This policy outlines the terms and conditions for canceling orders, exchanging products, and requesting refunds. Our goal is to ensure a transparent and satisfactory experience for all our customers. Please review the following information carefully.
Order Cancellation
If you need to cancel your order after placing it, please contact us within 12 hours of payment. We will make every effort to accommodate your request, provided your package has not yet been shipped. Once an order has been dispatched, cancellations are unfortunately no longer possible.
Product Exchanges and Refunds
We offer the option to exchange a product instead of returning it for a refund. If you prefer an exchange, please notify us within the 30-day return period, and we will assist you in finding the best solution.
Eligibility for Refunds
You are eligible to request a refund or exchange within 30 days of receiving your order. Circumstances under which you may qualify for a full or partial refund include:
- Your package was never delivered due to a verified shipping error.
- The product arrived but is significantly different from what was described on our website.
If the product is delivered according to the shipping company’s tracking, we cannot issue a refund. In such cases, we recommend contacting the shipping company directly.
Refunds are not available if:
- Your order did not arrive due to factors within your control, such as providing an incorrect shipping address.
- Your order did not arrive due to exceptional circumstances beyond our control, such as customs issues or natural disasters.
Returning an Unsatisfactory Product
If you are unhappy with your purchase for personal reasons, such as dissatisfaction with the color or size, you can return the item for an exchange or refund. Please be aware of the following conditions:
- You will be responsible for all return shipping costs.
- A 10% restocking fee will apply and will be deducted from your refund amount.
- We kindly request that you take proper care of your items. Products damaged due to misuse or improper handling may not be eligible for return.
Fees and Charges
Processing Fee
All orders include a 10% non-refundable processing fee. This fee helps cover the administrative and transactional costs associated with processing your order.
Restocking Fee
For all product returns, a 10% restocking fee will be applied. This fee contributes to the costs of processing, handling, and restocking returned items.
Shipping Fees
Shipping fees are non-refundable, as these costs are directly paid to the shipping provider. We appreciate your understanding in this matter.
How to Request a Refund or Exchange
To initiate a return or exchange process, please contact us directly. Do not send the item back without first reaching out to us and receiving confirmation. You can use our Contact Us form or email us at support@owleys.com. If you are reporting a damaged or incorrect product, please include any available photo or video evidence. We are here to assist you.
We are committed to providing excellent customer service and ensuring you are satisfied with your purchases. Please feel free to reach out with any questions or concerns.