Return & Refund Policy

Last Updated: November 11, 2026

1. Introduction

At ozvanio, we value our customers and strive to provide a straightforward and reliable shopping experience. We understand that there may be occasions when a purchased product needs to be returned or a refund requested.

This Return & Refund Policy outlines the conditions for eligible returns, the responsibilities associated with return shipping, refund procedures, and the steps customers should follow when requesting after-sales assistance.

Our online store is operated by Heyuan Yueli Youpin Technology Co., Ltd. under the brand name ozvanio.

We encourage customers to review this policy before making a purchase so that they understand the procedures and requirements applicable to returns and refunds.

Nothing in this policy is intended to exclude or restrict any mandatory consumer rights available under applicable law.

2. Return Period

Customers may request a return for eligible purchases within 30 calendar days after the delivery date.

The return period begins when the package is marked as delivered or delivery is otherwise confirmed.

To qualify under our standard return policy, customers must contact our customer support team and submit their request within the applicable 30-day period.

Requests submitted after this period may not qualify under our standard return arrangements, except where an extension or other remedy is required by applicable law.

We recommend checking your purchase after delivery and contacting us promptly if you identify any concerns.

3. Return Eligibility and Product Conditions

For standard returns resulting from personal preference or a change of mind, products should generally satisfy the following conditions:

• The product should remain unused and unworn, where applicable.

• The product should be maintained in its original condition.

• Original packaging, labels, tags, and included accessories should be retained where reasonably available.

• The product should not show signs of damage, alteration, washing, or misuse after delivery.

• The return request must be submitted within the applicable 30-day return period.

• Prior authorization must be obtained from our customer support team.

Customers should provide valid order information so that we can verify the original purchase.

Returns involving damaged, defective, incomplete, or incorrectly supplied products will be evaluated separately according to the circumstances.

These conditions do not limit any statutory rights or remedies available to customers under applicable consumer protection laws.

4. Return Reasons and Shipping Cost Responsibilities

The responsibility for return shipping costs depends on the reason for the return.

Our standard arrangements are explained below.

4.1 Personal Preference Returns

Customers may request an eligible return because of a change of mind, personal preference, or another reason unrelated to a product defect or an error on our part.

For eligible returns of this nature:

• Customers are responsible for the applicable return shipping costs.

• Customers must arrange and pay for the return shipment.

• Products must satisfy the applicable return conditions.

• Return authorization must be obtained before shipment.

Customers should follow the return instructions provided by our support team and use the designated return destination.

We recommend selecting a shipping service that provides tracking information so that the returned package can be monitored during transportation.

4.2 Damaged or Defective Products

If a product arrives damaged or has a qualifying defect, please contact our customer support team for assistance.

When a return is required because of a qualifying product issue:

ozvanio will cover the applicable return shipping costs.

To help us evaluate the situation, customers may be asked to provide clear photographs or videos showing the reported issue.

Depending on the circumstances, an appropriate resolution may include a replacement, authorized return, refund, or another suitable remedy.

4.3 Incorrect Products

If you receive an item that does not match your order because of an error on our part, please notify our customer support team.

When a return is required because of our fulfillment error:

ozvanio will cover the applicable return shipping costs.

Please provide your order details and photographs of the received product where available.

Our team will review the information and provide the appropriate return or replacement instructions.

5. How to Submit a Return Request

All returns must be reviewed and approved by our customer support team before products are shipped back.

To initiate a return, please contact us through the following email address:

Email: service@ozvanio.com

Please include the following information in your request:

• Your full name.

• Your order number.

• The email address used during checkout.

• The name or description of the product.

• The reason for requesting a return.

• A brief explanation of the issue.

• Supporting photographs or videos, where applicable.

After receiving your request, our team will review the submitted information and determine whether the purchase qualifies for a return under this policy.

If your request is approved, we will provide the designated return address and the relevant shipping instructions.

Please do not send any product back before receiving return authorization from our customer support team.

6. Return Authorization and Shipping Instructions

Prior authorization is required for all returns.

