Refund policy
At Owen, we want you to shop with complete peace of mind. If for any reason you are not satisfied with your purchase, you have 30 calendar days from the delivery date to request a return or exchange, without having to provide a reason.
In accordance with European consumer protection regulations, the statutory withdrawal period is 14 days. Owen voluntarily extends this period to 30 days because we believe trust should not come with an expiration date.
How to Start the Process
To request a return or exchange, complete our returns and exchanges form, providing your order number, the product concerned, the reason for your request, and any other relevant information.
Once we receive your request, Owen will send you an email confirming receipt and providing return instructions. Please do not send any product back on your own before receiving these instructions, as this ensures that your return can be properly identified and processed.
If you have any questions, you can also contact us at info@theowenstore.com.
Product Conditions
For a return or exchange to be accepted, the product must:
- Be in its original condition
- Show no signs of outdoor use
- Be free from scratches, marks, stains, or damage
- Include all original items from the order: sunglasses, case, box, cleaning cloth, accessories, stickers, and any gifts, complimentary items, or additional items included in the package
- Be properly packaged for return shipping
Sunglasses may be tried on indoors to check fit, comfort, and appearance, but they must not have been worn outdoors.
The customer is responsible for the condition of the product during return shipping.
If the product is returned used, damaged, incomplete, or without adequate protection, Owen may reject the return or apply a deduction proportionate to the condition of the item.
Returns
Once the product has been received and inspected, we will issue the refund to the original payment method.
The cost of return shipping is the responsibility of the customer.
To make the process easier, Owen may provide a prepaid return label and arrange collection of the package. In this case, the applicable cost will be deducted from the amount refunded.
Alternatively, the customer may arrange and pay for the return shipment independently, following the instructions provided by Owen.
If the entire order is returned, the full amount paid for the products will be refunded, along with any original shipping charges paid by the customer at the time of purchase.
Return shipping costs are non-refundable.
Exchanges
If you would like to exchange your sunglasses for another model, color, or variant, you have 30 calendar days from receipt of the order to request an exchange.
The cost of return shipping is the responsibility of the customer.
Once the returned product has been received and inspected, Owen will ship the requested replacement item free of charge.
This benefit applies to one exchange per order.
Additional exchanges relating to the same order may incur additional shipping costs, which will be borne by the customer.
If the exchange is due to an error by Owen or a defective product, we will cover all associated shipping costs in full.
Defective Products or Order Errors
If you receive a defective or damaged product, or an item different from the one you ordered, please complete the returns and exchanges form as soon as possible. We will contact you by email with the next steps.
In these cases, Owen will cover all shipping costs required to resolve the issue.
Delivery Issues
If your package arrives damaged, tampered with, opened, or with items missing, we recommend contacting us within 48 hours of delivery.
To allow us to properly investigate the issue, please keep:
- The original packaging
- The shipping label
- All items received
You will also need to provide clear photographs of the package and the items received.
If the tracking information shows that the order has been delivered but you have not received it, you must notify us within a maximum of 7 calendar days from the delivery date shown by the carrier.
Undelivered Orders
If an order cannot be delivered for reasons not attributable to Owen, such as incomplete shipping information, absence of the recipient, refusal of the package, failure to collect the package within the period established by the carrier, or failure to pay customs duties, taxes, or import charges where applicable, the order will be returned to our facilities.
Once the order has been returned to us, the customer must contact Owen to request a refund for the items or, where possible, arrange a new shipment. If the original shipping was free, Owen may deduct the standard shipping cost applicable to the destination from the refund, since the order was correctly prepared and shipped.
Products Purchased During Promotions
Products purchased through special promotions, including Buy 1 Get 1 Free offers, bundles, quantity discounts, or similar campaigns, may be returned within the standard return period.
In the event of a partial return of a promotional order, the refund amount will be calculated by adjusting the discount originally applied so that the promotional conditions remain applicable to the products kept by the customer.
For example, under a Buy 1 Get 1 Free promotion, returning only one item will result in a refund equal to the amount actually paid for that item as part of the promotion, rather than its individual retail price.
Owen reserves the right to recalculate the refund amount to accurately reflect the promotional conditions applied at the time of purchase.
Refunds
Once the returned product has been received and accepted, we will notify you whether your refund has been approved or declined.
If approved, the amount will be refunded to the original payment method within a maximum of 7 business days.
Depending on your bank or payment provider, it may take an additional 1 to 10 business days for the funds to appear in your account.
Cancellations
We work to prepare and ship orders as quickly as possible.
For this reason, once an order has entered the preparation process or has been shipped, we cannot guarantee that it can be canceled.
If the order has already been shipped, it must be handled through the standard return procedure described in this policy.
High-Demand Periods
During periods of high commercial activity, special promotions, or seasonal campaigns, processing times for returns, exchanges, and refunds may be extended by up to 5 additional business days.
If any delay occurs, we will keep you informed throughout the process.
