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.