Refund policy


Refund, Return, and Replacements Policy
Effective Date: January 12, 2025

This Refund, Return, and Replacements Policy (the “Policy”) outlines the terms under which refunds, returns, and replacements are processed when you purchase from our company. By placing an order, you agree to this Policy. For any questions, please contact us at support@opalnirvana.com (or opalnirvanaa@gmail.com).
Address: Sauletekis Al. 4., 10222 Vilnius, Lithuania. Phone/WhatsApp: +370 670 13531. (Trustpilot)

Scope of Policy

We process refunds, returns, or replacements under the following conditions:

  • Received Wrong Product

  • Missing Items in the Order

  • Damaged Products

Terms and Conditions

1. Received Wrong Product or Missing Items

  • Inspection Responsibility: Upon receiving your parcel, you are required to inspect the contents thoroughly, including bubble wrap or any other packaging material. Small items may be tucked inside the packaging.

  • Acknowledgement: By accepting the parcel, you acknowledge your responsibility to inspect all items before disposing of packaging materials.

  • Verification Process: We maintain video records of our packing process. If you claim that an item is missing or incorrect, we will review our records. If it is confirmed that there was an error on our part, we will offer a replacement or a refund.

  • Evidence Requirement: To process your claim, you are required to provide an unboxing video clearly showing the issue.

2. Damaged Products

  • Notification Timeline: Any issues with damaged products must be reported within 30 days of delivery to support@opalnirvana.com (or opalnirvanaa@gmail.com). Claims made beyond this period will not be accepted.

  • Required Evidence: Submit a short video or photograph of the damaged product. This evidence will be reviewed by our team and the manufacturer.

  • Resolution: If the damage is confirmed to be a result of manufacturing or shipping, we will either replace the product or refund the cost. Shipping fees for replacements will be covered by us.

3. Buyer’s Simple Remorse

  • Eligibility: Refunds for buyer’s remorse are available if the return request is made within 30 days of delivery.

  • Condition of Products: Returned products must be unopened, undamaged, and in their original packaging. Any deviation may lead to the rejection of the return.

4. Product Expiration

  • Expiration Policy: Products with a shelf life of over 3 months at the time of delivery are considered valid for use. Refunds or replacements for expired products will not be entertained if they have been in the customer’s possession for an extended period.

5. Delivery Issues

  • Recipient’s Absence: It is the customer’s responsibility to arrange delivery or reschedule with the carrier if they are unavailable. Refunds or replacements will not be provided if the package is returned due to recipient unavailability.

  • Customs Delays or Issues:

    • Customer Responsibility: Customers are responsible for resolving customs-related issues, including submitting necessary documents or paying applicable taxes.

    • Options for Stuck Packages:

      • Reshipment: Customers may opt for a free reshipment of the parcel once.

      • Store Credit Refund: A refund in the form of store credit will be provided for unresolved customs issues.

    • Subsequent Issues: If a package is held at customs multiple times, we reserve the right to switch shipping providers or offer a refund in store credit only.

6. Duplicate Payments or Orders

  • If duplicate payments or orders are made, one of the payments will be refunded as store credit unless otherwise specified by the customer.

  • In case of duplicate orders, one order will be shipped, and the other held for customer confirmation.

7. Refund for Defective Products

  • Partial Damage: For partially damaged items, refunds will be processed only for the defective items. Full documentation (photos or videos) is required.

  • Refund Process: Refunds will be issued to the original payment method unless otherwise requested by the customer.

8. Refunds to Bank Accounts

  • Accuracy Requirement: Ensure that all bank account details are accurate to avoid delays or errors in processing refunds.

  • Responsibility: We are not liable for refunds sent to incorrect accounts due to customer error.

  • Verification: We may contact you for additional information if discrepancies are found in the refund request.

How to File a Claim

To file a claim for a refund, return, or replacement, please email support@opalnirvana.com (or opalnirvanaa@gmail.com) with the following details:

  • Order number

  • Description of the issue

  • Supporting evidence (photos, videos, or unboxing video)

Our team will review your claim and provide a resolution within 5-7 business days.

Exclusions

  • Claims for products damaged due to customer misuse or negligence will not be accepted.

  • Refunds are not available for products returned without prior approval.

  • Free items (e.g., giveaway items, gifts) will not be refunded or replaced if they are missing during delivery.

Amendments to the Policy

We reserve the right to update this Policy at any time to reflect changes in our practices or for legal and regulatory compliance. Customers are encouraged to review this Policy periodically.

Contact Us

For any inquiries or assistance, please contact us:
Email: support@opalnirvana.com (alternate: opalnirvanaa@gmail.com)
Phone/WhatsApp: +370 670 13531
Address: Sauletekis Al. 4., 10222 Vilnius, Lithuania.

We are committed to ensuring customer satisfaction and will do our best to resolve any issues promptly and efficiently.