This procedure helps us identify returned purchases, verify the relevant order information, and ensure that products are sent to the correct destination.

Once your return request has been approved, our team will provide:

• Confirmation of return approval.

• The designated return shipping address.

• Applicable packaging and shipping instructions.

• Information about return shipping responsibilities.

• Any additional details needed to complete the return.

Customers should carefully follow the instructions provided by our team.

Important Return Address Notice

The business address listed on our Contact Us page is provided for company identification and general correspondence.

It is not necessarily our designated return shipping address.

Please do not send returned products to our business address unless our customer support team has specifically confirmed that it is the correct return destination.

Packages sent without authorization or to an unconfirmed address may experience processing delays.

7. Return Inspection

After an authorized return has been delivered to the designated destination, the returned product will undergo an inspection.

The inspection process may include:

• Confirming that the returned item matches the original order.

• Reviewing the product's overall condition.

• Checking included accessories and components.

• Evaluating any reported damage or defects.

• Confirming whether the return satisfies the applicable policy conditions.

This process helps us determine whether the return qualifies for a refund or another appropriate resolution.

If additional information is required, our customer support team may contact you through the email address associated with your purchase.

After the review is completed, we will communicate the outcome and explain the next steps.

8. Refund Eligibility and Approval

Refunds are available for purchases that qualify under this policy and applicable consumer protection requirements.

An eligible refund request may be considered when:

• The purchase can be verified.

• The return satisfies the applicable conditions.

• The return has been authorized by our customer support team.

• The returned product has been received and inspected, where a physical return is required.

Requests involving damaged, defective, or incorrectly supplied products will be assessed according to the circumstances.

If a request cannot be approved under our standard return policy, we will explain the reason, subject to any mandatory rights or remedies available under applicable law.

9. Refund Processing Time

Once an authorized returned product has been received and inspected, approved refunds are generally processed within:

5–10 business days.

This period refers to our standard processing time after the returned product has been received and the inspection has been completed.

After the refund has been initiated, additional time may be required before the funds appear in your account.

The actual posting time may depend on:

• Your bank or financial institution.

• Your card issuer.

• The original payment method.

• The payment service provider.

• The processing procedures applicable to your transaction.

If the refund does not appear after the expected processing period, we recommend contacting your payment provider or reaching out to our customer support team.

10. Refund Method

Approved refunds are generally issued to the original payment method used for the purchase.

For example:

• Payments made using a credit or debit card are generally refunded to the same card.

• Payments made through another supported payment service are generally returned through the original payment channel.

Using the original payment method helps maintain transaction consistency and supports the verification of the original purchase.

If the original payment method is no longer available or cannot receive the refund, please contact us so that we can review the circumstances and determine an appropriate arrangement in accordance with applicable payment procedures and legal requirements.

11. Exchanges and Replacement Requests

If you prefer an exchange rather than a refund, please contact our customer support team before returning the original product.

Exchange and replacement requests will be reviewed based on:

• The original purchase information.

• The reason for the request.

• The condition of the product.

• Availability of the requested replacement.

• Applicable after-sales conditions.

If the requested replacement is unavailable, we will discuss an appropriate alternative or refund arrangement.

For qualifying damaged, defective, or incorrectly supplied products, our team will review the circumstances and provide an appropriate resolution.

When a return is required because of a qualifying product issue or an error on our part, ozvanio will cover the applicable return shipping costs.

12. Damaged, Defective, or Incorrect Products

We want every customer to receive the products they ordered in the expected condition.

If your order arrives damaged, defective, incomplete, or different from what you purchased, please contact our customer support team as soon as reasonably possible.

To help us investigate the issue, please provide:

• Your order number.

• The name or description of the affected product.

• A clear explanation of the problem.

• Photographs or videos showing the reported issue, where available.

• Photographs of the external packaging, if relevant.

Our team will review the information and explain the appropriate next steps.

Depending on the circumstances, the resolution may include:

• An appropriate replacement.

• An authorized return.

• A refund.

• Another suitable remedy.

