Return & Refund Policy
Opalviva™ Company & Customer Support Details
Clear Support When a Purchase Needs a Second Look
We want the return process to be understandable before you need it. This policy explains when a return may be requested, how to start the process, where approved returns should be sent, who is responsible for return shipping, and how approved refunds are issued.
30-Day Return Window
Eligible items may be returned within 30 calendar days after delivery.
Contact Us First
Returns must be requested and approved before an item is sent back.
Refund Processing
Approved refunds are generally issued within 5–10 business days after inspection.
Customer Support
Our listed support hours are 24 hours a day, 7 days a week.
Return Window
Eligible products may be returned within 30 calendar days after delivery.
The return request must be submitted within this 30-day period. Requests received after the return window may not qualify unless required by applicable law.
Return Eligibility
To qualify for a standard return, the product should be returned in substantially the same condition in which it was received.
Unless the return relates to a confirmed defect, damage, incorrect item, or another issue caused before delivery, the product should generally be:
- Unused and not intentionally damaged
- Free from excessive wear, alteration, or misuse
- Returned with the original packaging where reasonably possible
- Accompanied by the included accessories, cables, components, and manuals originally supplied
- Supported by an order number, receipt, or other proof of purchase
How to Start a Return
Before sending any item back, please contact our customer support team at:
Email: service@opalviva.com
To help us review your request efficiently, please include:
Return Address & Instructions
Please do not automatically send returns to our registered business address.
Depending on the product, inventory location, and destination, approved returns may need to be sent to a designated return facility that is different from our legal company address.
Once your return request has been reviewed and approved, our customer support team will provide the appropriate:
- Return warehouse or return facility address
- Packaging instructions
- Return reference or authorization information
- Shipping-label instructions where applicable
Room 419-5, Building 5, No. 16 Jiaqi Road, Xianlin Subdistrict, Yuhang District, Hangzhou City, Zhejiang Province unless our customer support team specifically instructs you to do so for that return.
Return Shipping Costs
Responsibility for return shipping depends on why the item is being returned.
Preference-Based Returns
If you are returning an eligible item because you changed your mind, ordered the wrong item, or no longer want the product, you are generally responsible for the return shipping cost.
Damaged, Defective or Incorrect Items
If the product arrives damaged, defective, incorrect, or materially different from the product description, we will provide an appropriate replacement, refund, or return solution at no additional return-shipping cost to you.
Damaged, Defective or Incorrect Orders
Please inspect your order after delivery.
If an item arrives damaged, appears defective, is not the item you ordered, or is materially different from its product description, contact us as soon as reasonably possible.
Please provide your order number and, where relevant, clear photos or video showing the issue.
After reviewing the information, we will determine an appropriate solution. Depending on the circumstances, this may include:
- Replacement
- Refund
- Return with appropriate shipping arrangements
- Other reasonable resolution agreed with the customer
Items That May Not Qualify for Return
Certain products or circumstances may not qualify for a standard preference-based return.
Examples can include:
- Products that have been intentionally damaged, modified, or misused after delivery
- Products missing significant components because of customer handling after delivery
- Custom or personalized items where clearly disclosed before purchase
- Gift cards, if offered
- Items clearly identified as final sale before purchase, where permitted by applicable law
Exchanges
To help avoid delays and inventory mismatches, exchanges are generally handled as a return followed by a new order.
If you would like a different product, model, or available variant:
- Request a return for the original eligible item
- Complete the authorized return process
- Place a new order for the preferred replacement item
If the original item is defective or incorrect, contact us first so that we can determine the appropriate solution before you place another order.
Refund Processing
After an authorized return reaches the designated return facility, the item will be reviewed.
We will notify you when the return has been inspected and whether the refund has been approved.
When approved:
- The refund will be issued to the original payment method
- We generally issue approved refunds within 5–10 business days after the returned item has been received and inspected
- Your bank, card issuer, PayPal, or other payment provider may require additional time to post the refund to your account
European Union 14-Day Cooling-Off Right
Where applicable under European Union consumer law, customers receiving qualifying orders in the European Union may have the right to cancel the purchase within 14 days without providing a reason.
To exercise this right, contact us within the applicable cooling-off period.
Unless an exception under applicable law applies, returned products should be kept in a condition consistent with reasonable inspection and should include the original accessories and packaging where possible.
Order Cancellations Before Shipment
If you need to cancel an order before shipment, contact us as soon as possible at service@opalviva.com .
Cancellation requests should be submitted within 12 hours after placing the order.
Once an order has entered fulfillment or has been handed to a shipping partner, cancellation may no longer be possible.
Questions About a Return or Refund
If you are unsure whether your product qualifies for a return, need the correct return address, or have questions about an approved refund, please contact us before sending the product anywhere.
Email:
service@opalviva.com
Phone:
+86 2034060477
Customer Support Hours:
24 Hours a Day, 7 Days a Week
Contact Us for the Correct Return Instructions
Return routing can vary depending on the product and fulfillment location. For that reason, customers should not independently ship products to the registered business address or to an address found on the original parcel.
Contact service@opalviva.com first. Once the request has been reviewed, we will provide the appropriate return destination and instructions.
This helps ensure that your return can be identified, received, and processed correctly.