Returns & Exchanges Policy
Our Commitment to You
At OVRELO, we want you to be happy with your purchase. This policy explains your rights under New Zealand law, including the Consumer Guarantees Act 1993 (CGA).
Change of Mind Returns
We do not offer refunds or exchanges for change of mind (for example, if you ordered the wrong item or no longer want the product). Please choose carefully before purchasing.
Faulty, Damaged, or Incorrect Items
Under the Consumer Guarantees Act, you are entitled to a repair, replacement, or refund if the product:
- Is faulty or defective
- Is damaged on arrival
- Is significantly different from the description
- Does not do what it is supposed to do
If your item has a major fault, you may choose a refund or replacement.
How to Request a Return or Refund
If there is an issue with your order, please contact us within 30 days of receiving your item at:
📧 support@ovrelo.com
Please include:
- Your order number
- A clear description of the issue
- Photos or videos showing the problem (if applicable)
Return Conditions
- Items must be unused and in original packaging (unless faulty)
- We may request the item to be returned before issuing a refund or replacement
- Return shipping costs will be covered by us only if the item is faulty or incorrect
Refund Processing
- Approved refunds will be processed back to your original payment method
- Refunds may take 5–10 business days to appear, depending on your bank or payment provider
Non-Returnable Items
For hygiene and safety reasons, some items may not be eligible for return unless they are faulty.
International Orders
Delivery times may vary due to customs or courier delays. These delays are outside our control and do not qualify for refunds.
Questions?
If you have any questions about returns or refunds, please contact us at support@ovrelo.com. We're here to help.