We want you to love your purchase. If an item arrives damaged, isn't what you ordered, or simply doesn't work, let us know within 30 days of delivery and we will try to make it right.

Because every product on Ocanova is sold and shipped by an independent Canadian vendor, we review each request directly with them. We will get back to you within 2 business days with a concrete solution: a replacement, a refund, or a return label. You will never be left without an answer.

How It Works

1. Report it from your account: Open My Account → Orders, find the order and click “Problem with this order?”. Choose the item, tell us what happened and add a photo if it arrived damaged. Your report reaches our team and the vendor right away, and it stays attached to your order so you can follow it.
2. Wait for confirmation: We will confirm the next steps with you before you ship anything back.
3. Pack your item: Items must be unused and in their original packaging (unless they arrived damaged or defective).

Return Shipping Costs

• Errors & Defects: Return shipping is 100% covered if the mistake was ours or the vendor's.
• Change of Mind: If you simply changed your mind, you will cover the return shipping. We will always tell you the exact cost up front.

Non-Returnable Items

For hygiene and safety reasons, certain items cannot be returned once opened or used. These include:

• Opened cosmetics
• Food products
• Personalized items

Note: Final sale items will always be clearly flagged on their product page.

Product Warranties

Manufacturer warranties are fully honoured by our independent vendors. To make a claim, open the order in My Account → Orders and click “Problem with this order?”. We will connect you with the vendor and stay involved until your issue is fully resolved.