Refund policy
OVELLUNA • CUSTOMER CARE
Returns & Refunds
Our goal is to make resolving an order issue as clear and straightforward as possible.
IMPORTANT
Report an Order Issue Within 24 Hours
If your order arrives damaged, defective, incorrect, or with an item missing, contact us within 24 hours of delivery at info@ovelluna.com. Include your order number, a description of the issue, and clear photos where applicable.
1. Eligibility for Return or Refund
Return, replacement, and refund requests are reviewed individually based on the circumstances, the product involved, and applicable law. Contact our support team before sending any item back. We will provide instructions if a return is authorized.
2. How to Report a Problem
Please email info@ovelluna.com with the following information:
- Your order number.
- The email address used when placing the order.
- A clear explanation of the issue.
- Photos of the product and packaging, where relevant.
Our team will review your report and contact you about the next steps.
3. Damaged, Defective, Incorrect, or Missing Items
Please notify us within 24 hours of delivery if an item is damaged, defective, incorrect, or missing. After reviewing the details, we will explain the available resolution, which may include a replacement, refund, or another appropriate solution where applicable.
4. Return Authorization and Shipping
Please do not send products back before receiving return instructions from our support team. If a return is approved, we will explain the return method and any applicable shipping arrangements. Responsibility for return shipping costs will be communicated as part of the review and handled in accordance with applicable law.
5. Refund Processing
If a refund is approved, it will generally be issued to the original payment method unless otherwise agreed or required by law. Processing and posting times may vary depending on your payment provider or financial institution. We will communicate any relevant details when confirming your refund.
6. Order Cancellations
If you need to cancel an order, contact us as soon as possible. Orders may enter processing or shipment quickly, so cancellation may not always be possible. If your order has already shipped, contact our team for guidance under the applicable return process.
Your Rights Matter
This policy does not limit any consumer rights or remedies that cannot lawfully be excluded under applicable law. If you have a question about a return or refund, please contact us for assistance.
Need Help?
Our customer support team is available by email to review your concern.
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Thank you for choosing Ovelluna.