Effective Date: April 2025
1. Overview
Welcome to OVMPS. This Return & Refund Policy applies to all purchases made through our marketplace platform — including physical products, digital products, and service-based bookings or appointments.
As a multivendor marketplace, individual vendor policies may vary slightly, but all vendors are required to meet or exceed the standard outlined below.
2. Returns/Return Shipping Rules
- You may request a return within 24 hours to 5 working days of delivery, as contained in items 11 and 12 of this return policy.
- Items must be unused, in their original packaging, and in the same condition as received.
- Certain items such as perishable goods, customized products, or intimate items may not be eligible for return.
- RETURN SHIPPING RULES
- The logistics partner shall bear full responsibility and cover the delivery or return cost if the item is lost, damaged, or mishandled while in their possession.
- The customer shall pay the return delivery fee only when the return is due to a change of mind or no fault of the vendor or logistics partner.
- The vendor shall pay the return delivery fee when the return is caused by vendor error, including wrong item, incomplete package, fake item, or incorrect description.
3. Return Process
To initiate a return:
- Log in to your OVMPS account and navigate to Orders → Request Return.
- Select the item, provide a reason for the return, and upload any supporting images if necessary.
- You will receive a Return Authorization and shipping instructions from us or the vendor.
- Customers are responsible for return shipping costs, unless the item is defective or incorrect.
4. Refunds
- Once the returned item is received and inspected, a refund will be issued within 3–14 working days.
- Refunds are processed to the original method of payment.
- Shipping charges and transaction fees may be deducted if applicable.
5. Booking / Appointment Cancellation
- Bookings can be canceled up to 24–48 hours before the scheduled appointment for a full refund (subject to vendor’s cancellation terms).
- Late cancellations or no-shows may not be eligible for refunds.
6. Booking / Appointment Rescheduling
- Rescheduling must be done at least 24 hours in advance.
- Vendors reserve the right to approve or deny rescheduling requests based on availability.
7. Refunds for Bookings
- Refunds are issued for canceled or missed appointments only if the service provider fails to deliver the service or cancels unexpectedly.
- Approved refunds will be processed within 6 working days to the original payment method.
8. Vendor-Specific Policies
- Some vendors may have additional policies in place.
- These will be clearly displayed on the product or service listing page.
- In the event of a conflict between vendor terms and this policy, the OVMPS policy will apply.
9. Disputes & Support
If you are unable to resolve an issue directly with a vendor:
- Contact our support team at support@ovmps.com within 6 working days of the incident.
- Provide order details, communication records, and any relevant documentation.
- Our team will investigate and mediate the dispute to ensure a fair outcome.
10. Changes to This Policy
We reserve the right to update or modify this Return & Refund Policy at any time.
Changes will be posted on this page and become effective immediately upon publication.
For questions or concerns, please contact us:
📧 Email: info@ovmps.com
📱 WhatsApp: 08104533998
💬 Live Chat: Available on our website
11. Items Eligible for Return
Customers may return the following types of items, subject to these or vendor-specific conditions:
| Item Type | Return Window | Conditions |
|---|---|---|
| Clothing & Apparel | Within 5 workdays | Must be unworn, unwashed, with tags and original packaging. |
| Electronics | Within 5 workdays | Must include original packaging, manuals, and accessories. Item must be in the same condition received. |
| Home Goods & Décor | Within 5 workdays | Must be unused and in original packaging. |
| Beauty Products (unopened) | Within 5 workdays | Must be sealed and unused. Opened items not accepted. |
| Books & Stationery | Within 5 workdays | Must be unused and in resealable condition. |
| Toys & Games | Within 5 workdays | Must be unused, undamaged, and all parts included. |
| Shoes & Accessories | Within 5 workdays | Must be unworn and returned in original box. |
| Non-perishable Kitchenware | Within 5 workdays | Must be unused and include all components. |
12. Items Not Eligible for Return
Certain items are non-returnable due to hygiene, safety, customization, or perishable nature:
| Item Type | Reason |
|---|---|
| Personalized or Custom-Made Products | Cannot be resold or reused. |
| Opened Beauty & Personal Care Products | For hygiene and safety reasons. |
| Perishable Goods (e.g., Food, Fruits, Plants, Flowers) | Cannot be restocked or reused. |
| Intimate Apparel (e.g., Underwear, Lingerie) | Due to hygiene standards. |
| Digital Goods (e.g., Downloads, Licenses) | Irreversible delivery. |
| Gift Cards & Store Credit | Final sale, non-refundable. |
| Health and Wellness Items (e.g., Drugs, Supplements) | Refundable only if unopened, unsealed, or different from what was ordered. |
| Used or Damaged Products | Unless defective or damaged during transit. |
13. Exceptions for Damaged or Defective Items
Even for non-returnable categories, customers may be eligible for a refund or replacement if:
- The issue is not caused by misuse from the customer.
- The item arrived damaged, defective, or incomplete.
- Proof (photos or videos) is provided within 48 hours of delivery.