Refund policy
Refund Eligibility
To be eligible for a refund, your item must be unused, in the original packaging, and in the same condition as when you received it. You must initiate your return request within 14 days of receiving your order.
The following items are exempt from refunds:
- Items marked as "final sale" or "non-refundable"
- Items without original tags attached
- Personalized or custom-made products
Return Process
- Contact our customer service team via email to request a return authorization
- Pack the item securely in its original packaging
- Include the original packing slip or order confirmation
- Ship the package to the address we provide
We recommend using a trackable shipping service as we cannot be responsible for lost return shipments.
Refund Timeline
Once your return is received and inspected (typically within 5 business days), we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 10 business days, and a credit will automatically be applied to your original payment method.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange for the same item in a different size, please follow the standard return process and place a new order.
Shipping Costs
Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective product, etc.). These costs are non-refundable.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately with photos of the product and packaging. We will arrange for a replacement or refund at no additional cost to you.
Late or Missing Refunds
If you haven't received your refund within the specified timeframe, first check your bank account again. Then contact your credit card company or payment processor as it may take some time before your refund is officially posted. If you've done all of this and still haven't received your refund, please contact us.
Policy Changes
OPALESCENTA reserves the right to modify this refund policy at any time. Changes will be effective immediately upon posting to the website.