Refund policy
At Optivoura, we want you to feel confident when shopping with us. If something isn’t right with your order, please contact our customer support team and we’ll do our best to help.
30-Day Returns
We offer a 30-day return period for eligible products.
To request a return, please contact us within 30 days of receiving your order.
To be eligible for a change-of-mind return, your item must:
- Be unused, unopened and in its original condition
- Be returned in its original packaging
- Include all original accessories, inserts or components
- Be accompanied by proof of purchase or your order number
For hygiene and safety reasons, products that have been opened, used or had their protective seals removed may not be eligible for a change-of-mind return.
Please contact us at support@optivoura.com before sending any product back. Returns sent without prior approval may not be accepted.
Change of Mind
We understand that sometimes you may change your mind.
Eligible unopened and unused products may be returned within 30 days of delivery.
Customers are responsible for return shipping costs for change-of-mind returns unless otherwise agreed by Optivoura.
Original shipping fees are generally non-refundable for change-of-mind returns.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives.
If your item arrives damaged, faulty, defective or you receive the incorrect product, please contact us at support@optivoura.com as soon as possible with:
- Your order number
- A brief description of the issue
- Photos or videos showing the item and packaging where appropriate
We will review your request and arrange an appropriate solution.
Depending on the circumstances, this may include a replacement, repair, refund or another remedy available under Australian Consumer Law.
Non-Returnable Items
- Products that have been opened or used
- Products with broken or removed hygiene or safety seals
- Personal care or hygiene-sensitive products once opened
- Consumable products once opened
- Items damaged through misuse, improper handling or normal wear and tear
- Gift cards
- Clearance or final-sale items where clearly stated at the time of purchase
This does not affect your rights where a product is faulty or otherwise fails to meet a consumer guarantee.
Return Shipping
If your return is approved, we will provide instructions on where and how to send your item.
For change-of-mind returns, return shipping costs are the responsibility of the customer.
If your return relates to a faulty, damaged or incorrect product, we will handle reasonable return shipping costs where required.
We recommend using a tracked shipping service when returning an item. Optivoura cannot be responsible for return parcels that are lost in transit before reaching us.
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
If approved, your refund will be issued to your original payment method.
Please allow time for your bank, credit card provider or payment service to process and display the refund after it has been issued.
Order Cancellations
If you need to cancel or change your order, please contact us at support@optivoura.com as soon as possible.
We process orders quickly, so we cannot guarantee that an order can be cancelled or changed once it has entered processing or has been dispatched.
If your order has already been shipped, you may need to follow our standard returns process after receiving it.
Refused or Unclaimed Deliveries
If an order is returned to us because it was refused, unclaimed, or an incorrect delivery address was provided, additional shipping charges may apply before the order can be resent.
Where a refund is requested for an eligible change-of-mind return, applicable shipping costs may be deducted from the refund where permitted by law.
Contact Us
If you have any questions about a return, refund or your order, please contact our customer support team.
Email: support@optivoura.com
Please include your full name and order number so we can assist you as quickly as possible.