Return Policy

Cancellation

We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out.

Returns (if applicable)

We accept return of products. Customers have the right to apply for a return within 14 days after delivery the product.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please ask our customer service to make sure you send the package to the right address.

Notes

Custom-order or personalised items do not have a right to 14 days refund.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.

No restocking fee to be charged to the consumers for the return of a product.;

Refunds (if applicable)

Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at support@ocuvela.com.

Return Address

Ocuvela Returns Center, Room 211, Building B, Zhuoyi Innovation Park, Yuangang Village, Nancun Town, Panyu District, Guangzhou, Guangdong Province 511442, China

Please do not return any item without contacting our customer service team first.

Return addresses may vary depending on the product type, warehouse location, and shipping destination.
Please contact support@ocuvela.com before returning any item.

Returns sent without prior authorization or to an incorrect address may not be eligible for a refund.

Return Conditions

Customers may contact us within 3 days of receiving the item if they are not satisfied.
Returned items must be unused, unaltered, undamaged, and in original packaging.
Returns shipped without prior approval from customer service will not be accepted.
Return shipping fees are non-refundable unless otherwise agreed.
Refunds will only be issued after inspection by our warehouse.

Return Process

Step 1

Contact customer service and provide your order number, the item(s) you wish to return, and the reason for return.

Step 2

Repackage the item securely in its original packaging and ship it to the return address provided by customer service.

Step 3

Provide a valid tracking number or tracking link within 48 hours after shipping.

Step 4

Once received and inspected, refunds or exchanges will be processed within 3 business days.

Who Pays for Return Shipping?

Consumer-Caused Returns

If the return is caused by the consumer, the consumer shall be responsible for the return shipping fee.
The specific fee depends on the courier service selected.

Company-Caused Returns

If the return is due to our reasons, including damaged, defective, or incorrect items, the consumer is not required to bear the return shipping fee.

Refund Details

Refunds are processed only after the returned item has been received and verified.
Refunds will be issued to the original payment method.
Please allow 2–3 business days for the refund to appear in your account.