Welcome to our comprehensive guide on our order and return policies. We aim to provide clarity and ease for all our customers, ensuring a smooth experience from purchase to potential returns. This guide covers everything you need to know about canceling orders, making exchanges, processing refunds, and understanding associated fees.
Understanding Our Policies
Can I Cancel My Order?
We understand that circumstances can change. 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. Unfortunately, once an order has been dispatched, cancellations are no longer possible.
Product Exchanges
If you’d prefer to exchange a product instead of returning it for a refund, we are more than happy to assist. Please inform us of your wish to exchange within the 30-day period from receiving your order, and we will work with you to find the best alternative.
Refund Eligibility
You are eligible to request a refund or exchange within 30 days of receiving your order. Several situations may qualify you for a refund:
- Undelivered Packages: If your package was never delivered due to a verified shipping error.
- Significantly Different Products: If the product you received is substantially different from its description, you may be entitled to a full or partial refund, depending on the specifics of the situation.
It is important to note that if the product tracking confirms delivery according to the shipping company’s records, we will be unable to issue a refund. In such cases, we recommend contacting the shipping company directly for assistance.
Refunds are generally not available under the following circumstances:
- Customer-Controlled Issues: Your order did not arrive because of factors within your control, such as providing an incorrect shipping address.
- Unforeseen Circumstances: Your order did not arrive due to exceptional circumstances beyond our control, such as customs issues or natural disasters.
How to Return a Product
If you are not fully satisfied 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 covering the costs of return shipping.
- Restocking Fee: A 10% restocking fee will apply. This fee will be deducted from your total refund amount.
- Product Condition: We kindly request that you handle items with care. If a product has been damaged due to misuse or improper handling, we may not be able to accept the return.
Fees and Charges
Shipping Fees
Please note that shipping fees are non-refundable. These costs are directly paid to the shipping provider and cannot be recovered. We appreciate your understanding in this matter.
Order Processing Fee
All orders include a 10% non-refundable processing fee. This fee helps us cover the administrative and transactional costs associated with managing your order.
Restocking Fee for Returns
As mentioned above, a 10% restocking fee is applied to all product returns. This fee assists in covering the expenses related to processing, handling, and restocking returned items.
Requesting a Refund or Exchange
To initiate the process for a return or exchange, please contact us directly. It is crucial not to send an item back without reaching out to us first 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.
Can I Exchange a Product Instead of Returning It for a Refund?
Absolutely. If you prefer an exchange rather than a refund, we are happy to help. Please let us know within the same 30-day period, and we will work with you to find the best solution. For example, if you ordered the wrong size, an exchange ensures you get the correct fit.
Do you offer genuine Mercedes GLC dog guards?
While our return policy covers a wide range of products, specific automotive accessories like genuine Mercedes GLC dog guards are subject to their own product-specific policies. Please check the product description or contact customer support for details regarding these items.
We strive to make our policies as clear and fair as possible. If you have any further questions or require assistance with an order or return, please do not hesitate to reach out to our support team.
