Refund policy

At Onuvee, every order is prepared with care. Due to the personal and hygiene-sensitive nature of fragrance products, all sales are final once an order has been delivered.

We do not accept returns or exchanges for change of mind, incorrect selection, or personal preference, including where you do not like the fragrance after trying it.

Exceptions - Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, leaking, incomplete, or different from what you ordered, we will review the issue and, where approved, provide an appropriate resolution.

Eligible issues include:

  • A product damaged or broken during transit

  • Significant leakage

  • A defective product

  • A missing item from your order

  • A product different from the one you ordered

How to report an issue

To be eligible for a replacement or refund:

  • Report the issue within 48 hours of delivery

  • Email info@onuvee.com with your order number and a description of the issue

  • Provide clear photos of the product, packaging and shipping label

  • Where possible, provide a video showing the issue

An unboxing video can be helpful when investigating a claim, but it is not mandatory.

The product should be unused and retained in its original packaging, except where the condition of the product itself makes this impossible.

Review and resolution

Once we receive your claim, our team will review it within 2–3 business days and let you know the outcome.

If your claim is approved, we may provide:

  • A replacement of the same product, subject to availability; or

  • A refund, where a replacement is not available or appropriate.

We may request additional information or photographs where necessary to verify a claim.

Fragrance Preference & Personal Sensitivity

Fragrance is inherently subjective and may smell or perform differently depending on individual skin chemistry, application, temperature, humidity and other factors.

A preference for a different fragrance, dissatisfaction with how a fragrance smells on your skin, or a change of mind does not qualify for a return or refund.

If you experience irritation or sensitivity, discontinue use. Personal sensitivity does not by itself constitute a product defect.

Refunds

Where a refund is approved, it will generally be issued to the original payment method.

Once initiated, the time taken for the refund to appear in your account may depend on your bank, payment provider or payment gateway.

We will confirm once the refund has been initiated.

Order Cancellations

Orders can be cancelled only if they have not yet been dispatched.

Once an order has been dispatched, it cannot ordinarily be cancelled.

To request a cancellation, contact us at info@onuvee.com as soon as possible after placing your order. We will make reasonable efforts to process the cancellation before dispatch, but cancellation cannot be guaranteed once the order has entered fulfilment.

Refused or Undelivered Orders

If a prepaid order is returned to us because of refusal to accept the delivery, an incorrect or incomplete address, repeated failed delivery attempts, or recipient unavailability, the shipment will be treated as a Return to Origin (RTO).

Once the order is returned to us, we will review the shipment and process any applicable refund.

Where the RTO has resulted from circumstances attributable to the customer, actual shipping or logistics costs already incurred may be deducted from the refundable amount, where permitted by applicable law.

Statutory Rights

Nothing in this policy is intended to exclude or restrict any consumer right or remedy that cannot legally be excluded or restricted under applicable law.

Contact Us

For any concerns regarding your order, please contact:

Onuvee
Email: info@onuvee.com