Navigating the policies around orders and returns can sometimes feel complex, but understanding the key details ensures a smooth and satisfactory experience for every customer. This guide breaks down our comprehensive policies, from placing an order to returning an item, ensuring you have all the information you need at your fingertips. Whether you’re looking to cancel an order, initiate an exchange, or understand refund eligibility, we’ve outlined everything clearly.
Cancelling Your Order
We understand that circumstances can change, and you might need to cancel an order after it’s been placed. If you wish to cancel, 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. Unfortunately, once an order has been dispatched, cancellations are no longer possible.
Exchanging a Product
If you’ve received your order and would prefer a different product, exchanges are absolutely welcome. Please notify us within the 30-day return period after receiving your item. We are happy to work with you to find the best solution and arrange for an exchange.
Refund Eligibility and Situations
You are eligible to request a refund or exchange within 30 days of receiving your order. Several situations may qualify you for a refund:
- Non-Delivery Due to Shipping Error: If your package was never delivered due to a verified error on the part of the shipping company, you may be eligible for a refund.
- Product Significantly Different: Should the product you received be significantly different from its description on our website, you might qualify for a full or partial refund, assessed on a case-by-case basis.
Important Note: If the tracking information from the shipping company confirms delivery to your provided address, we are unable to issue a refund. In such cases, we recommend contacting the shipping company directly to resolve any delivery disputes.
Refunds are generally not available under the following circumstances:
- Customer-Controlled Delivery Issues: If your order did not arrive due to factors within your control, such as providing an incorrect shipping address.
- Exceptional Circumstances: Orders that do not arrive due to exceptional circumstances beyond our control, such as customs issues or natural disasters.
Returning a Product for Personal Reasons
If you are not fully satisfied with your purchase for personal reasons, such as disliking the color or size, you can return the item for an exchange or refund. Please be aware of the following conditions for personal returns:
- Return Shipping Costs: You will be responsible for covering the costs associated with returning the item.
- Restocking Fee: A 10% restocking fee will be applied. This fee will be deducted from your total refund amount.
- Product Condition: We kindly request that you take good 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.
How to Request a Refund or Exchange
To initiate the return or exchange process, please contact us directly. It is crucial not to 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 relevant photo or video evidence. We are here to assist you every step of the way.
Non-Refundable Fees
Please note that certain fees associated with your order are non-refundable:
- Shipping Fees: Shipping fees are non-refundable as these costs are directly paid to the shipping provider.
- Processing Fee: All orders include a 10% non-refundable processing fee. This fee helps to cover the administrative and transactional costs involved in handling your order.
We strive to make our policies clear and fair, ensuring that you have confidence when shopping with us. If you have any questions or require further clarification, please do not hesitate to reach out.
