Refund & Exchange Policy

1. Order Acceptance Confirmation

Upon the issuance of the official tax invoice, the Buyer shall be conclusively deemed to have fully inspected, verified and accepted the quantity, condition, quality and specifications of the purchased goods. No dispute regarding product condition shall be accepted after invoice issuance.

2. Exchange Eligibility & Terms

For in-stock regular items, the Buyer may apply for exchange within 7 calendar days from the date of purchase, subject to all the following conditions:

• The original official invoice and complete original packaging must be presented for any exchange application;
• The item must be returned in unused, unwashed, unscratched and undamaged condition, with all original tags, labels, accessories and components intact;
• Each purchased item is limited to one-time exchange only; repeated exchanges for the same item are not allowed.

OVO reserves the absolute discretionary right to accept or reject any return or exchange application, including but not limited to items that fail to meet the above condition requirements.

3. Non-Returnable & Non-Exchangeable Items

The above exchange policy does not apply to the following goods. No return, exchange or refund request will be entertained under any circumstances:

• Custom / Made-to-Order Items: Specially commissioned, personalized, custom-made products. Exchange is only permitted if the defect is caused by material flaws or workmanship errors resulting from OVO's gross negligence;
• Promotional & Display Items: All clearance goods, sale items, promotional products and in-store display units;
• Restricted Goods: Personal care products, hazardous materials, flammable liquids and compressed gases;
• Virtual & Monetary Vouchers: Gift cards, store credits and all types of virtual vouchers.

4. No Cash Refund Clause

Under no circumstances will cash refunds, cash rebates or credit note refunds be provided. All approved post-purchase remedies are strictly limited to product exchange only.

5. Defect & Damage Claims

All claims for damaged, defective, incorrect or missing goods must be submitted on the date of purchase or the date of delivery / self-collection. Late claims will not be accepted.

All damage and defect claims are governed by the eligibility rules and restrictions stipulated in Clause 2 and Clause 3. Verified defective goods are eligible for exchange in accordance with the 7-day exchange window and condition standards above.

6. Return & Exchange Application Procedure

To initiate a return or exchange request, please contact our customer support team at: sales.hp@ovo.com.hk

If your application is approved, OVO will issue a return shipping label together with guidelines covering the return address, packaging standards and delivery instructions.

Any items returned without prior written approval from OVO will be rejected and returned at the sender's sole cost.

7. Post-Delivery Inspection Obligation

Buyers must thoroughly inspect the quantity, appearance, functionality and completeness of the goods immediately upon receipt. Please notify OVO promptly of any hidden defects, physical damage, incorrect items or missing parts for official investigation and resolution.

8. Final Provisions

If any inconsistency exists between product page descriptions and this official policy, the terms of this Refund & Exchange Policy shall prevail. OVO reserves the right to amend this policy without prior notice. The latest version published on the official website shall be legally binding.