Refund & Return Policy

At Optima, we want customers to have a clear understanding of how returns, exchanges, and refunds are handled. This Refund & Return Policy applies to purchases made through our ecommerce store.

This page provides general business policy guidance. For case-specific help, customers should contact support at [email protected] before sending any item back.

Return Eligibility

Items may be considered for return if they meet our return conditions and are reported within a reasonable time after delivery.

• The item must be unused, in its original condition, and returned with original packaging where possible.
• The item must not show signs of misuse, damage caused after delivery, or alteration by the customer.
• Proof of purchase or order details may be required to process a return request.

Damaged, Defective, or Wrong Items

If you receive a damaged, defective, or incorrect item, please contact us as soon as possible at [email protected] with your order details and a description of the issue.

• We may ask for photos, packaging details, or other information to review the claim.
• After review, we may offer a replacement, exchange, store credit, partial refund, or full refund depending on the situation.

Non-Returnable Items

Some products may not be eligible for return due to their nature, hygiene considerations, customization, or other business reasons.

• Items that have been used, opened, damaged by the customer, or returned incomplete may not qualify.
• Customized, personalized, clearance, or specially ordered items may be non-returnable unless defective or sent incorrectly.
• Certain categories may be excluded from return where clearly noted on the product page or at checkout.

Return Process

To request a return, please contact our support team before returning any product. Unauthorized returns may not be accepted.

• Email us at [email protected] with your order number, item details, and reason for return.
• Wait for return instructions from our support team.
• Pack the item securely and follow the instructions provided.
• Keep any courier or tracking record until the return is completed.

Inspection and Approval

Once a returned item is received, we may inspect it to confirm its condition and eligibility. Approval of a return, exchange, or refund depends on this review.

• If the item meets return conditions, we will proceed with the appropriate resolution.
• If the item does not meet return conditions, it may be sent back to the customer or the request may be declined.

Refunds

Approved refunds are generally issued using the original payment method where possible, or by another suitable method based on the transaction type and operational process.

• Shipping charges may be non-refundable unless the return is due to our error or a verified damaged or wrong item.
• Any deductions, where applicable, will be explained during the return review.
• Refund timing may vary depending on the payment method, provider processing time, and banking timelines.

Exchanges

Where possible, we may offer an exchange for the same product or a replacement item if the original product is damaged, defective, or incorrect, or if exchange stock is available.

• Exchange requests are subject to stock availability.
• If an exchange is not possible, we may offer another suitable resolution.

Return Shipping Costs

Return shipping responsibility may depend on the reason for the return.

• If the return is due to a wrong, damaged, or defective item verified by us, we may assist with return shipping handling or reimbursement as appropriate.
• If the return is due to customer preference, change of mind, or ordering the wrong item, return shipping costs are usually the customer’s responsibility.

Processing Time

We aim to review return requests and received items within a reasonable timeframe. Actual timing may vary depending on product type, courier transit, inspection needs, and payment provider processing.

Order Cancellations

If you need to cancel an order, please contact us quickly. We may be able to cancel only if the order has not yet been processed, packed, or shipped.

• If cancellation is approved before dispatch, an eligible refund may be arranged.
• If the order has already shipped, the standard return process may apply instead.

Contact

For returns, refunds, exchanges, or case-specific support, please contact Optima at [email protected].