Welcome to Opanai! We’re committed to ensuring you have the best shopping experience. Since all our products are custom-made just for you, here’s how we handle refunds and returns:
Refund & Return Eligibility
We accept refunds or returns only under the following conditions:
- Damaged Products: If your item arrives damaged or defective, contact us within 7 days of delivery.
- Incorrect Order: If we sent the wrong product, size, or design compared to your order.
- Lost in Transit: If your order doesn’t arrive within the estimated timeframe provided.(check our FAQs)
Unfortunately, we cannot offer refunds or returns for:
- Buyer’s remorse (e.g., changing your mind).
- Incorrect size selection (please refer to the size chart provided before purchasing).
- Personalized items unless they arrive damaged or defective.
How to Request a Refund or Return
To request a refund or return:
- Contact Us: Email us at [email protected] within 7 days of receiving your order.
- Provide Proof: Include a clear photo / video of the product, packaging, and any damage or errors.
- Await Instructions: Our team will review your request and respond within 2–3 business days.
Refund Process
- If approved, refunds will be processed to your original payment method within 5–7 business days.
- For returns, a replacement product will be sent at no additional cost, or a refund will be issued if a replacement isn’t possible.
Unreachable Consignee: Your unavailability via phone, email, or social media, leading to delivery issues or package loss.
Customs Clearance Issues: Failure to cooperate with customs clearance may result in package destruction.
Requested Package Placement: If you request to have the package placed in a specific location, like in the garage or outside the door, it may lead to package loss.
If requested that the package be placed in the garage or outside the door, causing the package to be lost.
* Due to the high volume of mailbox theft we suggest you ship to a safe address.we are not responsible for stolen packages. You will have to make a claim with the post office.
Return Shipping:
Customers are responsible for the return shipping costs unless the return is due to a defect or an error on our part.
For non-quality issues or quality problems without valid evidence, returns will not be accepted.
Please Note: The warehouse department cannot accept packages subject to shipping and customs duties or packages returned without prior negotiation.
Important Notes
- Shipping costs are non-refundable unless the return is due to our error.
- Items must be unused and in the same condition as received (excluding damage during transit).
- Personalized items cannot be resold, so we reserve the right to refuse returns for custom designs unless defective.
Contact Us
Have questions? We’re here to help! Reach out to us at [email protected]
Thank you for supporting Opanai! We’re grateful to be part of your style journey.