This Return & Refund Policy only applies to purchases made on the official OVENALE Indonesia website. By placing an order, you acknowledge and accept the terms of this policy. All our jewelry pieces are fashion accessories. Please read this policy carefully before you submit a return request.
Return Eligibility & Return Window
You can apply for a return within 14 calendar days counting from the day you receive your jewelry parcel. The 14-day return window is strict and cannot be extended without special approval from our customer service team. To be qualified for return, the items must meet all of the following conditions:
- The jewelry must be unused, unworn, unmodified, without scratches, stains, oxidation, deformation, missing parts or artificial damage.
- All original packaging, protective bags, cards and accessories attached to the product must be returned together.
- Items cannot be marked as final sale products. We will clearly mark final sale items on the product page, and final sale items cannot be returned or refunded.
- Customized, personalized jewelry is non-returnable and non-refundable.
The following situations are NOT eligible for return:
- You simply do not like the style, the color difference caused by different screen display on mobile phones or computer screens. We have clearly displayed product photos, and slight color difference between screen display and physical product is normal.
- The jewelry is worn, used, damaged by improper storage, collision, chemical contact (perfume, shower gel, disinfectant), self-repair or artificial breakage.
- Return request submitted after the 14-day return period.
- Lost original packaging and product accessories.
How to Submit a Return Request
Do NOT send back the parcel without prior approval from our support team. Unauthorized returned packages will be rejected and will not be processed for refund. Step 1: Send an email to help@ovenale.com with your order number, the item number of jewelry you want to return, clear photos of the item and the reason for return. Step 2: Our customer team will review your application within 2–3 working days. If approved, we will send you the official return address, return instruction and return authorization number. Step 3: Pack the goods securely, write your return authorization number and order number on the outer package, then ship it back to the designated return address. You need to bear the outbound return shipping cost to send the goods back to us, unless the return reason is our fault: defective product, wrong item sent by us, missing item in parcel.
Inspection Process After We Receive Return
Once we receive your returned parcel, our quality team will inspect the jewelry within 3–5 working days. If the item passes inspection and meets return requirements, we will proceed your refund. If the returned goods are found damaged, worn or incomplete during inspection, we will reject your return application, and the goods will be sent back to you at your expense.
Refund Method & Refund Timeline
We will issue your refund to the original payment account you used to place the order. We cannot refund to other unrelated payment accounts. After we approve your refund, it will take 3–10 working days for the fund to arrive in your account, depending on the processing speed of your payment provider or bank. OVENALE cannot control the arrival time of the fund.
Partial Refund & Exchange
We support partial refund for qualified returned items in one order. We do not support direct exchange service at present. If you want to change to another jewelry style, you can return the qualified item and place a new order separately.
Defective Item & Wrong Item
If you receive defective jewelry, or we shipped wrong items / missing items compared with your order, please send clear photo evidence to help@ovenale.com within 48 hours after package delivery confirmation. After verification, we will cover the return shipping cost for you, and you can choose free reshipment of correct goods or full refund of this item.