We want you to be completely satisfied with your purchase on Vova and our app. We're committed to providing customers with the most delightful shopping experience possibly. We're always available and happy to help with any questions. If you need to request a refund, please contact our team within 30 days of delivery or the latest estimated delivery date.

How does the return policy work?

To start a return, please go to the order details page, click the “Refund Application” when the order status is “Received” and fill all the information needed, we will process your refund application as soon as possible upon your request.

• Customers may request a refund on your order within 30 days of delivery or the latest estimated delivery date.

• Our team strives to respond to all requests within 24 hours or less. We're always available to help!

• Once an order has been placed, if you change your mind, you may cancel your order in the Order History section within 8 hours from the moment of payment while the order has not been shipped.

• After an item has been shipped, we’re sorry that you can’t cancel your order any more.

Your refund request may be denied if:

• More than 30 days have passed since the goods were delivered to you.

• You sent the goods without having received the seller's address from our team.

• You weren't able to provide a valid tracking number and the related information needed.

How will I receive my refund?

• Refunds are processed back to the original payment method used to purchase the order.

• Typically, you can expect your payment provider to credit you for your refund within 14 business days. If you are having trouble locating your refund, we recommend contacting your payment provider for further assistance.

• If you used OXXO or Boleto, Ebanx will issue your refund based on your payment method.