When a return is required because of a qualifying product issue or an error on our part, ozvanio will cover the applicable return shipping costs.

Customers retain any additional rights and remedies available under applicable consumer protection laws.

13. Order Cancellation Requests

If you wish to cancel an order before it has been dispatched, please contact our customer support team as soon as possible.

We will review the request according to the current order processing status.

If the order has not entered processing or dispatch, we will assess whether cancellation can be accommodated.

Once an order has entered processing or has been handed over to the shipping carrier, cancellation may no longer be available through our standard procedures.

If the package has already been dispatched, customers may submit a return request according to this policy.

When a cancellation is accepted after payment has been collected, the applicable refund will generally be issued to the original payment method.

Any mandatory cancellation or withdrawal rights under applicable consumer protection laws remain unaffected.

14. Missing or Undelivered Packages

If your order has not arrived or the tracking information indicates a delivery problem, please contact our customer support team so that we can review the shipment.

Please provide:

• Your order number.

• Your tracking number, if available.

• The email address used during checkout.

• A brief description of the delivery concern.

We will review the available shipping information and assist with the appropriate next steps.

If a shipment is confirmed to be lost or otherwise undelivered, we will assess the circumstances and handle the matter in accordance with applicable requirements.

15. Refunds for Unavailable Products or Unfulfilled Orders

Product availability may change because of inventory conditions or other operational circumstances.

If a product becomes unavailable after an order has been submitted and we cannot fulfill the purchase, we will contact the affected customer.

Depending on the circumstances, we may discuss an alternative product or another appropriate arrangement.

If the order or affected product cannot be supplied and payment has already been collected, an applicable refund will be arranged.

Approved refunds will generally be issued through the original payment method, subject to applicable payment procedures and legal requirements.

16. Important Information About Return Shipping

Customers should carefully review the return instructions provided after their request has been approved.

Our standard return shipping responsibilities are summarized below:

Return Reason	Return Shipping Responsibility
Change of mind or personal preference	Customer
Qualifying damaged or defective product	ozvanio
Incorrect product caused by our error	ozvanio

For eligible personal preference returns, customers are responsible for arranging and paying the applicable return shipment.

For qualifying product issues or fulfillment errors, our team will explain the applicable return shipping arrangements after reviewing the request.

We recommend retaining relevant shipping receipts and tracking information until the return process has been completed.

17. Statutory Consumer Rights

This Return & Refund Policy explains the standard procedures followed by ozvanio when handling returns and refunds.

It is intended to operate in accordance with applicable consumer protection laws and regulations.

Nothing in this policy is intended to exclude, restrict, or replace any mandatory consumer rights, statutory warranties, or legal remedies available to customers.

Where applicable law provides additional rights or protections, those requirements will prevail to the extent of any conflict with this policy.

Customers retain all rights that cannot legally be waived or restricted.

18. Changes to This Policy

We may update this Return & Refund Policy periodically to reflect changes in our business operations, after-sales procedures, refund arrangements, or applicable legal requirements.

Any revised version will be published on this page together with an updated Last Updated date.

We encourage customers to review this page before making a purchase so that they remain informed about the current return and refund arrangements.

Changes will be handled in accordance with applicable laws and existing contractual obligations.

19. Contact Information

If you have questions about returning a product, requesting a refund, reporting a damaged item, or resolving another after-sales concern, please contact our customer support team.

Our official business information is as follows:

Brand Name: ozvanio

Legal Company Name: Heyuan Yueli Youpin Technology Co., Ltd.

Customer Service Email: service@ozvanio.com

Business Phone: +86 762-3336729

Business Address:

Area B, 2nd Floor, No. A32, Jinbi Garden, East Changan Residential Zone, Datong Road, Yuancheng District, Heyuan City, Guangdong Province, China.

Please note that this business address is not necessarily the designated return shipping address. The correct return destination will be provided after your request has been reviewed and approved.

For faster assistance, please include your order number and the email address used during checkout.

Thank you for choosing ozvanio. We appreciate your confidence in our store and remain committed to providing clear after-sales procedures and helpful customer support.