Ohpolny Refund Policy

At Ohpolny, we want every customer to be fully satisfied with their London-designed womenswear purchase. This Refund Policy outlines the terms, conditions, and process for requesting a refund, ensuring transparency and clarity throughout your post-purchase experience. We adhere to fair practices that align with our commitment to quality and customer trust.

1. Eligibility for Refunds

To qualify for a refund, your return must meet the following criteria:

  • Timeframe: The refund request must be initiated within 30 days from the date of delivery (as confirmed by your shipping carrier’s delivery confirmation). Requests made after this period will not be accepted, except in cases of manufacturing defects or shipping errors (see Section 4).
  • Item Condition: Items must be in their original, unused, and undamaged condition—unworn, unwashed, with all original tags, labels, and packaging (e.g., dust bags for delicate garments, tissue paper for occasionwear) intact. We cannot process refunds for items with signs of wear, makeup stains, altered hems, or missing components (e.g., buttons, belts that came with the garment).
  • Proof of Purchase: You must provide a valid proof of purchase, such as your order confirmation email (sent to your registered email address), order number, or receipt. Refunds cannot be processed without verifying your purchase.
  • Exclusions: The following items are not eligible for refunds:
  • Final sale items (clearly marked “Final Sale” on the product page at the time of purchase).
  • Custom or made-to-order garments (unless they have a manufacturing defect).
  • Garments damaged due to improper care (e.g., failure to follow care instructions on the tag, such as dry-clean-only items washed in a machine).

2. How to Request a Refund

Follow these steps to initiate a refund:

  1. Contact Our Team: First, email our customer service team at [email protected] with the subject line “Refund Request “. Include the following details in your email:
  • Your full name and registered email address (matching the one used for the order).
  • Order number (found in your order confirmation email or account dashboard).
  • Name and SKU of the item(s) you wish to return for a refund.
  • Reason for the refund (e.g., “item doesn’t fit”, “style not as expected”—this helps us improve our offerings).
  • Photos of the item (optional but recommended for items with potential defects, to speed up processing).
  1. Receive Return Authorization: Our team will review your request within 2 business days. If approved, we’ll send you a Return Authorization (RA) number and a pre-paid shipping label (for UK orders; international customers may need to cover return shipping costs—see Section 3) via email.
  2. Ship the Item Back: Package the eligible item(s) securely, include a note with your RA number and order details, and ship it to the address provided in the RA email. We recommend using a trackable shipping service (we are not responsible for lost or misdirected return packages).
  3. We Verify the Return: Once we receive your package (typically 3–5 business days for UK returns, 7–14 days for international returns), our quality team will inspect the item(s) to confirm they meet the refund eligibility criteria.

3. Refund Processing & Timing

  • Inspection Result: If the item passes inspection, we’ll initiate the refund within 2 business days of verification. If the item fails inspection (e.g., damaged, worn), we’ll notify you via email and return the item to you at your expense—no refund will be processed.
  • Refund Method: Refunds will be issued to the original payment method used for the purchase (e.g., credit card, debit card, PayPal). We cannot process refunds to alternative payment methods for security reasons.
  • Refund Timing: The time it takes for the refund to appear in your account depends on your bank or payment provider:
  • Credit/debit cards: 3–7 business days (some banks may take up to 10 business days, especially for international transactions).
  • PayPal: 1–3 business days.
  • We do not charge any fees for processing refunds—you will receive the full purchase price (excluding original shipping costs, unless the refund is due to our error, such as sending the wrong item or a defective product).
  • Return Shipping Costs:
  • UK orders: We cover return shipping costs for eligible refunds (via the pre-paid label provided).
  • International orders: Customers are responsible for return shipping costs. We recommend purchasing shipping insurance for high-value items, as we cannot refund lost or damaged international return packages.

4. Refunds for Special Cases

  • Manufacturing Defects: If you receive a garment with a manufacturing defect (e.g., faulty stitching, broken zippers, fabric flaws that were not visible on the product page), please contact us within 7 days of delivery with photos of the defect and your order details. We will:
  • Cover all return shipping costs (domestic and international).
  • Process a full refund (including original shipping costs) within 2 business days of verifying the defect, or offer a replacement (if the item is in stock) at no extra cost—whichever you prefer.
  • Shipping Errors: If we send you the wrong item (e.g., incorrect size, style, or color) or your order arrives damaged due to shipping, please notify us within 48 hours of delivery with photos of the incorrect/damaged item and the shipping package. We will:
  • Arrange for the incorrect/damaged item to be returned at our expense.
  • Process a full refund (including original shipping costs) or send the correct item (if available) at no cost to you—your choice.
  • Cancelled Orders: If you cancel an order before it has been shipped, we will process a full refund within 2 business days of cancellation. If the order has already been shipped, you will need to follow the standard refund process outlined in Section 2 once you receive the item.

5. Refund Inquiries

If you have questions about the status of your refund, or if you haven’t received your refund within the expected timeframe, please contact our customer service team at [email protected] with your order number and RA number (if applicable). We will investigate your inquiry and provide an update within 2 business days.

6. Changes to This Refund Policy

We may update this Refund Policy periodically to reflect changes in our operations, legal requirements, or customer feedback. When updates are made, we will revise the “Last Updated” date at the top of this page and post the new policy on our website. We encourage you to review this policy before making a purchase, as it applies to all orders placed after the updated date.

At Ohpolny, we aim to make the refund process as smooth as possible—because your satisfaction with our premium womenswear and service matters most to us.