Refund policy

Exchanges

Because all Bridal, Evening, and Couture pieces are made-to-order and often produced according to the customer’s selected size or custom measurements, we do not offer direct exchanges.

If you wish to order a different size or style, you may request a return in accordance with our Return Policy and place a new order separately.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

For approved standard returns, a refund will be issued to the original payment method, less a $500 processing and production fee.

Refunds are typically processed within 10 business days after approval. Please note that your bank or credit card provider may require additional time to post the refund.

Defective Items

If an item arrives damaged, defective, or contains a manufacturing defect caused by Ona Vee, you are entitled to a full refund. In such cases, Ona Vee will also cover the cost of return shipping.

To qualify for a claim regarding a manufacturing defect, the customer must notify Ona Vee in writing within 48 hours of receiving the item and provide clear photographs of the defect.

A manufacturing defect includes significant damage to the garment caused during production that materially affects its intended use, including:

• Damaged fabric or materials.

The following are not considered manufacturing defects:

• Fit issues resulting from incorrect measurements provided by the customer;
• Weight fluctuations or body changes occurring after measurements have been submitted;
• Alterations or modifications performed by third parties;
• Personal preference regarding style, fit, color, or design;
• Minor variations in color due to screen displays, photography, lighting conditions, or fabric dye lots;
• Minor variations inherent to handmade or made-to-order garments that do not affect the overall appearance or functionality of the item.

Order Cancellation

Orders may be canceled within 24 hours of purchase for a full refund.

After the 24-hour cancellation period has expired, production planning and material allocation may begin. Therefore, orders cannot be canceled and are subject to the terms outlined in this Refund Policy.

Custom Measurements and Fit Responsibility

When an order is placed, an Ona Vee manager will contact the customer to confirm sizing or collect custom measurements.

Customers are responsible for providing accurate measurements. Ona Vee is not responsible for fit issues resulting from:

• Incorrect measurements provided by the customer;
• Weight fluctuations;
• Body changes occurring after measurements have been submitted;
• Alterations performed by third parties.

In such cases, any approved refund will be subject to a $500 deduction.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:

jully.bride.usa@gmail.com