Refund policy

Return& Refund Policy

1.      Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

 

2.      Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. If 30 days have gone by since the delivery, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at shop@sensoryowl.co.uk. Please note that a return address will be provided in return depending of the location. 

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return questions at shop@sensoryowl.co.uk.

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.

Sale items (if applicable)
Only regular-priced items may be refunded, unfortunately, sale items cannot be refunded.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards. Personalised items cannot be returned. 

 

3.      Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Please contact shop@sensoryowl.co.uk
 

EU Returns: 

Please email us and we'll provide you the warehouse address in your home country. This applies to Germany, Austria, France, Spain, Italy, Austria and the Netherlands. 

 

4.    Shipping, Delivery, and Uncollected Parcels

Delivery Attempts and Collection:
We will make reasonable efforts to deliver your parcel to the address provided. If delivery is unsuccessful (e.g., recipient unavailable, incorrect address) or if the parcel is held at a collection point/depot, it is the buyer's responsibility to collect the goods within the carrier's specified timeframe. The carrier will usually provide a notice with collection details and deadlines.

Consequences of Non-Collection:
If a parcel is returned to us because the buyer failed to collect it or refused delivery (except in cases of damaged goods or the exercise of a valid right to return), the buyer will be considered to be in default of acceptance.

Fees and Charges for Uncollected Parcels:
In the event of non-collection, we reserve the right to deduct all costs and expenses incurred from any potential refund owed to the buyer. The buyer will be liable for:

• The original shipping fee (as this service was performed).
• The return postage fee charged by the carrier to send the item back to our facility.
• Any applicable customs duties, taxes, or clearance charges levied by the authorities in the destination country, and any additional surcharges levied by the carrier for handling these charges.
• Any storage costs or administrative fees imposed by the carrier or customs authority if the parcel is held for an extended period.

Refund Calculation:

If the uncollected item is returned to us, a refund will be processed for the cost of the item(s) only, minus all the charges listed in Fees and Charges for Uncollected Parcels.

Re-delivery:
If you still wish to receive the item, you will be required to pay an additional shipping fee (and any other accumulated return charges) for us to dispatch the parcel a second time.

 

5.     European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

6.     Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shop@sensoryowl.co.uk.