Refund policy
Refund & Replacement Policy
Due to the intimate nature of our products, we do not accept returns or exchanges. All sales are final once an order is delivered. This policy exists to protect hygiene and product safety for all customers, and applies to every order regardless of reason (change of mind, wrong size/color preference, etc.).
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or is not what you ordered, contact us within 7 days of the delivery date (as shown by tracking) at ohvenus.shop@gmail.com.
To process your claim, please include:
- Your order number
- Photo or video evidence of the issue
- A description of the problem
Once verified, we will resolve the issue with either a replacement or a refund, at our discretion, based on stock availability and the nature of the issue.
Claims submitted after 7 days from delivery, or without supporting evidence, will not be eligible for resolution.
Refunds
If a refund is approved, it will be issued to your original payment method within 10 business days of approval. Processing times by your bank or card provider may add further delay. If more than 15 business days have passed since approval with no refund received, contact us at ohvenus.shop@gmail.com.
Shipping Coverage
This policy applies to all orders shipped within Malaysia and select Southeast Asian countries we currently serve. Local consumer protection laws in your country of residence apply where they cannot be waived by this policy.