1. Order Cancellation
Most orders are sent to production within 12 hours of payment.
- Within 12 hours of payment, you may cancel your order for a full refund, as long as production hasn't started yet. Email us at service@ocevia.com as soon as possible.
- After 12 hours, your order has likely entered production and can no longer be canceled or refunded.
Please double-check your order details (model, customization options, shipping address) before paying.
2. When We Accept Returns or Refunds
Because of the personal nature of our products, we accept returns or refunds only in the following situations, subject to verification:
(a) The product arrived damaged in transit. If the outer packaging looks badly damaged on delivery, take clear photos or video of the unopened parcel — including the shipping label — before opening. Then open it carefully and document any damage to the product itself. Send everything to us within 24 hours of delivery.
(b) You received the wrong product. If what you received doesn't match your order, send us photos of the product, the packaging, and the shipping label. We'll arrange a replacement or another fair resolution.
(c) The product has a manufacturing defect. If the product has a defect that was present on arrival — not caused by use — let us know with clear photos or video showing the issue, within 24 hours of delivery.
For all three cases, please email service@ocevia.com with your order number and the supporting media. Claims submitted after 24 hours may not be accepted, so please inspect your order promptly.
3. What We Can't Accept
For hygiene, safety, and privacy reasons, the following are not eligible for return, refund, or exchange:
- products that have been opened, used, washed, altered, or repaired after delivery;
- change of mind, personal preference, or the product not matching your expectations on appearance, feel, or size (minor variations from photos are normal — see our Terms of Service, Section 7);
- damage caused by misuse, accidents, improper cleaning, wrong storage, or not following the care instructions;
- custom or personalized products (skin tone, body type, hair, accessories, etc.), except where a confirmed manufacturing defect was present at delivery;
- delays, seizures, or refused deliveries caused by customs or local import restrictions (see our Terms of Service, Section 5).
What counts as user-caused damage? Anything not present at delivery that results from how the product is handled afterwards — including tears, cracks, deformation, discoloration, punctures, heat damage, liquid damage, use of harsh cleaning agents, excessive force, or storage that doesn't follow our care guidelines. This is not a manufacturing defect.
4. How to File a Claim
To submit a claim, email service@ocevia.com within 24 hours of delivery with:
- your order number;
- a clear description of the issue;
- photos or video showing the problem (and the outer packaging and shipping label, if damage-related);
- your preferred resolution (refund, replacement, or repair).
Our team will respond within 2 business days. We may ask follow-up questions or request additional photos. Please keep the product and all packaging until your claim is resolved — we may need them for the carrier's investigation.
5. How Refunds Are Processed
Once a refund is approved, we'll issue it to the original payment method within 5 business days. After that, it usually takes another 5–10 business days for the funds to appear in your account, depending on your bank or card issuer — that part is outside our control.
If you paid by a method that doesn't support direct refunds, we'll work with you on an alternative such as store credit.
6. Chargebacks
If something goes wrong with your order, please contact us first — most issues can be resolved quickly. Filing a chargeback without first reaching out makes the process much slower and may delay any refund you're entitled to. We reserve the right to dispute chargebacks that don't comply with this policy.
7. Changes to This Policy
We may update this policy from time to time. The version published on the Site at the time you place your order is the one that applies to your purchase.
8. Contact Us
Ocevia International Trade (HK) Limited Room 1003, 10/F, Po Fat Commercial Building, 20 Austin Avenue, Tsim Sha Tsui, Kowloon, Hong Kong SAR
Email: service@oceviadoll.com