Return & Refund Policy
Effective Date: 26 August 2026
1. Overview
Thank you for shopping with OHANZ. We value your satisfaction and are committed to providing quality products. This policy outlines the terms and conditions for product returns, exchanges, refunds, and order cancellations.
2. Eligibility for Returns
Products may be returned under the following conditions:
- The item was damaged, defective, or incorrect upon delivery.
- The return request is made within 7 days from the date of receipt.
- The item must be in its original condition, unused, and in its original packaging, together with proof of purchase such as an order confirmation or receipt.
- Customers must provide clear photos or videos showing the issue with the product when requested.
Non-Returnable Items
Due to the nature of our products, the following items are generally not eligible for return or refund:
- Products that have been opened, consumed, or used.
- Items damaged due to improper handling or storage by the customer.
- Items returned after the 7-day return period.
- Items returned without prior approval.
- Promotional, sale, or clearance items, unless they are received damaged or incorrect.
3. Return Process
To initiate a return:
- Contact OHANZ customer service within 7 days of receiving your order.
- Provide your order details, proof of purchase, and a description or clear photo/video of the issue.
- Our team will review your request and determine whether the return is eligible.
- Once approved, you will receive instructions on how and where to return the item.
Return shipping costs: Customers are responsible for return shipping costs unless the item received is incorrect, damaged, or defective.
Please do not send any items back without receiving prior approval from OHANZ.
4. Refund Process
Refunds will be processed when:
- The returned item is confirmed to be damaged, defective, or incorrect after inspection.
- The return meets all requirements stated in this policy.
Once the returned item has been received and inspected, an approved refund will be processed through the original payment method within 14 business days.
The actual time for the refund to appear in your account may vary depending on your bank or payment provider.
Refunds May Be Rejected If:
- The item does not meet the return criteria.
- The item has been opened, consumed, used, or damaged after delivery.
- The return was made without prior approval.
- The return request was submitted after the 7-day return period.
5. Exchange Policy
We offer exchanges for products that are damaged, defective, or incorrect upon delivery.
If you prefer an exchange instead of a refund, please inform our customer service team when submitting your return request.
A replacement product will be sent after the original item has been returned and inspected. Replacement is subject to product availability.
6. Order Cancellation
Orders may be cancelled if the cancellation request is made before the order has been shipped.
Please contact OHANZ as soon as possible if you wish to cancel your order. Once an order has been shipped, cancellation may no longer be possible and the return policy will apply.
7. Contact Us
If you have any questions or concerns regarding our Return & Refund Policy, please contact us through the contact details provided on our website.
OHANZ Customer Service
WhatsApp: +60 194772490
Email: nlestarybiz@gmail.com
We will be happy to assist you with your return, exchange, or refund request.
