Ovi Exchange Policy

At Ovi, we take great pride in creating clothing that reflects comfort, quality, and confidence.

If something you ordered isn’t quite right, we’re happy to help you exchange it.

Please note that we do not offer cash refunds — exchanges only.

Eligibility for Exchanges

To ensure a smooth process, exchanges will only be accepted under the following conditions:

✔ Within 7 Days

Items must be exchanged within 7 days from the date of purchase.

✔ Original Condition

The product must be:

  • Unworn

  • Unwashed

  • Unaltered

  • Free from stains, perfume, or damage

  • Complete with all original tags attached

❌ Items We Cannot Accept

We do not accept exchanges for:

  • Used or damaged garments

  • Items bought on sale, purchased at a discount, or received as an exchange

  • Items without proof of purchase

✔ Proof of Purchase

A receipt or order confirmation email is required for all exchanges.

✔ Exchange Options

Depending on availability, you can exchange for:

  • A different size

  • A different color

  • A different item of similar value

If these conditions are not met, Ovi reserves the right to decline the exchange.

Where to Exchange Your Item

In-Store Purchases

Items bought from our physical store can only be exchanged in-store.

Online Purchases

Items bought through our website can be exchanged:

  • At any Ovi store

    or

  • Through our Online Exchange Service

Online Exchange Process

If you wish to exchange an online purchase, please contact us first:

📱 WhatsApp: +94 77 675 0134

💬 DM: Instagram / Facebook

Once your request is approved, please send the item to the following address:

Ovi Online Store

683/C, Thalangama North, Battaramulla, Sri Lanka.

📞 +94 77 675 0134

Include the following details inside the package:

  • Name

  • Contact Number

  • Order Number

After We Receive Your Package

We will carry out a quality check.

If everything meets our exchange criteria:

  • We will contact you to confirm your preferred replacement item(s).

  • Exchanges will be processed based on availability.

  • If the requested item is not available, an online exchange coupon may be offered.

Please note: Items are not reserved until your return is received and inspected.

Important Notes

  • Customers are responsible for the parcel until it reaches our return address.

  • Please ensure the package is well-sealed and clearly labeled inside and outside.

  • Missing sender information may delay or void your exchange.

  • Delivery charges for exchange shipments must be covered by the customer.

  • Any applicable taxes or duties for international exchanges will be the customer’s responsibility.

  • Local exchanges may take up to 8 business days, and international exchanges up to 15 business days.

  • Only one exchange per order is allowed.

  • Items purchased using an exchange coupon are not eligible for a second exchange.

Faulty or Incorrect Products

If an item arrives damaged, faulty, or not what you ordered, please notify us within 24 hours of receiving it.

In such cases:

  • Ovi will arrange free pickup of the item

  • A replacement or refund will be issued after inspection

  • If the fault results from misuse, neglect, or late reporting, the claim may be rejected

In-Store Faulty Item Exchange

If a faulty item was purchased in-store, please bring it — along with the original receipt — to any Ovi store for assessment.