Refund policy

Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unopened, unused, with any seals intact, and in its original packaging. You’ll also need the receipt or proof of purchase.

For hygiene and safety reasons, we accept returns of solid perfume only when the product is unopened, unused and in its original sealed packaging.

If you change your mind about your purchase, please contact us within 14 days of receiving your order to request a return. Returned items must remain sealed and in their original condition.

Opened or unsealed solid perfumes cannot be accepted for change-of-mind returns where the product is unsuitable for return for health or hygiene reasons once unsealed.

This policy does not affect your statutory rights. If your item arrives faulty, damaged or not as described, please contact us so we can resolve the issue in accordance with your consumer rights.

We accept returns of the Vessel is returned in its original condition, undamaged, and in its original packaging, including any protective materials supplied with the order.

Please ensure the item is carefully repackaged to prevent damage during return transit. Refunds may be subject to deductions where the item has been handled beyond what is necessary to inspect it, resulting in a loss of value.

This policy does not affect your statutory consumer rights.

To start a return, you can contact us at hello@ovaller.com. Please note that returns will need to be sent to the following address:

Ovaller Limited 
4 Thorneyfields Lane 
Stafford 
ST17 9YS 

If your return is accepted, we’ll provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return-related questions and our team are happy to work with you on ensuring a smooth process, please email: hello@ovaller.com.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, leaking, or if you receive the wrong item, so that we can evaluate the issue and make it right. Please note that some solid perfumes may arrive slightly fuller than others. This is completely normal and not a cause for concern. Any excess product can simply be used before placing the remaining perfume into your vessel.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including:

  • Opened or used fragrance and scent products

  • Personal care goods

  • Custom or personalised products

  • Sale items

  • Gift cards

For hygiene and safety reasons, any fragrance or scent product that has been opened, used, or tampered with is non-returnable and non-refundable.

Please get in touch if you have questions or concerns about your specific item before purchasing.

Exchanges

We only replace items if they are defective, damaged, or incorrect upon arrival. If you need an exchange for the same item, please contact us at  hello@ovaller.com.

European Union 14-Day Cooling Off Period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification.

However, please note that this right does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons once unsealed. Therefore, opened fragrance, scent, or personal care products cannot be returned once opened or unsealed.

Returned items must be unopened, unused, with seals intact, and in their original packaging, along with proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return and let you know whether your refund has been approved.

If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember it can take additional time for your bank or credit card provider to process and post the refund.

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

At this time, we are unable to provide a return label service. The cost of returning an item to us is therefore the responsibility of the customer, unless the item is being returned due to an error on our part or another circumstance where we are legally required to cover the return cost.