Important note: This Returns Policy is a practical OVVO store draft for testing and pre-launch preparation. Final commercial rules should be reviewed before launch and aligned with the countries where OVVO sells.
Custom Bracelet Policy
OVVO custom bracelets are made according to your selected formula, wrist size, materials, notes, and gift blessing. Because these pieces are personalized, non-quality returns are usually limited once production has started.
Before Production Starts
If you need to change a formula, wrist size, address, or note, contact support as soon as possible. Changes may be easier during Formula review, but they may not be possible after material picking, production, or shipment.
Damaged, Incorrect, or Missing Items
If your order arrives damaged, incorrect, or missing components, contact OVVO support promptly with your order number, packaging photo, full bracelet photo, detail photos, and an unboxing video if available. We will review the case and help with a replacement, repair, partial solution, or return where appropriate.
Natural Stone Variation
Natural inclusions, mineral marks, cloudiness, ice cracks, color bands, transparency differences, or slight tone variation are normal in many crystals and are not automatically considered defects. Clear breakage, wrong item shipment, or major mismatch should be reported for review.
Sizing Issues
If sizing feels wrong, first compare the received bracelet with the wrist measurement and fit option used at checkout. If OVVO produced the wrong size, support can review evidence and help resolve it. If the issue comes from incorrect measurement or a changed preference, resizing may require a service fee, material fee, and shipping cost.
Repairs and Restringing
Restringing, resizing, or replacing components may be available for selected orders. Availability and cost depend on material condition, component stock, labor, and shipping. Contact support with photos before sending anything back.
Return Shipping
Do not return items without contacting support first. Return shipping responsibility depends on the reason for the request, the final store policy, and applicable law. Packages sent without approval may be delayed or rejected.
Refund Timing
If a refund is approved after commercial launch, it will usually be returned to the original payment method. Processing time depends on the payment provider and bank. During the current Feiniu test phase, real online payment is paused.