Customer information
Returns and refunds
Information about cancellations, returns, refunds and your consumer rights.
Your right to cancel
If you are a consumer in the United Kingdom or another territory with a statutory cooling-off right for online purchases, you may cancel eligible items within 14 days after the day you (or a person you nominate) receive them. To exercise this right, email [email protected] with your order number and a clear statement that you wish to cancel. This does not affect any other rights you may have under applicable law.
How to return an item
After notifying us, return the item without undue delay and within 14 days of telling us you wish to cancel. Contact us before sending a return so we can provide the appropriate return instructions. Unless an item is faulty or we have agreed otherwise, you are responsible for the direct cost of returning the goods.
Condition and inspection
You may handle an item only as reasonably necessary to establish its nature, characteristics and fit. Please return it with its original packaging, tags and included components where possible. You may be responsible for any diminished value resulting from handling beyond what is reasonably necessary. Faulty, damaged or incorrectly supplied items should be reported promptly and will be handled in accordance with your statutory rights.
Refunds
For an eligible cancellation, we will refund the price paid for the returned item and the standard outbound delivery charge, where required by law. We may withhold a refund until we receive the goods or you provide evidence that you have sent them back, whichever happens first. Refunds are made to the original payment method within the timeframe required by applicable law; your payment provider may take additional time to post the funds.
Non-returnable items and exceptions
The statutory cancellation right may not apply to certain goods where an exception under applicable law applies, including goods made to your specifications or clearly personalised goods, and sealed goods not suitable for return for health or hygiene reasons once unsealed. Any applicable exception will be identified for the relevant product or at checkout.
Order changes and support
If you need to change or cancel an order before dispatch, email us as soon as possible with your order number. We will try to help, but changes cannot be guaranteed once processing has begun. Contact OVANIX LIMITED at [email protected] for return and refund assistance.