Refund Policy of Ohpoily

Effective Date: 2025.08.27

At Ohpoily, we want you to be completely satisfied with your purchase of our versatile staples and exclusive occasionwear. This Refund Policy outlines the terms and conditions for requesting and processing refunds, ensuring transparency and clarity for all our customers worldwide. By making a purchase on our website www.ohpoily.com, you agree to comply with the provisions of this policy.

1. Eligibility for Refunds

To qualify for a refund, your request must meet the following criteria:

Return Period: The refund request must be initiated within 60 days from the date of delivery of your order. Requests made after this period will not be accepted, unless otherwise required by applicable law.
Product Condition: The product(s) being returned must be in their original, unused, and undamaged condition. This includes:
All original tags, labels, and packaging intact (e.g., garment tags, dust bags for occasionwear, product boxes for accessories).
No signs of wear, washing, alterations, or damage (e.g., stains, tears, snags on fabric).
For footwear or accessories, no scuffs on soles, no missing parts, and all protective coverings (if applicable) still in place.
Proof of Purchase: You must provide a valid proof of purchase, such as your order confirmation email, order number, or receipt.
Exceptions: The following items are not eligible for refunds unless they are defective or incorrectly shipped by us:
Customized or personalized products (e.g., monogrammed occasionwear, made-to-measure staples).
Final sale items (clearly marked as “Final Sale” on the product page at the time of purchase).

2. How to Request a Refund

To initiate a refund, follow these simple steps:

Contact Customer Service: Reach out to our customer service team via email at [email protected] with the following information:

Your full name and order number (found in your order confirmation email).
The name and SKU number (if available) of the product(s) you wish to return for a refund.
A detailed reason for the refund request (e.g., “product doesn’t fit,” “received incorrect item,” “defective fabric”).
Clear photos of the product(s) (including tags, packaging, and any defects, if applicable) to help us assess your request.

Receive Return Authorization: Once we review your request, we will send you a Return Merchandise Authorization (RMA) number via email within 1-2 business days, provided your request is eligible. This RMA number is mandatory for processing your return—do not ship products without it.
Ship the Product(s): Package the product(s) securely to prevent damage during transit. Clearly write the RMA number on the outside of the package (do not place it on the original product packaging). Ship the package to the return address provided in the RMA email.

You are responsible for the cost of return shipping, unless the refund is due to our error (e.g., defective product, incorrect item shipped, wrong size sent). In such cases, we will reimburse your return shipping costs upon receipt of a valid shipping receipt.
We recommend using a trackable shipping service and retaining the tracking number, as we are not liable for lost or damaged packages during return transit.

3. Refund Processing Timeline

Once we receive and inspect your returned product(s), we will process your refund according to the following timeline:

Inspection Period: We typically inspect returned packages within 2-3 business days of receipt. During inspection, we verify that the product(s) meet the eligibility criteria outlined in Section 1.
Refund Initiation: If the inspection is successful, we will initiate the refund to your original payment method within 1 business day of approval.
Refund Credit Time: Refunds take 5-10 business days to reflect in your account, depending on your payment provider (e.g., credit card issuer, PayPal). The timing may vary slightly due to processing delays by your bank or financial institution—we cannot accelerate this step.
Currency: All refunds are processed in United States Dollars (USD), matching the currency used for your original purchase. If your payment was made in a different currency, your bank or payment provider will convert the refund amount to your local currency using their current exchange rate. We are not responsible for any fees or fluctuations in exchange rates incurred during this conversion.

4. Refund Amount

The amount of your refund will be determined based on the following:

Full Refund: If the product(s) are eligible and returned in compliance with this policy, you will receive a full refund of the purchase price (excluding any original shipping fees, though Ohpoily offers free global shipping on all orders—so no shipping costs are deducted in most cases).
Partial Refund: A partial refund may be issued if:
The product(s) show minor signs of use or damage that do not affect functionality (e.g., slight creasing on fabric that can be resolved).
Original packaging or tags are missing, but the product itself is unused and undamaged.
The product(s) are returned after the 60-day period but within a reasonable timeframe (at our discretion, and only if justified by exceptional circumstances).
No Refund: No refund will be issued if:
The product(s) are returned in non-eligible condition (e.g., used, damaged, altered).
The return is made without a valid RMA number.
The product(s) are final sale or customized (unless defective).

5. Special Cases: Defective or Incorrect Products

If you receive a product that is defective (e.g., broken seams, faulty zippers, fabric defects) or incorrect (e.g., wrong item, wrong size, wrong color), please follow these steps for a hassle-free refund or replacement:

Contact our customer service team at [email protected] within 7 days of delivery (instead of the 60-day period) with photos of the defect or incorrect item, along with your order details.
We will cover all return shipping costs—simply provide us with your shipping receipt, and we will reimburse the amount to your original payment method.
Upon receiving the defective/incorrect product, we will either:

Issue a full refund (processed within 5-10 business days), or
Send a replacement product (free of charge, with global shipping included) if the item is in stock.
If a replacement is not available, we will automatically issue a full refund.

6. Cancellations and Refunds

If you wish to cancel your order before it is shipped, contact us at [email protected] with your order number. We will cancel the order and issue a full refund within 1-2 business days, which will reflect in your account within 5-10 business days.

If your order has already been shipped, you cannot cancel it—you will need to follow the return and refund process outlined in Sections 2-4 once you receive the product.

7. Refund Status Inquiries

If you have not received your refund within the 5-10 business day window, or if you have questions about the status of your refund:

Check your order confirmation email for updates—we will send you an email when the refund is initiated.
Contact your payment provider (e.g., credit card company, PayPal) to confirm if the refund is pending or has been processed (sometimes banks hold refunds temporarily).
If you still need assistance, email our customer service team at [email protected] with your order number and refund reference (if available), and we will investigate and provide an update within 1 business day.

8. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website, with the new “Effective Date” noted at the top. We encourage you to review this policy periodically before making a purchase. Your continued use of our website and purchase of products after the effective date of changes constitutes your acceptance of the updated policy.

9. Contact Us

For any questions, concerns, or assistance with refunds, please contact our dedicated customer service team:

Email: [email protected]