If a purchase is not right, this policy explains when a return can be requested and how Ovio handles approved refunds.
Last updated: 27 July 2026
Seven-day return window
You may request a return within seven days after delivery. The item must be unused, in perfect original condition, and returned with its original packaging. Keep the order confirmation and packaging until the request is resolved.
Items that cannot be returned
- Sale, clearance, gift-card, or other item identified as final sale.
- A pillow or other hygiene-sensitive product after its sealed or protective packaging has been opened, unless the item is faulty or applicable law requires a remedy.
- An item that has been used, altered, washed, damaged after delivery, or is no longer in its original condition and packaging.
Starting a return
Use the customer-care form with your order number, the item you want to return, and the reason. Add clear photographs when relevant. Do not send an item to a supplier or return address until Ovio has approved the request and provided instructions; an unapproved return may not reach the correct fulfilment partner.
Return shipping
The customer pays return shipping for an eligible change-of-mind return. Use a trackable service and keep the receipt, because the parcel remains the customer’s responsibility until received. Where an item is damaged in transit, incorrect, faulty, or otherwise entitled to a remedy under applicable law, Ovio will provide the legally required remedy and will not make the customer bear a cost the law places on Ovio.
Damaged, faulty, or incorrect items
Inspect each parcel after delivery. Report an item that arrived damaged, faulty, or incorrect within 48 hours where reasonably possible, and include the order number plus clear photographs of the item, packaging, and shipping label. For a split order, check every tracking reference before reporting an item missing.
Refunds
After an approved return is received and inspected, we will tell you whether the refund is accepted. An accepted refund is issued to the original payment method. Allow 5–10 business days after Ovio issues it for a bank or payment provider to display the credit. Original delivery charges are not refunded for a change-of-mind return, unless applicable law requires otherwise.
Cancellations
A cancellation may only be possible before dispatch. Contact us as soon as possible and preferably within 12 hours of purchase. We cannot promise that a supplier can stop an order after processing has started.
Consumer rights
This policy does not exclude, restrict, or replace any guarantee, right, or remedy that cannot lawfully be excluded. This includes rights under the Australian Consumer Law where it applies to the purchase.