Return and Refund Policy:

1. Return Eligibility:

• ovana.shop accepts return requests within 5 days from the date of delivery.
• To be eligible for a return, items must be unused, in the same condition as received, and in the original packaging.
• We offer refund / exchange within first 5 days from the date of your purchase/delivery. If 5 days have passed
  since your purchase,you will not be offered a return, exchange or refund of any kind.
• In order to becomeeligible for a return or an exchange(i) the purchased item should be unused and in the same condition as
  you received it, (ii) the item must have original packaging, (iii) if the item that you purchased on a sale,
  then the item may not be eligible for a return / exchange.
• Further, only such items are replaced by us(based on an exchange request), if such items are found defective or damaged.
  You agree that there may be a certain category of products / items that are exempted from returns or
  refunds. Such categories of the products would be identified to you at the item of purchase.
• For exchange/ return accepted request(s) (as applicable), once your returned product / item is received and inspected
  by us, we will send you an email to notify you about receipt of the returned / exchanged product. Further.
  If the same has been approved after the quality check at our end, your request (i.e. return / exchange) will
  be processed in accordance with our policies

2. Initiating a Return:

• Customers must initiate a return request by contacting our customer support team at returns@ovana.shop.
• In the return request, please provide the order number, reason for return, and any relevant photographs if the return is due to damage or incorrect item received.

3. Return Shipping:

• The cost of return shipping is the responsibility of the customer unless the return is due to an error on our part (such as receiving a damaged or incorrect item).
• We recommend using a trackable shipping service or purchasing shipping insurance for returns to ensure the items are returned safely and can be tracked.

4. Refund Process:

• Once the returned item is received and inspected, we will send an email to notify you that we have received your returned item.
• If the refund is approved, a refund will be processed within 3 t o5 business days to the original payment.
• The refund will be issued to the original method of payment used during the purchase.
• Please note that it may take additional time for the refund to appear in your account depending on your financial institution.

5. Non-Returnable Items:

• Certain items are not eligible for return unless defective or damaged during shipping. These items may include perishable goods, personalized items, and items marked as final sale.

6. Exchanges:

• We do not currently offer exchanges. If you require a different size, color, or alternative item, please initiate a return for the unwanted item and place a new order for the desired item separately.

7. Damaged or Incorrect Items:

• If you receive a damaged, defective, or incorrect item, please contact us immediately at returns@ovana.shop. We will arrange for a replacement or refund as soon as possible.

8. Contact Information:

For any questions or concerns regarding returns and refunds, please contact our customer support team at returns@ovana.shop. We are here to assist you and strive to provide a satisfactory resolution to any issues.

This comprehensive return and refund policy is designed to ensure a smooth and transparent process for our customers. If you have any further questions or require clarification, please do not hesitate to reach out to us.