Request a return
Open the Returns Centre from the relevant order, select the affected item and provide the reason for your request.
RETURNS & REFUNDS
Returns & Refunds.
Returns & Refunds.
Simple. Fair. Clear.
If an eligible purchase is not right, OVIA keeps the return connected to the original marketplace order so the product, seller, payment and fulfilment record can be reviewed together. Start from your order, explain the issue accurately and follow the confirmed return instructions.
↻Clear return routeStart from the original order₵Refund visibilityTrack the approved resolution?Customer supportHelp when self-service is not enough
Four clear steps from request to resolution.
Keeping the process inside OVIA preserves the marketplace record and helps the right team review what happened.
Prepare the item
Keep the item, packaging, accessories, labels and useful evidence together while the request is being reviewed.
Follow return instructions
Use only the confirmed return method and destination. Do not send products to an unverified address or informal contact.
Receive the resolution
Once the return is reviewed, follow the status provided for refund, replacement or another approved resolution.
Eligibility depends on the order, product and condition.
Not every product or circumstance is identical. The Returns Centre evaluates the request against the marketplace record and applicable policy.
- Start within the applicable return window shown for the purchase.
- Keep the product in the condition required for the relevant return reason.
- Include original accessories, labels and packaging where applicable.
- Provide accurate information and useful supporting evidence when requested.
- Some product types may have additional restrictions for hygiene, safety, customisation or other legitimate reasons.
Approval and settlement are separate stages.
After a return or cancellation is approved, the refund still has to move through the applicable payment process. The payment channel and financial institution may affect when funds become visible.
1Return reviewedMarketplace checks the order and approved outcome.2Refund initiatedThe applicable payment process is started.3Settlement completedYour bank or payment provider reflects the completed refund.
Read Payment Guidance →NEED HELP WITH A RETURN?
Use the Returns Centre first. Contact Customer Service when you need more help.
Have your order number, affected product and a concise description of the issue ready. Keep relevant photos and packaging until the case is resolved.
Clear & transparent
Return requests stay tied to the original marketplace transaction.
Practical process
Each stage tells you what information or action is needed next.
Safer handling
Confirmed instructions reduce the risk of sending products to the wrong destination.
Customer focused
Support routes remain available when the standard return path is not enough.
OVIA MARKETPLACE
A clear process when an order needs attention.
See how eligible returns, cancellations and refunds are handled.