Returns and Refund Policy
Effective date: June 15, 2026
We want customers to understand the return process before placing an order. Please read this policy carefully.
30-Day Return Period
You may request an eligible return within 30 days of receiving your order.
The return period begins on the date the shipping carrier records the order as delivered.
Contact support@optavera.com before returning anything. Products sent without prior return authorization may not be accepted.
Return Eligibility
To qualify for a standard return, the product must be:
- Unused and undamaged
- In its original condition
- Returned with its original packaging
- Returned with all accessories, cables, manuals, and components
- Accompanied by the order number or proof of purchase
As the knee massager is a personal-use product, opened or used items may not qualify for a change-of-mind return for hygiene reasons.
This restriction does not limit rights relating to products that arrive damaged, defective, or materially different from what was ordered.
Non-Returnable Items
The following may not qualify for return:
- Products returned more than 30 days after delivery
- Products showing signs of use, wear, contamination, or misuse
- Products damaged after delivery
- Products missing packaging, accessories, or components
- Gift cards
- Final-sale items where legally permitted
- Products modified or repaired without authorization
- Returns sent without prior approval
- Opened personal-care products returned solely because the customer changed their mind
Starting a Return
To request a return, email [SUPPORT EMAIL] with:
- Your full name
- Your order number
- The product being returned
- The reason for the return
- Photographs or video when the item is damaged or defective
Once your request has been reviewed, we will provide the applicable return instructions.
Do not send returns to an address shown on the parcel without receiving confirmation. Fulfillment and return addresses may be different.
Return Shipping Costs
For change-of-mind returns, return shipping costs are normally the customer’s responsibility.
When we confirm that an item arrived damaged, defective, or incorrect, we will provide an appropriate resolution and cover reasonable return-shipping costs when a return is required.
Original shipping charges are generally non-refundable unless the entire order was faulty, incorrect, or otherwise eligible under applicable law.
Damaged, Defective, or Incorrect Products
Inspect your order after delivery.
Contact us within seven days if the product is damaged, defective, or incorrect. Include clear evidence showing the problem.
Depending on the circumstances, we may provide:
- Troubleshooting assistance
- A replacement product
- A replacement component
- A return for inspection
- A full or partial refund
- Another remedy required by applicable law
Normal wear, accidental damage, misuse, improper charging, unauthorized repairs, and failure to follow the instructions are not considered manufacturing defects.
Return Inspection
Returned products are inspected before a refund is approved.
We may decline a return or reduce the refund where legally permitted when the item:
- Has been used or damaged
- Is missing components
- Is returned in a materially different condition
- Does not match the authorized return request
Refund Processing
Approved refunds are issued to the original payment method.
Please allow 5–10 business days after approval for your financial institution to display the refund. Processing times are controlled by the bank or payment provider.
Shipping charges, customs fees, and return-shipping expenses are not refundable unless stated otherwise in this policy or required by law.
Order Cancellations
Contact support@optavera.com immediately to request cancellation.
We will attempt to cancel the order, but cancellation is not guaranteed once processing has begun. An order that has already shipped must be handled through the normal return process.
Exchanges
We do not guarantee direct exchanges. When an exchange is unavailable, the original product must be returned and a separate order placed for the preferred item.
Refused or Undeliverable Orders
A refused or undeliverable shipment is not automatically treated as an approved return.
Any refund will be considered after the package has been returned and inspected. Carrier charges resulting from refusal, an inaccurate address, or failure to collect the parcel may be deducted where legally permitted.
Chargebacks
Please contact us before submitting a payment dispute. Most delivery, product, or refund concerns can be resolved directly.
Submitting a fraudulent or intentionally misleading chargeback may result in the order evidence being provided to the relevant payment provider.
Return Address
Approved returns must be sent only to the address provided in your return authorization.
Return address: 61 Kaki Bukit Ave 1 Shun Li Industrial Park #03-27 Singapore 417943
Contact
Email: support@optavera.com
Business name: OPTAVERA
Business address: 61 Kaki Bukit Ave 1 Shun Li Industrial Park #03-27 Singapore 417943
