Refund & Return Policy

At Owloo, we want you to feel confident about your purchase. This policy explains how returns, exchanges and refunds are handled.

Nothing in this policy limits any mandatory consumer rights you may have under applicable law.

30-Day Return Policy

We offer a voluntary 30-day return period for eligible physical products. The 30-day period begins on the day you receive your order.

For customers in the European Union, the statutory 14-day right of withdrawal described below applies independently of this additional Owloo return policy.

To request a return, contact us at info@owloo.eu and include your order number and the item(s) you wish to return.

Please send returns only after contacting us so that we can provide the correct return instructions.

Returns should be sent to:

OWLOO d.o.o.
Grčna 46
5000 Nova Gorica
Slovenia

For voluntary returns made after the statutory withdrawal period, products must be unused, complete, undamaged and, where reasonably possible, returned in their original packaging together with all accessories, components and documentation supplied with the product.

Proof of purchase may be required.

Items returned more than 30 days after delivery may be refused unless mandatory consumer law provides otherwise.

Return Shipping Costs

If you return an item because you changed your mind, you are responsible for the direct cost of returning the product to us, unless we expressly agree otherwise.

We do not automatically provide prepaid return labels.

We recommend using a tracked shipping method and keeping your proof of postage until your refund has been completed.

If an item is defective, damaged, incorrect or otherwise not in conformity with your order, please contact us before returning it. Where required by applicable law, Owloo will cover the reasonable costs associated with resolving the issue.

European Union – 14-Day Right of Withdrawal

If you are a consumer in the European Union and your purchase qualifies for the statutory right of withdrawal, you have the right to withdraw from your online purchase within 14 days without giving any reason.

The withdrawal period generally begins on the day you, or a person designated by you other than the carrier, receives the goods.

To exercise this right, email us at info@owloo.eu with a clear statement that you wish to withdraw from your purchase. Please include your name, order number and the products concerned.

After notifying us of your withdrawal, the goods must be returned without undue delay and no later than 14 days after your notification, unless we agree otherwise.

During the withdrawal period, you may inspect the product to the extent reasonably necessary to establish its nature, characteristics and functioning, similar to how you could inspect it in a physical store.

You may be responsible for any reduction in the value of the goods resulting from handling beyond what is necessary for such inspection.

Original packaging is therefore recommended but is not an absolute condition for exercising a statutory right of withdrawal where applicable law provides otherwise.

The customer bears the direct cost of returning goods following a change-of-mind withdrawal, unless Owloo has expressly agreed to cover those costs.

Personalized and Custom-Made Products

Products made according to your specifications or clearly personalized for you are generally not eligible for return or cancellation simply because you changed your mind, where permitted by applicable consumer law.

This includes, for example, products personalized with a child's name or other information provided by the customer.

Please check all personalization details carefully before placing your order.

Owloo is not responsible for spelling mistakes or other incorrect personalization information submitted by the customer.

If we make a personalization error or the product does not match the personalization details submitted with your order, contact us at info@owloo.eu and we will review the issue and provide an appropriate solution.

Personalized products remain covered by your statutory rights if they are defective, damaged, incorrectly produced or otherwise not in conformity with the contract.

Digital Products

Different withdrawal rules may apply to digital products such as downloadable cards, PDF files or other digital content.

Where digital content is supplied immediately after purchase and the customer has given the legally required prior express consent to begin supply during the withdrawal period and has acknowledged that this results in the loss of the right of withdrawal, the order cannot be cancelled simply because the customer changes their mind after access or download has begun.

This does not affect any rights you may have if the digital product is defective, inaccessible or not as described.

If you experience a problem with a digital product, contact us at info@owloo.eu.

Sets, Bundles and Promotional Items

If a product is sold as a set or bundle, all components included in that set should be returned together.

For voluntary returns, incomplete sets or products with missing components may be refused or may qualify only for a reduced refund.

For statutory withdrawals, we reserve the right, where permitted by law, to account for any diminished value caused by handling beyond what is necessary to inspect the product.

Any complimentary or promotional item supplied as part of a purchase should also be returned when the related order is returned. Where legally permitted, the value of an unreturned promotional item may be deducted from the refund.

Damaged, Defective or Incorrect Items

Please inspect your order after delivery.

If your item arrives damaged, defective, incomplete or different from what you ordered, contact us at info@owloo.eu as soon as reasonably possible.

Please provide your order number and, where helpful, photographs or other information that allows us to assess the issue.

We will review the matter and, depending on the circumstances and your applicable legal rights, arrange an appropriate remedy such as replacement, repair, price reduction or refund.

This return policy does not limit your statutory rights regarding defective or non-conforming goods.

Sale and Promotional Items

Products purchased at a reduced or promotional price are not automatically excluded from mandatory consumer rights.

However, products specifically marked Final Sale may be excluded from Owloo's additional voluntary return policy after the statutory withdrawal period, where permitted by law.

This does not affect statutory rights relating to withdrawal, defective goods or products that do not conform to the order.

Exchanges

We currently do not process direct exchanges.

If you would like a different product, the simplest option is to return the eligible item and place a new order.

For personalized products, the restrictions described in the section above continue to apply.

Refunds

We will notify you after we receive and review your return.

For a valid EU statutory withdrawal, we will reimburse payments received from you without undue delay and no later than 14 days after we are informed of your decision to withdraw.

We may withhold reimbursement until we have received the returned goods or you provide evidence that the goods have been sent back, whichever occurs first, where permitted by law.

For statutory withdrawals, the refund includes the cost of our least expensive standard delivery option offered for the original order. Additional costs resulting from your choice of a more expensive or express delivery method are not refundable unless required by law.

For returns made solely under Owloo's additional voluntary 30-day return policy after the statutory withdrawal period, original delivery charges are not refundable unless required by applicable law.

Approved refunds are normally made using the same payment method used for the original purchase unless you expressly agree otherwise.

After we issue the refund, your bank, card issuer or payment provider may require additional time to process and display the funds in your account.

Returning Products Safely

Please package returned products carefully so that all components are protected during transport.

Products containing several pieces should be returned complete.

For voluntary returns after the statutory withdrawal period, we reserve the right to refuse products that show clear signs of use, damage, alteration or missing components.

This does not limit any mandatory statutory rights.

Questions About Returns

If you have any questions about a return, refund or product issue, please contact:

OWLOO d.o.o.
Email: info@owloo.eu
Grčna 46
5000 Nova Gorica
Slovenia