Refund policy

At ovp.mom, we take care to ensure that all teas, tea wares, and related products are packed and dispatched in good condition.

1. Return Window

For regular in-stock items, return requests must be made within 7 days from the date of delivery.

If more than 7 days have passed since delivery, we are unable to offer a refund, exchange, or replacement unless the item is defective or incorrect.

2. Eligibility for Return

To be eligible for a return, the item must be:

  • unused;
  • unopened;
  • in its original packaging;
  • in the same condition as received;
  • still in retail-resale condition;
  • accompanied by proof of purchase.

Items stated at the point of purchase as non-returnable are not eligible for return.

Please do not send any item back without our prior written approval.

3. Non-Returnable Items

The following items are non-returnable and non-refundable unless they arrive damaged or incorrect:

  • gift cards;
  • sale items;
  • opened tea products;
  • used tea ware;
  • items not in original packaging;
  • items not in retail-resale condition;
  • pre-order items, unless otherwise stated;
  • special indent or specially sourced items;
  • custom-order items.

4. Refunds

For approved returns of eligible regular in-stock items, refunds will be made to the original payment method after the returned item has been received and inspected.

Original shipping charges are non-refundable.

If the returned item is not in its original condition, has been opened, used, damaged after delivery, or is otherwise not suitable for resale, we reserve the right to reject the refund or make a partial refund at our discretion.

5. Exchanges and Replacements

We replace items only if they are defective, damaged in transit, or if the wrong item was sent.

If you need an exchange or replacement, please email us at jennifer@ovp.mom with:

  • your order number;
  • clear photos of the item;
  • photos of the packaging;
  • a short description of the issue.

If approved, we will advise the next step.

6. Pre-Order / Deposit / Special Indent Items

For pre-order, deposit-based, special indent, specially sourced, or custom-order items, separate cancellation and payment terms may apply.

Please refer to our Purchase Options Cancellation Policy.

Where a deposit has been collected for a pre-order or special indent item, such deposit is generally non-refundable if the order is cancelled by the customer.

7. Return Shipping

If your return is approved, the item should be sent to:

OVP TEA
1003 Toa Payoh Industrial Park #07-1503
Singapore 319075

Unless the item is defective, damaged in transit, or sent in error, return shipping costs are the responsibility of the customer.

We recommend using a trackable shipping service for returned parcels. We do not guarantee receipt of returned items without tracking.

8. Contact

For any return, exchange, or product issue, please contact:

Email: jennifer@ovp.mom
WhatsApp: +65 8110 8189