Refund and Exchange Policy

This Refund and Exchange Policy explains the conditions under which returns, refunds, replacements, and exchanges are accepted on owalalive-us.shop.

1. Scope of This Policy

Returns, refunds, replacements, and exchanges are accepted only in limited circumstances involving product-related issues. Eligible cases include:

– The item received is defective
– The item was damaged during shipping
– The item received is materially different from the item ordered
– The wrong item was sent

2. Non-Eligible Return Situations

Returns, refunds, and exchanges are not accepted for non-quality-related reasons. This includes, but is not limited to:

– Change of mind
– No longer wanting the item
– Ordered by mistake
– Personal preference
– Did not like the product after delivery
– Bought the wrong size, style, or variation without a seller error
– Any request unrelated to product defect, shipping damage, or order error

3. Exchange Policy

For items confirmed to be defective, damaged during shipping, or incorrect due to a fulfillment error, customers are eligible to request a replacement or exchange.

Where stock is available, a replacement of the same item may be offered as the primary resolution. Customers may choose to receive a replacement instead of a refund for an eligible case.

If the same item is unavailable, an alternative item of equal value may be offered where appropriate, or a refund may be issued to the original payment method.

All exchange and replacement requests must follow the review and approval process described in this policy. Exchange eligibility does not apply to non-defective items, preference-based requests, or orders placed incorrectly by the customer unless the error resulted from the seller’s fulfillment process.

4. Shipping Damage Reporting Deadline

If an item arrives damaged in transit, the issue must be reported within 72 hours from the time the order is marked as delivered by the carrier or from the time the customer receives the package, whichever can be reasonably verified.

Reports submitted after this period may not be eligible because carrier-related evidence becomes harder to verify over time. Customers should retain the original packaging, shipping label, and damaged item until the review is completed.

5. Required Evidence for Defect or Damage Claims

To allow the case to be reviewed, customers must provide sufficient supporting information. This may include:

– Order number
– Description of the issue
– Clear photos of the product problem
– Photos of the shipping box and outer packaging for shipping damage claims
– Photos of the shipping label where relevant

Additional information may be requested if the initial submission is incomplete or if further verification is required to determine eligibility.

6. Return / Refund / Exchange Process

The process for an eligible case is as follows:

1. Contact support by email at support@owalalive-us.shop
2. Provide the order number and explain the issue
3. Submit clear photos showing the defect, damage, or incorrect item received
4. The case is reviewed by customer support
5. If approved, return instructions, replacement steps, or exchange directions are provided where needed
6. If return of the product is required, the item must be sent according to the instructions provided
7. Once the returned item is received and inspected, the refund, replacement, or exchange is processed accordingly

7. Return Authorization Requirement

Customers should not return products without first receiving instructions from support. Unauthorized returns, incomplete returns, or returns sent to the wrong address may delay processing or prevent the case from being completed correctly.

Return authorization helps ensure that the item is reviewed under the correct order record and that the proper resolution is applied.

8. Return Shipping Responsibility

Where the case is confirmed as an eligible defective item, shipping damage, or seller error, the return shipping cost is borne by the seller.

Customers are expected to follow the instructions provided by support for approved returns, replacements, or exchanges. Return shipping costs are not covered for requests that fall outside the scope of this policy.

9. Refund Method

Approved refunds are issued back to the original payment method used when the order was placed. Because orders on this website are paid through PayPal, refunds are returned through PayPal to the original source of payment.

Refunds are not issued in cash, store credit, or alternative payment channels unless otherwise required by law.

10. Refund Processing Time

Once an approved returned item is received and inspected, refunds are generally processed within 3–5 business days.

After the refund is processed on our side, banks, payment providers, or card issuers may require additional time to post the funds to the customer’s account.

11. Order Cancellation

Customers may request order cancellation before the order enters shipment preparation. Once an order has already been processed for fulfillment or handed off for dispatch, cancellation may no longer be available.

If a cancellation is approved after payment processing, fees charged and retained by third-party payment providers or financial institutions may in some cases be non-refundable because those charges are imposed by the payment provider, not by the website.

12. No Refund Promise Outside Policy Scope

Refunds, returns, replacements, and exchanges are handled according to the conditions stated in this policy. Cases that do not involve product defects, shipping damage, or seller error are not eligible for return, exchange, or refund under this policy.

This policy is intended to provide a clear and consistent process for resolving legitimate product-related issues while excluding non-quality-based return requests.