At OVNS Canada, all sales are final except for verified damaged, defective, incorrect, or non-functional products.

Please review the information below before submitting a claim.

Claim Window

Any eligible issue must be reported to OVNS Canada within 3 hours of the carrier’s recorded delivery time.

Claims submitted outside this period may not be eligible under our approved launch policy.

Defective or Non-Functional Products

If you receive a product that is defective or non-functional, please contact OVNS Canada Customer Service and provide:

  • Your order number
  • Clear photos of the product
  • A short video demonstrating the issue

Once the claim has been reviewed and approved, OVNS Canada will provide a replacement and cover the approved replacement shipping cost.

Incorrect Product Received

If OVNS Canada sends you the wrong product, flavour, strength, or quantity, please report the issue within 3 hours of recorded delivery.

Once approved, the correct item will be sent at OVNS Canada’s expense.

Do I Need to Return the Product?

For an approved defective or incorrect item, customers normally do not need to return the product unless specifically instructed by OVNS Canada Customer Service.

Please do not dispose of the affected product until your claim has been reviewed.

If the Exact Replacement Is Unavailable

If the exact approved replacement is unavailable, our customer service team will work with you to select a mutually agreed equal-value substitute.

OVNS Canada will not automatically substitute your product without your agreement.

Customer Ordering Mistakes

Please carefully review your product, flavour, strength, device, and quantity before completing your order.

Products ordered incorrectly by the customer are considered final sale and are not eligible for an exchange, replacement, refund, or store credit under the approved launch policy.

Refunds & Store Credit

Under the approved launch policy, eligible claims are handled through replacement only.

Cash refunds and store credit are not offered.

How to Submit a Claim

Contact:

OVNS Canada Customer Service
ovns.cacustomerservice@gmail.com

Please include your order number, clear photos, and a short video showing the issue when reporting a defective or non-functional product.

Our customer service team will review your claim and provide the next steps.

Make Flavor Special.

This policy is subject to applicable consumer-protection and product-specific legal requirements.