Refund policy

OVELLI REFUND & RETURN POLICY

Last Updated: June 2026

At Ovelli, we stand behind the quality of everything we create. Many of our products are made to order or custom-made, so please review our policy before placing an order.

Returns

We accept returns on eligible, non-custom items within 5 days of delivery.

To qualify for a return, items must:

  • Be unworn, unwashed, and unused.
  • Have all original tags and packaging.
  • Be free of stains, odors, pet hair, or damage.
  • Include proof of purchase.

Items returned that do not meet these conditions may be refused.

Final Sale Items

The following items are final sale and cannot be returned, exchanged, or refunded:

  • Custom Grillz
  • Grillz molding kits
  • Custom jewelry
  • Personalized or made-to-order products
  • Gift cards
  • Clearance or sale items (unless required by law)

Due to the custom nature of these products, all sales are final once production begins.

Custom Grillz

Custom Grillz are handcrafted specifically for each customer using their impressions or scans.

Because every set is made exclusively for the customer:

  • Orders cannot be canceled once production has started.
  • Refunds are not available after impressions have been received and production has begun.
  • If there is a manufacturing defect or an error made by Ovelli, we will repair or remake the Grillz at no additional cost.

Fit issues caused by inaccurate impressions may require a new impression kit or adjustment fee.

Exchanges

We offer exchanges for apparel if:

  • The requested size is available.
  • The exchange request is submitted within 14 days of delivery.
  • The item is in new condition.

Customers are responsible for return shipping unless the wrong item was shipped or the item arrived defective.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, contact us within 48 hours of delivery.

Please include:

  • Your order number
  • Photos of the item
  • Photos of the packaging

We'll review the issue and provide a replacement, repair, or refund if the issue was caused by us.

Order Cancellations

Orders may be canceled before production begins.

Once an order has entered production, it cannot be canceled.

Custom products cannot be canceled after production has started.

Shipping

Shipping costs are non-refundable unless the return is due to an error by Ovelli.

Customers are responsible for return shipping costs unless otherwise stated.

Ovelli is not responsible for delays caused by:

  • Shipping carriers
  • Weather
  • Customs
  • Incorrect shipping addresses provided by the customer

Chargebacks

If you experience an issue with your order, please contact Ovelli before filing a payment dispute.

Filing a chargeback while a custom order is actively being produced may result in:

  • Immediate suspension of production.
  • Shipment being withheld until the dispute is resolved.
  • Any custom work already completed remaining non-refundable if the dispute is decided in Ovelli's favor.

We are committed to resolving issues directly whenever possible.

Refund Processing

Once an approved return is received and inspected, refunds will be issued to the original payment method.

Please allow 5–10 business days for your financial institution to process the refund.

Original shipping charges are not refundable.

Contact

For return requests or order issues, contact:

Ovelli Customer Support
Email: support@ovellistudios.us

Please include your order number so we can assist you as quickly as possible.

By placing an order with Ovelli, you acknowledge that you have read and agreed to this Refund & Return Policy.