Refund policy

1. Eligibility for returns

Unopened, unused, non-perishable merchandise in its original packaging may be eligible for return within 14 days after delivery. Proof of purchase is required.

For food-safety and hygiene reasons, perishable, refrigerated, frozen, prepared, or opened food cannot be physically returned. If a food item arrives spoiled, unsafe, damaged, missing, or different from what was ordered, it may qualify for a refund, replacement, or store credit after review.

2. Reporting an order problem

Start a request from the order-help option in your Oviq account, or contact Oviq using the details in the footer. Submit the request within the help window displayed for the order. Problems involving perishable food should be reported as soon as possible after delivery, preferably within 24 hours.

Include the order number, a description of the problem, and clear photographs when the item is damaged, incorrect, leaking, spoiled, or unsafe. For shipped orders, include photographs of the outer packaging, shipping label, coolant, and temperature information when available. Do not discard the product or packaging until Oviq confirms that it is no longer needed for review.

3. Authorized returns

Contact Oviq and receive return instructions before sending any item. Unauthorized packages may not be accepted. Approved non-perishable returns must be packaged securely and sent using the instructions provided by Oviq.

Customers are normally responsible for return shipping when they changed their mind or ordered the wrong eligible item. If Oviq sent an incorrect or defective item, Oviq may provide a prepaid label, arrange pickup, or resolve the issue without requiring a return. Use a trackable service for any customer-paid return; Oviq is not responsible for a return lost before it is received.

4. Review and resolution

Oviq reviews the order record, delivery or carrier status, photographs, returned merchandise, and other available evidence. Depending on the circumstances and product availability, an approved resolution may be a replacement, exchange, store credit, partial refund, or full refund.

Items that are opened, used, missing original packaging, damaged after delivery, returned without authorization, or outside the applicable request period may be declined. This does not limit rights that cannot be waived under applicable law.

5. Refund amounts

Approved refunds are issued to the original payment method. Original delivery or shipping charges are generally not refundable when the order and service were completed correctly. If the problem was caused by an Oviq error, the relevant delivery or shipping charge may also be refunded. Discounts, credits, partial refunds, and previously refunded amounts are included when calculating the remaining eligible amount; a refund will never exceed the amount actually paid.

6. Processing time

Oviq will send confirmation after a refund is submitted to the payment processor. Banks and card issuers commonly require an additional 5 to 10 business days to post the funds, although timing varies by institution and is outside Oviq's control.

7. Cancellations

An order may be cancelled from the account page only while the cancellation option is available. Once preparation, courier dispatch, or shipment has begun, cancellation may no longer be possible. Any approved cancellation refund is returned to the original payment method and remains subject to bank processing time.

8. Contact and policy updates

Use the order-help page whenever possible so the request remains connected to the order. Other questions may be sent using Oviq's contact details in the footer. Oviq may update this policy as operations or legal requirements change; the effective date above identifies the current version.