Refund policy
All products must be returned in their original packaging. Failure to do so will result in not getting a refund for your order. The product must be unused and the packaging must be in the same condition as when it was delivered. If you want to return a bundle (2 Pack, 3 Pack, 4 Pack, or the Family Bundle) you will be charged full price for the items that you decide to keep (at individual retail price) and only be refunded for the difference of returned item/s (at their bundle price). If all items from the bundle are returned then you will be refunded for 100% of the total cost you paid for that bundle (excluding the shipment cost).
For US orders:
If you wish to return your order, please email us at support@owlsleepco.com and we will send you a return shipping label. We are not responsible for the cost of shipping for returned items.
Returns and Cancellation Policy
This policy sets out your right to cancel your contract for the purchase of goods from us, Owl Sleep Co (“Owl Sleep Co LLC” “we” or “us”).
1. Right To Cancel Under The Consumer Regulations
1.1 We have explained below how you can exercise your rights to cancel your contract with us under the applicable Consumer Regulations.
1.2 To exercise the right to cancel, you must inform us, Owl Sleep Co LLC by email: support@owlsleepco.com of your decision to cancel your contract with us by a clear statement.
1.3 To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
1.4 For more information on where you do not have a right to cancel your contract with us, please see section 3 below.
2. Effects Of Cancellation
2.1 If you cancel your contract with us, we will reimburse you all payments received from you, Excluding the costs of delivery for US. These costs will not be reimbursed.
2.1.2 If your goods are held up in customs or have been taken to your local delivery depot after a failed delivery attempt and you fail to collect the goods or are unwilling to pay any customs charges. The goods may be returned to us. In this case we are unable to reimburse any shipping fee. If you wish that we ship the goods again you will be liable to pay for the cost of shipping again prior to us shipping them.
2.2 We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
2.3 We will make the reimbursement without undue delay and not later than –
2.3.1 28 days after the day we receive back from you any goods supplied, or
2.3.2 (if earlier), 28 days after the day you provide evidence that you have returned the goods, or
2.3.3 if there were no goods supplied, 28 days after the day on which we are informed about your decision to cancel the contract.
2.4 We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent the goods back, whichever is the earliest.
2.5 You agree to send the goods back to us without undue delay and in any event not later than 28 days from the day on which you inform us that you wish to cancel. You will have met the deadline as long as you send back the goods before the period of 28 days expires.
2.6 You are only liable for any reduced value of the goods resulting from your handling of the goods if that handling goes further than is necessary in order for you to establish the nature, characteristics and functioning of the goods.
2.7 Goods must be returned in their original packaging.
3. Where You Do Not Have a Right to Cancel
3.1 Where goods are perishable, have a hygiene element (such as skincare creams or cosmetic products) or have been personalized to your requirements, then under the relevant Consumer Regulations, unless the goods are defective, you will not be entitled to cancel your contract with us. Accordingly, we reserve our right to refuse returns or cancellations of any such (non-faulty) goods.
3.2 If however and for any reason you are unhappy with the goods provided to you by us, please contact us at support@owlsleepco.com and we will do our best to promptly resolve any issues. For instance we may accept returns where the returned products are unused, intact, and unopened in their original packaging.
3.3 Please also note your right under the relevant Consumer Regulations is to cancel your entire order in the case of goods which are not faulty and although we will do our best to promptly resolve any issues, we reserve the right to refuse partial cancellations or returns for goods which are not faulty.
Once again, if you have any questions or concerns, please do not hesitate to reach out to support@owlsleepco.com and we will do our best to address any of your needs.