Qualifying items reported during the warranty period will be replaced or completely refunded.  Please contact OOVOV firstly.
For complete details on the OOVOV Satisfaction Guaranty Returned Policy please see below.

Items that can be returned/refunded or exchanged within the warranty* follow the criteria as below:

1. Faulty items damaged/broken, or soiled upon arrival.

2. Items received in the incorrect size/color.

*Warranty:

- 1 year for Faucets and Lights & Lighting Category (excluding Light Bulbs/ LED Strip Lights/ LED String Lights/ Décor & Night Light)

- 30 days for the rest of the items.

  7 days return without reason.
        If you are not satisfied with your purchase and the product is still in brand new condition, we can arrange a refund of the item price. You are responsible for paying the return shipping costs. Submit a "Return or Exchange" ticket within 7 days of receiving the order.

Note: Items that can be returned/refunded or exchanged within 7 days of receipt must meet the criteria below:
        - 1. Items are in the original packaging with labels.
        - 2. Items are in brand new condition: unwashed, unworn, unused and unaltered.

For items with no quality issue, please ensure the returned items are unused and in the original packing. All return requests must be authorized by our customer service team before shipping to our returned address. Our team will not be able to process any returned items without a product return form.

We cannot accept returns in the following conditions:

1. Items outside the 30 days warranty time-frame.

2. Washed, worn, used, tag-removed or misused items.

3. Items under the following categories:

* Made-to-order items, Made-to-measure items, Customized items.

* Cosplay & Costumes

* Ice Skating, Gymnastics

* Cell Phones, Tablets, Laptops, 3D Printers, Smart Robots

* Bodysuits, lingerie & sleepwear, swimwear, jewelry, and accessories (except scarves, bags, and mermaid blankets)

* Clearance items, Disposable items

For any reason if you would like to cancel your order while order is under shipping process, you will need to wait until you receive the package in hand before making a return request. Because Cross-Border Shipping involves complicated procedures, domestic and international custom clearance, and local and international shipping carriers and agencies.

If you refuse to take delivery package from postman or do not pick up your delivery package from your local pick-up stores, our Customer Service will not be able to judge the situation of the package and therefore cannot handle your return requests.

If the package is returned to our storehouse because of customer's personal reason (Check details below), we'll contact you about re-paying the reshipment postage (by PayPal) and arrange the reshipment. However, please understand that no refund will be issued in this situation. Details for customer's personal reason:

* Wrong address/no consignee

* Invalid contact information/ no answer to the delivery calls & emails

* Customer refuses to accept package/pay tax fee/ complete customs clearance

* Didn't collect package by deadline

Return address: You will need to send your returning products to our storehouse in China. Please always submit a"Return or Exchange"Ticket to customer service first to obtain the return address. Please DON'T return your package to any address indicated on the shipping label of the package received, we cannot be held responsible if packages are returned to the wrong address.

Refunds: The refund will be issued to your OOVOV Credit Account. You can either use Credits to pay for new order or withdraw it to the original account/card you paid earlier. The original shipping fee and insurance are non-refundable.

In consideration of personal hygiene, bra and underwear items are not available for return excluding a quality issue. (The quality problem must be reported within 48 hours of delivery, and pictures clearly showing the defect(s) are necessary). Any return because of unfit size or product not as expected is unacceptable. We will provide an accurate size, please be sure the size is suitable before making purchase.

If you want to return the product, please confirm that you’ve received your package, by clicking "Order Received". Then submit a "Return or Exchange" Ticket. After you submit your ticket, our Customer Service will approve your return request according to our policy, warranty, product status and the proof you provided.

Trackable Packages Inquiry Period

Please note that all shipping companies only accept inquires submitted within the Inquiry Period. If you would like to check for packages you didn't receive, please contact customer service within the required period. Thank you for your cooperation:

* Expedited Express: 30 days from shipped day

* Expedited Postal/Prioriy Line/Economy Air: 60 days from shipped day

* Postal service - tracking: 90 days from shipped day

Qualifying items reported during the warranty period will be replaced or completely refunded. Please contact the seller firstly.
For complete details on the OOVOV Satisfaction Guaranty Returned Policy please see below.

     Return DOA (Dead on Arrival) Item
Any products , dead on arrival (incorrect usage excluded) within 7 days after delivery or 30 days after shipment if the delivery date is not traceable (The order shipment date and order notification are provided to you by email). [*]
     What buyers need to do: In this case, please kindly provide us with proof as below:
-1.The photos of original OOVOV package with front and back sides
-2.The photos or video of the defective item(s)
-3.The photos, video or screenshot showing the malfunction of the defective item(s)
In a DOA Situation: a reimbursement for return shipping fees is available, Please confirm the return shipping address with the customer service firstly，and return the product by registered airmail with a tracking number，otherwise we will not be responsible for it. Please be sure to keep the shipping receipt with you after return. We will process for you upon receiving the screen shot of your receipt.
The return shipping fee is less than 60% of the defective item(s) value, and also less than $40 (USD), we will cover the actual postage (according to the receipt you provided). If the return shipping fee exceeds the limit above, please contact our CS staff to further confirm it.

