Refund policy

1. Return Eligibility
In accordance with Vietnam's consumer protection regulations, our customers have the right to return eligible products within 7 calendar days from the date of delivery. To qualify for a return, the items must meet the following conditions:

  • The product must be unworn, unused, and free from any signs of wear, damage, or alteration.

  • The item must be returned in its original packaging, including all protective materials, branded boxes, and any accompanying documentation.

  • Customized or personalized jewelry pieces are excluded from return eligibility unless they are proven to be defective upon arrival.

2. Return & Refund Procedure
If you wish to return an item, please follow these steps:

  • Step 1: Contact our dedicated customer support team via email at helpdesk@otavioz.com within the 7-day return window. Please include your order number, a clear description of the reason for return, and clear photos of the product in its original condition.

  • Step 2: Upon receiving your request, our team will review the case and issue a Return Merchandise Authorization (RMA) code. We will then provide you with detailed instructions on how to securely package and ship the item. (Note: For specific return shipping address details, please contact our support at helpdesk@otavioz.com).

  • Step 3: Once we receive the returned product and confirm it meets the return criteria, we will process your refund to the original payment method within 5–10 business days. You will receive an email confirmation once the refund has been initiated.

3. Shipping Costs & Fees
Return shipping costs will be the responsibility of the buyer, unless the product was delivered with a manufacturing defect or in a damaged condition. We do not charge any restocking fees for eligible returns processed through helpdesk@otavioz.com.

4. Exchanges
For size exchanges or variants, we recommend contacting us immediately via helpdesk@otavioz.com. If inventory permits, we can assist you with the exchange process.

5. Contact Information
For any questions regarding returns, refunds, or product issues, please do not hesitate to reach out to us at helpdesk@otavioz.com.