At OhWavy.com, customer satisfaction is important to us. If you receive a defective, damaged, or incorrect product, we’re here to help.
Eligibility for Exchange or Refund
You may request an exchange or refund within 3 days of receiving your order if:
The product is damaged during transit.
The product has a manufacturing defect.
You receive the wrong item.
The product is dead on arrival (DOA).
To be eligible, the product must be unused (unless testing is necessary to identify the defect), and all original packaging, accessories, manuals, and tags must be included.
Unboxing Video Required
To process any claim for a damaged, missing, or incorrect product, you must record a continuous unboxing video from the moment the sealed package is opened until all contents are fully visible.
Claims submitted without a clear and uninterrupted unboxing video may not be eligible for approval.
Products Not Eligible for Return
For hygiene and safety reasons, we do not accept returns or exchanges for:
Lingerie
Personal care products
Intimate products that have been used, or have come into contact with the body
Please review product descriptions carefully before placing your order. If you have any questions, our customer support team is happy to assist you before you make a purchase.
Manufacturer Defects
If a product has a manufacturing defect, it will be inspected after it is returned. Once the defect is verified, we will offer either:
A replacement product, or
A refund, depending on product availability and the nature of the issue.
For battery-operated products, please testWe the item immediately upon delivery before first use. Products that have been used may not be covered under the manufacturer’s warranty.
Change of Mind
We generally do not accept returns or exchanges for products due to a change of mind.
In exceptional cases, requests may be considered at our sole discretion if:
The request is made within 3 days of delivery.
The product is unopened, unused, and in its original sealed packaging.
If approved, a refund may be issued as store credit, subject to inspection and approval. The amount of store credit, if any, will be determined based on the condition of the returned product.
Return Shipping
Once your return request is approved, you will be responsible for the return shipping costs unless the return is due to our error (such as receiving the wrong product or a verified defective item).
We recommend using a trackable shipping service, as OhWavy.com is not responsible for returns lost in transit.
How to Request a Return
To request a return or exchange:
Contact our customer support within 3 days of receiving your order.
Share your order number along with the required unboxing video and clear photos showing the issue.
Wait for approval and return instructions before shipping the product.
Once we receive and inspect the returned item, we will notify you of the status of your request.
Refund Process
If your return is approved, your refund or replacement will be processed as soon as possible.
Refunds (where applicable) will be issued to the original payment method or as store credit, depending on the circumstances and the payment method used.
Quality Assurance
Every order undergoes a quality inspection before shipment to minimize the possibility of defective or incorrect products. Although issues are rare, we are committed to resolving them quickly and fairly if they occur.