Return Defective Item
    We will try our best to make sure the products shipped to our customers are in the best condition. If your product (only for items without Special Warranty terms in the product description and physical damage or incorrect use excluded) turns out to be defective:

Within 90 days (from the date of shipment) [**]
     Policy: Upon being returned, the defective item will be refunded or replaced for free. Return shipping fee reimbursement is 35% of the item's price up to a maximum of $40.
     Detail: The products get damaged (physical damages and damages caused by incorrect usage excluded) within 90 days after shipment (The order shipment date and order notification are provided to you by email). Customer may mail the products back to us. Full refund or replacement plus shipping cost reimbursement will be issued to you upon receipt of shipping proof (available tracking number or a screen shot of shipping receipt).
Note for return:
     Please confirm the return shipping address with the customer service firstly，and return the product by registered airmail with a tracking number，otherwise we will not be responsible for it.Please be sure to keep the shipping receipt with you after return. We will process for you upon receiving the screen shot of your receipt.
    The return shipping fee is less than 35% of the defective item(s) value, and also less than $40(USD). We will cover the actual postage (according to the receipt you provided). If the return shipping fee exceeds the limit above, please contact our CS department for further confirmation.
- After 90 days and within 150 days from shipment

Policy: Upon being returned, the defective item will only be replaced. Return shipping fee will be sole responsibility of customer.

Detail: If the product turns out to be defective after 90 days and within 150 days from shipment, Customer may mail the products back to us. We will still try to exchange your defective products for a brand new one where possible. Please notice that the return shipping costs will be on your sole responsibility, we will pay all the necessary shipping fees for the replaced products that we ship to you.

Policy: Upon being returned, the defective item will be forwarded to the factory for repair. The shipping cost both ways will be covered by customer.

Detail: Should the item become defective after 150 days from shipment, customers will still be allowed to send the unit back to us. We will help by forwarding the item to the manufacturer for repair or replacement. Until the product arrives at our warehouse, the shipping cost both ways have to be covered by the customer. Any cost incurred during the process will be at customer's expense as well.
- After 365 days from shipment

Policy: Refund or replacement for any item will be rejected after the 365 day period has expired.

After returning the defective product, please kindly provide us with proof as below:

Photos of the front and back of the packaging envelope or box

Partial shipment slips (if applicable)

Photo, video, screenshot, or description of the defective item

Photo, video, screenshot, or description of the defect or defective area

All customers should contact us by Customer Service Express before returning any item(s)/product(s).

If the item you received is completely different from the one you ordered, please contact us via our Customer Service Express and provide us the picture proof of the error.

If return is necessary, replacement plus shipping cost reimbursement will be issued to you on receipt of return proof. Please be sure that the incorrect item you return is in the original package and the merchandise is in the same condition in which it was received.

For the incorrect item, if you are able to find a use of it and prefer to keep it, you may suggest that to us and we will offer you a certain discount for buying it.

After receiving the incorrect product, please kindly provide us with proof as below:

The photos or video of the incorrect item(s)
The photos, video or screen shot showing the malfunction of the defective item(s)

Because different batches of the products are supplied, the item logo or packaging you received may vary from the one displayed on our website. If all the functions and appearance of the product prove to be correct, please understand that this case will not be included in this policy.
Return Unsatisfactory Products

If you are not happy for any reason with your purchase, then just return it within 10 days of receipt for a full refund or an exchange. If the return is not a result of our error, customers will be required to cover shipping cost both ways. And please make sure the item you send back to us is in the original packaging, and the merchandise is in the same condition.
Return Policy For Bra And underwear Items

In consideration of personal hygiene, bra and underwear items are not available for return excluding a quality issue. (The quality problem must be reported within 48 hours of delivery, and pictures clearly showing the defect(s) are necessary). Any return because of unfit size or product not as expected is unacceptable. We will provide an accurate size, please be sure the size is suitable before making purchase.

OOVOV reserves the right to make changes and/or improvements to this policy. Any changes will be updated on the forum/Policy Page/HELP section to keep the customers informed.

If there are any further inquiries, please contact our Customer Services Express for more information.

Footnote

* If your product is dead on arrival and the package takes longer (more than 30 days) to reach you, please contact us and offer the available proof of the delivery date within 5 days, we will then process for you according to the policy.

** During the rush season (such as Christmas) and holidays (including unforeseen delays) the warranty period will be extended - check the forum to see if there are any known delays

Click here if you want to know about refund regulations