Returns & Refunds policy

This Returns & Refunds Policy applies to the Oceanvia website (“Website”) at https://oceanviasl.com and to transactions carried out by Oceanvia SL (Spain) and/or Oceanvia LLC (USA) (together, “Oceanvia”, “we”, “our”, or “us”). The contracting entity for each transaction will be identified in the quotation, proforma invoice, invoice, or commercial agreement.

1) Website Cart / Shopping Bag Disclaimer

The Website shopping bag/cart is used for wholesale order requests and quotation (RFQ) purposes only. Submitting a cart or request through the Website does not create a binding purchase contract and does not initiate any payment or shipment by itself.

Returns, refunds, and cancellations apply only to confirmed transactions documented through a quote/proforma/invoice and/or a written agreement.

2) B2B / Wholesale Nature of Sales

Oceanvia operates primarily in business-to-business (B2B) wholesale trade, often involving:

• Bulk quantities (pallets/containers),

• Cross-border shipments,

• Export/import documentation,

• Products sourced from third parties or manufactured to specification.

Because of this, returns and refunds are not handled like standard retail/e-commerce and are evaluated based on the transaction terms and applicable law.

3) General Rule: Returns/Refunds by Written Agreement

Unless the invoice, proforma invoice, or commercial agreement expressly states otherwise, all wholesale sales are considered final once shipped, and returns/refunds are not automatically accepted.

However, Oceanvia may consider a return/refund in the following cases:

• Wrong product shipped (material mismatch vs. confirmed specs/invoice),

• Shortage (missing units vs. packing list / delivery documents),

• Transport damage (when properly documented at delivery),

• Defective goods (where defect can be reasonably verified).

4) Inspection & Claims Deadlines

To be eligible for any remedy, the buyer must:

• Inspect goods promptly upon delivery, and

• Submit a written claim within the timeframe below.

Recommended claim timeframes (unless your invoice/agreement states different):

• Visible damage / missing cartons / obvious issues: notify within 48 hours of delivery and note it on the carrier’s delivery receipt when possible.

• Shortage or product mismatch: notify within 7 calendar days of delivery.

• Hidden defects: notify within 14 calendar days of delivery, with supporting evidence.

Late claims may be denied if they prevent proper verification.

5) Required Evidence for a Claim

To review a claim, we may require:

• Order/Invoice number,

• Photos/videos of the goods, packaging, pallet condition, and labels,

• Delivery note / proof of delivery,

• Carrier damage report (when applicable),

• Batch/lot numbers and product codes (if available).

If evidence is insufficient to verify the claim, Oceanvia may reject the request.

6) Remedies (What We May Offer)

If a claim is accepted, Oceanvia may provide one of the following remedies, at our discretion and where permitted by law and by the transaction terms:

• Replacement of affected goods,

• Shipment of missing units,

• Partial credit note,

• Partial refund,

• Other mutually agreed commercial solution.

Note: In many wholesale transactions, a credit note or replacement shipment is more practical than a refund, especially when goods have already crossed borders.

7) Return Authorization (RMA) Required

No goods may be returned without prior written authorization from Oceanvia (“RMA / Return Authorization”) and return instructions.

Any unauthorized return shipment may be refused, held, or returned to sender at the buyer’s expense.

8) Return Shipping Costs & Risk

Unless the return is due to Oceanvia’s verified error (e.g., wrong item shipped), the buyer is responsible for:

• Return shipping costs,

• Customs procedures and charges (if any),

• Insurance and safe packaging,

• Risk of loss or damage in transit.

9) Non-Returnable / Non-Refundable Items (Common Wholesale Exceptions)

Returns/refunds are typically not available for:

• Custom-made, special order, or made-to-spec items,

• Perishable goods and food items once shipped (unless verified quality issue attributable to supplier/manufacturing),

• Items damaged due to improper storage/handling after delivery,

• Goods purchased under clearance/discount “as is” terms,

• Any product where seals were broken or hygiene/health protection requirements apply (where relevant).

10) Cancellations (Before Shipment)

Because pricing and logistics are prepared per order, cancellations may be limited.

• If you request cancellation before confirmation (before proforma/invoice acceptance), we can usually cancel with no cost.

• If you request cancellation after confirmation but before shipment, Oceanvia may charge reasonable costs already incurred (e.g., supplier reservation, packaging, handling, admin fees, logistics booking).

• If the order is already shipped, cancellation is not possible and the return rules above apply.

11) Refund Method & Timing

If a refund is approved:

• Refunds will be issued only to the original payer and through an approved method such as bank transfer (wire/ACH/SEPA) or other traceable method.

• Timing depends on verification and banking rails. Oceanvia may require confirmation that returned goods were received/inspected (where return is required) before processing a refund.

12) Contact for Returns & Claims

To request a return authorization or submit a claim, contact us with your invoice number and supporting evidence:

Email: reyselcg@oceanviasl.com

(You may also use the Website contact form.)