Return Policy — Clarifying Your Concerns

Last Updated: June 16, 2026

Thank you for shopping with Ovelnara Storia. We want our return and resolution process to be clear, fair, and easy to understand. If you experience any issue with your order, please contact our support team at support@ovelnarastoria.com and include your Order Code and Purchase Email so we can assist you as quickly as possible.

Q: What rules apply to your standard return process?

A: All purchases are generally considered final and non-refundable. We do not accept returns or exchanges due to a change of mind, personal preference, or incorrect selection made by the customer.

Resolutions are available only for items that are confirmed to be defective, damaged during delivery, or incorrectly fulfilled.

Q: What should I do if my item arrives damaged, defective, or incorrect?

A: We are committed to resolving verified order issues promptly. Please follow the steps below:

1. Inspect Your Order: Please check your items immediately after delivery and contact us within 7 calendar days of receiving your package.

2. Submit a Claim: Email support@ovelnarastoria.com with:

   • Your Order Code and Purchase Email

   • A clear explanation of the issue

   • Photos or video showing the damage, defect, or incorrect item

3. Review Process: Our support team will review your request and provide a fair solution, which may include a replacement, partial refund, or full refund depending on the situation.

Q: Can I exchange an item for another size, color, or style?

A: No. We do not offer standard exchanges for size, color, style, or preference changes. Replacement items are only provided when a claim is approved for a defective, damaged, or incorrect product.

Q: Can I send items back without contacting support first?

A: No. Please do not send any items back without written approval from our support team. For security and inventory control reasons, unauthorized returns may be refused and will not qualify for a refund, replacement, or compensation.

Q: Who should I contact for return or order concerns?

A: For the fastest assistance, please contact us at support@ovelnarastoria.com with your Order Code and Purchase Email. Our team will review your case and guide you through the next steps.

1. Return Shipping

Customers are responsible for return shipping costs unless otherwise approved by our support team. Original shipping fees are non-refundable.

2. Damages & Issues

Please inspect your order upon arrival. If an item is defective, damaged, or incorrect, contact us immediately at support@ovelnarastoria.com so we can review the issue and provide assistance.

3. Non-Returnable Items

The following items cannot be returned:

• Custom or personalized products

• Personal care or hygiene items

• Hazardous materials, flammable liquids, or gases

• Sale items and gift cards

4. European Union 14-Day Cooling-Off Period

For orders shipped to the European Union, customers may have the right to cancel or return an order within 14 days for any reason, without providing justification.

Items must be unused, in their original packaging, and accompanied by proof of purchase.

5. Refunds

Once we receive and inspect an approved return, we will notify you of the refund status.

• Approved Refunds: Refunds will be issued to the original payment method

• Processing Time: Refund processing may take up to 10 business days. Your bank or card provider may require an additional 3–5 business days to post the refund

If more than 15 business days have passed since your refund was approved, please contact us at support@ovelnarastoria.com.

6. Return Address

A return shipping label or written return authorization from Ovelnara Storia is required before sending any item back.

• Company Name: HONGKONG COSONIC LIMITED

• Address: ROOM S116, 2/F, THE CAPITAL, 61-65 CHATHAM ROAD SOUTH, TSIM SHA TSUI, HONG KONG

• Customer Support: support@ovelnarastoria.com

• Phone: +1（934）345-2899