Making a purchase is a commitment, but we understand that circumstances can change. This policy outlines the conditions under which orders can be canceled and products can be returned or exchanged, ensuring a clear and fair process for all our customers.
Order Cancellation
If you need to cancel an order after it has been placed, please contact us within 12 hours of payment. We will make every effort to accommodate your request, provided that your package has not yet been shipped. Once your order has been dispatched, cancellations are no longer possible.
Refunds and Exchanges
You are welcome to request a refund or exchange within 30 days of receiving your order.
Eligibility for Refund:
You may be eligible for a full or partial refund in the following situations:
- Undelivered Package: If your package was never delivered due to a verified shipping error.
- Significantly Different Product: If the product you received arrived but is significantly different from what was described on our website.
Please note that if the product is delivered according to the shipping company’s tracking information, we are unable to issue a refund. In such cases, we recommend contacting the shipping company directly.
Circumstances Where Refunds Are Not Available:
Refunds are not provided under the following conditions:
- Incorrect Shipping Address: Your order did not arrive due to an incorrect shipping address provided by you.
- External Circumstances: Your order did not arrive due to exceptional circumstances beyond our control, such as customs issues or natural disasters.
Returning a Product for Refund or Exchange:
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:
- Return Shipping Costs: You will be responsible for the return shipping costs.
- Restocking Fee: A 10% restocking fee will apply to all product returns. This fee will be deducted from your refund amount.
- Product Condition: We kindly request that you take proper care of your items. If a product has been damaged due to misuse or improper handling, we may not be able to accept the return.
Exchange Preference
Absolutely. If you prefer an exchange for a different product rather than a refund, we are happy to assist. Please inform us of your preference within the same 30-day period, and we will work with you to find the best solution.
Fees Associated with Orders and Returns
Processing Fee:
All orders include a 10% non-refundable processing fee. This fee helps cover the administrative and transactional costs associated with handling your order.
Restocking Fee:
As mentioned, a 10% restocking fee is applied to all product returns to cover the costs of processing, handling, and restocking returned items.
Shipping Fees:
Please note that 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 the return or exchange process, please contact us directly. Do not send the item back without 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 relevant photo or video evidence. We are here to help you through the process.