined in this Return Policy, as well as any other shipping, delivery, or cancellation terms published on our site. These policies constitute a binding part of the purchase agreement.
Contact
Ovellaura Customer Support (a trading name of Vantrelix LLC)
Email: contact@ovellaura.com