Refund policy
We want you to be genuinely happy with what you buy from us. If something isn't right, this page explains exactly how returns, exchanges, and refunds work: no fine print buried in a separate document, and no runaround.
Our promise
If you change your mind, or an item doesn't work out, you can return it within 30 days of delivery for a full refund. We don't charge restocking fees, and we don't make you jump through hoops to get your money back.
The 30-day return window
You have 30 days from the date your order is delivered to let us know you'd like to return it. We ask that items come back to us in a condition we could reasonably resell, which generally means:
- Unused, or used only to the extent you'd be able to in a physical store (for example, it's fine to plug something in briefly to confirm it works, but using it regularly for two weeks and then deciding to return it isn't a "change of mind" return in the same sense);
- Complete: with all accessories, parts, cables, manuals, and anything else that shipped in the box;
- In its original packaging wherever possible. Products often travel poorly without their original box and padding, and an item that comes back damaged in transit because of inadequate packaging may not be eligible for a full refund;
- With protective film or covers intact on any parts you haven't needed to remove them from.
None of this is designed to catch you out; it's simply what lets us offer a genuinely no-questions-asked 30-day window instead of a stricter one.
How to start a return
Starting a return is simple:
- Email support@oventa.com with your order number and the item you'd like to return.
- We'll reply within one business day with return instructions, including where to send the item.
- Pack the item securely, ideally in its original packaging, and send it back to the address we provide.
- Once it arrives and passes inspection, we process your refund.
You don't need to fill out a special form or explain your reason in detail; knowing the order number and what you're sending back is enough for us to get started.
How refunds work
Once your return arrives, we inspect it to confirm it meets the conditions above. Assuming it does, we issue a full refund to your original payment method within 5 to 10 business days of receiving it.
A few things worth knowing about timing:
- The 5 to 10 business day window covers the time it takes us to inspect the return and process the refund on our end.
- After we issue the refund, your bank or card issuer may take additional time (often a few extra business days) before it shows up on your statement. This part is outside our control, but if it's taking unusually long, we're happy to help you follow up.
- You'll get an email confirmation the moment we process the refund, so you have a clear record of when it was issued.
If an item comes back visibly used well beyond what's reasonable to check it works, or is missing parts, we may need to reduce the refund amount to reflect that. If this applies to your return, we'll always email you first to explain the reason and the adjusted amount; you won't be surprised by a partial refund with no explanation, and you can ask to have the item shipped back to you instead if you'd prefer that to a reduced refund.
Damaged, defective, or incorrect items
Sometimes something goes wrong before an item even reaches you: it arrives damaged in transit, doesn't work as it should, or isn't the item you actually ordered. If that happens:
- Contact us within 48 hours of delivery at support@oventa.com.
- Include your order number, a brief description of the problem, and a photo or two of the item and its packaging.
- We'll get back to you promptly with next steps, usually a replacement or a full refund, including any shipping costs you paid.
We ask for the 48-hour window because it lets us act quickly and, where relevant, file a claim with the shipping carrier while the details are still fresh. If you notice a problem slightly outside that window, reach out anyway. We'd still rather hear from you and try to help than have you stuck with something that isn't right.
Manufacturer warranty
Many of our products are covered by the manufacturer's own warranty. Warranty length and coverage vary by product and manufacturer, and are generally noted on the product packaging or, where the manufacturer publishes it, on the product page. We don't layer an additional blanket guarantee of our own on top of the manufacturer's terms, because we'd rather point you to the coverage that's actually backed by the people who made the product.
If you're ever unsure whether something is a return issue or a warranty issue, just email us. We'll help you figure out which route makes more sense and, if it's a warranty matter, help you get in touch with the right people.
Exchanges
We don't currently offer direct one-for-one exchanges. If you'd like a different size, color, or model, the fastest path is to return the original item for a refund and place a new order for the one you want. That way you're not waiting on us to process a swap, and your refund stays straightforward. If the item you want is out of stock, we'll let you know before you send anything back.
What we're not able to accept back
A small number of items fall outside our standard return policy:
- Consumable or single-use items that have been opened, unless they're defective;
- Items that have been installed, plumbed in, or hard-wired by you or a third party, unless they're defective; once something is connected and used in place, we can't treat it as new;
- Items that have been modified, damaged through misuse, connected to the wrong voltage or power source, or repaired by someone other than us or an authorized service provider.
If you're not sure whether your item falls into one of these categories, just ask. We'd rather clarify upfront than have you box something up only to find it's not eligible.
Before you return it, let's talk
A surprising number of things that look like defects turn out to be something simple: a setting that needs adjusting, a transit lock still in place, or a part that hasn't been fully seated. Before you go to the trouble of packing something up, email us at support@oventa.com and describe what's happening. We can often solve the issue in a single reply, and if it turns out to genuinely be a defect, we'll say so right away and help arrange the return.
Questions
If anything on this page is unclear, or your situation doesn't fit neatly into what's described above, reach out. We'd much rather have a short conversation and get it right than leave you guessing.