Returns, refunds and warranty—what to expect
We want you to know your options before ordering. This policy applies to purchases made at owlyin.com. Keep your order confirmation so we can match your request to the correct product and shipment.
Our 30-day return window
Request a return within 30 calendar days after your item is delivered. If items arrive separately, the window starts on the delivery date of each item. Submitting a request within that window preserves your request while we review it; you do not need to complete the return shipment before we have supplied instructions.
For a change-of-mind return, the item must be unused, complete and in resalable condition, with accessories and parts included. Please retain the original packaging where possible, or use suitable protective packaging agreed with Support. Opening the box to inspect the item does not by itself make it ineligible. Damaged or defective items are assessed separately and are not required to be in resalable condition.
Electronic gift certificates are non-refundable except where applicable law requires otherwise. Any product-specific exception to change-of-mind returns must be stated on the product page before purchase. A sale price alone does not make an item final sale. These exceptions do not remove rights concerning faulty, incorrect or misdescribed goods.
How to request a return
- Sign in to your account and submit a return request linked to your order.
- Tell us the item, quantity and reason. For damage, a fault or an incorrect item, clear photographs of the item and packaging help us identify the right solution.
- Wait for approval, the correct return address and shipping instructions. Do not send the item to a warehouse address, the address on a package, or any other address without confirmation.
- Keep the return tracking number and your shipping receipt until the request is complete.
If you cannot access your account, email [email protected] with your order number. We can help with account access and the order-linked request. Do not send passwords or complete payment-card details.
Who pays for the return?
| Reason | Return shipping |
|---|---|
| Confirmed defect, wrong item or shipping damage | We pay the approved return shipping cost and arrange the appropriate label or collection instructions. Contact us before purchasing postage. |
| Change of mind, or a preference or size choice when the listing was accurate | You pay return shipping. We explain the return arrangements before you ship; oversized items may require a freight service. |
If an item arrives damaged or incorrect, contact us promptly with the order details and retain the packaging. We may offer a replacement part, replacement item or refund as appropriate; we will explain the proposed solution before you accept it. Do not use an unsafe item.
Refund amounts and timing
After the approved return is received and checked, we initiate the approved refund to the original payment method within 5 business days. Your bank or payment provider may need additional time to post it. We provide confirmation when the refund is initiated. A return inspection is to confirm the item and condition, not to introduce an undisclosed fee.
A change-of-mind return normally refunds the amount actually paid for the returned product and the associated refundable tax; the original shipping charge is not refunded. For an approved return caused by our error, a confirmed defect or shipping damage, we also refund the original shipping charge attributable to that item. Where multiple products share one shipment, we explain any allocation.
Refunds reflect discounts actually applied to the returned item. A used promotional coupon is not refunded as cash. If an item is missing parts or has damage unrelated to the reported fault, we explain any proposed adjustment and its basis before finalizing it. Your rights under applicable law take priority.
Cancelling an order
Contact Support as soon as possible if you need to cancel. If the order has not entered dispatch and can be stopped, we cancel it and initiate a refund of the cancelled items and their applicable shipping and tax within 5 business days. If it has already been dispatched or cannot be stopped, we explain the return options. If we cannot supply an item or cancel it because of an error, we notify you and refund the payment for that item and applicable undelivered shipping charges.
One-year limited warranty
Unless the product page states a different warranty before purchase, products include a one-year limited warranty from delivery for defects in materials or workmanship under normal intended household use. Contact Support with your order number, a description of the issue and photographs where useful. Depending on the issue, the remedy may be a replacement part, repair, replacement or refund.
The warranty does not cover normal wear, accidental damage, misuse, failure to follow assembly or care instructions, unauthorized alterations, or use outside the product's stated intended use. This is separate from the 30-day return window and does not restrict rights that cannot lawfully be excluded.
Need help?
Email [email protected]. Customer service hours: Monday–Friday, 9:00 AM–5:00 PM U.S. Eastern Time. Business days exclude applicable public holidays.