Return policy
At ohpollyo, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, we are happy to assist with eligible returns and refunds according to the policy below.
Website: ohpollyo.com
Customer Service Email: service@ohpollyo.com
1. Order Cancellation
We understand that sometimes you may need to change or cancel an order.
You may request to cancel your order before the order has been shipped or processed for production.
If your cancellation request is accepted before shipment or production, you will receive a full refund to your original payment method.
Once an order has been shipped or has entered the production/fulfillment process, we may be unable to cancel it.
If your order has already shipped, please receive the package and contact our customer service team to request an eligible return.
To request a cancellation, please contact us as soon as possible at:
Please include your order number and the email address used to place the order.
2. Returns
We accept eligible returns within 14 days after the date you receive your order.
To be eligible for a return, the item must:
- Be requested for return within 14 days of delivery
- Be unused and unworn
- Be in its original condition
- Have all original tags attached, where applicable
- Be returned in its original packaging, where reasonably possible
- Not be damaged, washed, altered, stained, or otherwise used
- Include valid proof of purchase or order information
For hygiene and safety reasons, certain items may not be eligible for return if they have been worn, washed, damaged, or otherwise used.
We reserve the right to refuse a return if the item does not meet the eligibility requirements described above.
Please do not send your return to the manufacturer or to an address shown on the package.
You must contact our customer service team first to receive the appropriate return instructions and return address.
Return Request
To start a return, please email:
Please provide:
- Order number
- Customer name
- Email address used for the order
- Item(s) you wish to return
- Reason for the return
- Photos of the item, if requested by our customer service team
We will review your request and provide return instructions if your request is eligible.
3. Return Shipping
Customers may be responsible for the cost of return shipping for returns that are made because of personal preference, such as:
- Wrong size selected
- Changed mind
- No longer wanted
- Color preference
- Style preference
However, if you receive an item that is damaged, defective, incorrect, or significantly different from the item you ordered, please contact us as soon as possible.
In these situations, we will review the issue and, where appropriate, provide a suitable resolution, which may include a replacement, refund, or return shipping assistance.
No restocking fee will be charged for eligible returns.
Customers will not be charged more than once for shipping costs associated with a return.
4. Damaged, Defective, or Incorrect Items
Please inspect your order when you receive it.
If you receive:
- A damaged item
- A defective item
- The wrong item
- The wrong size or color due to our fulfillment error
- An item that is materially different from what you ordered
please contact us at service@ohpollyo.com as soon as reasonably possible.
Please include your order number and clear photos or videos showing the issue.
Our customer service team will review the information and determine the appropriate solution.
Depending on the circumstances, we may offer a replacement, refund, or other appropriate resolution.
Please do not return a damaged, defective, or incorrect item before contacting us.
5. Refunds
Once your returned item is received and inspected, we will notify you by email regarding the status of your return.
If your return is approved, your refund will be processed to your original payment method.
Refund processing may take 3–7 business days after the return has been approved.
After we issue the refund, your bank or payment provider may require additional processing time before the funds appear in your account.
The exact time required may vary depending on your bank, credit card company, or payment provider.
6. Late or Missing Refunds
If you have been notified that your refund has been issued but you have not received it yet:
Step 1: Check your bank account or credit card statement again.
Step 2: Contact your credit card company or payment provider, as it may take additional time for the refund to be posted.
Step 3: Contact your bank to confirm whether the refund is still being processed.
If you have completed these steps and still have not received your refund, please contact us at:
Please include your order number so that we can assist you more efficiently.
7. Exchanges
We do not guarantee direct exchanges for all products or sizes because inventory availability may change.
If you need a different size, color, or style, please contact us at:
We will review your request and let you know what options are available.
In some cases, you may need to return the original item and place a new order for the desired item.
8. Sale and Promotional Items
Unless otherwise stated on the product page or at checkout, eligible sale or promotional items may be subject to the same return requirements described in this policy.
Certain specially marked, clearance, final-sale, or promotional products may be non-returnable where permitted by applicable law.
Any applicable final-sale restriction will be clearly stated on the relevant product page or during checkout.
9. Return Address
For security and processing purposes, please do not send your return to the address on your shipping package unless specifically instructed by our customer service team.
Return instructions and the applicable return address will be provided after your return request has been reviewed and approved.
Please contact:
to obtain the correct return address.
10. Return Processing
After we receive your returned package, our team will inspect the item to determine whether it meets the requirements of this Return Policy.
If the return is approved, we will process your refund according to the refund terms described above.
If a returned item does not meet our eligibility requirements, we may reject the return or provide a partial resolution where appropriate and permitted by applicable law.
We will notify you by email if there is an issue with your return.
11. Important Return Conditions
Please keep the following in mind:
- Returns must be requested within 14 days of delivery.
- Items must be unworn, unused, and in their original condition.
- Items should include original tags and packaging where applicable.
- We do not charge a restocking fee for eligible returns.
- Please obtain return instructions before sending an item back.
- We are not responsible for returns sent to an incorrect or unauthorized address.
- Customers should use a trackable shipping service when returning an item.
- We recommend keeping your return shipping receipt and tracking information until your refund has been completed.
12. Contact Us
If you have any questions about cancellations, returns, refunds, or exchanges, please contact our customer service team.
ohpollyo
Website: ohpollyo.com
Email: service@ohpollyo.com
Our customer service team will review your request and provide assistance based on this Return & Refund Policy and applicable law.