Refund policy
RETURNS & REFUNDS POLICY
Last updated: 17 June 2026
We want you to be completely happy with your OVATA purchase. If you are not, this policy explains how we can help.
1. YOUR LEGAL RIGHT TO CANCEL
If you are a UK consumer buying online, you have the statutory right to cancel your order within 14 calendar days of receiving your goods — for any reason, with no explanation needed.
To exercise this right, notify us in writing within the 14-day period at support@getovata.com, quoting your order number. You must return the goods to us within 14 days of notifying us.
2. OUR EXTENDED 30-DAY RETURNS POLICY
In addition to your statutory rights, we accept returns within 30 days of receipt — opened or unopened — for any reason.
To start a return:
1. Email support@getovata.com with your order number and reason for return.
2. We will reply within 2 business days with return instructions and our return address.
3. Pack the item securely and send it back to us.
3. RETURN SHIPPING COSTS
Return shipping costs are the responsibility of the customer in all cases, except where the product is faulty, defective, or incorrect — in which case we will cover all return shipping costs in full.
We recommend using a tracked shipping service for your return, as we cannot be responsible for items lost or damaged in transit back to us.
4. CONDITION OF RETURNED GOODS
Returned products must be in a reasonable condition. If goods are returned damaged due to mishandling beyond what was needed to inspect them, we reserve the right to deduct an amount from your refund reflecting the reduction in value.
5. REFUNDS
Once we receive and inspect your returned item, we will process your refund within 14 days. Refunds are issued to your original payment method. You will receive a confirmation email when your refund has been processed.
Please note that original outbound shipping charges (if any were paid) are non-refundable unless the return is due to our error.
6. FAULTY, DAMAGED OR INCORRECT PRODUCTS
If your product arrives damaged, defective, or if you received the wrong item, please contact us within 48 hours of delivery at support@getovata.com with:
• Your order number
• A description of the issue
• Photos of the product and packaging
We will arrange a full refund or replacement at no cost to you, and we will cover all return shipping costs in full.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If your product does not meet these standards within 30 days of purchase, you are entitled to a full refund with no return shipping charge.
7. SUBSCRIPTION ORDERS
If you are on a subscription plan, please cancel before your next billing date to avoid being charged for the following cycle. See our Subscription Terms for full details.
Where a subscription order has already been dispatched, our standard returns policy applies — including the return shipping cost requirement above.
8. CONTACT US
Email: support@getovata.com
We aim to respond within 1–2 business days.
Your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 are not affected by this policy.