Sales, Returns & Cancellation Policy
When you buy on OwlOnline, the sales contract is between each individual “Seller” and you, the “buyer”. OwlOnline provides a service to facilitate that contract but is not responsible for it or its fulfilment, completion and delivery of orders.
All Sellers agree to abide by the Consumer Contracts Regulations:
This Government legislation protects the consumer when buying over the internet or by mail order.
Please note that all compliance is the responsibility of the Seller not OwlOnline.
Sellers should post items within 3 working days of receiving payment unless stated otherwise.
Items must be received by the buyer in under 30 days unless you have agreed otherwise.
You must pay for all items purchased; you are liable for paying the Seller if you commit to buy.
Sellers agree that the buyer has a right to terminate the contract and return the item even if it is not faulty, this is the consumer’s right in UK law. They can do this up to 14 days after receipt of the item and a full refund including the cost of the postage is to be made within 14 days of the Seller receiving the returned items. Proof of postage should be obtained.
Unless stated otherwise, the buyer is responsible for paying for the cost of return postage.
Personalised, bespoke or made-to-order items
Personalised, bespoke or made-to-order items are not refundable, unless they are faulty.
Cancelling a transaction.
You may cancel your order and return items direct to the Seller for a refund, even if the item is not faulty. To do this contact the individual Seller, in writing, within 14 days of receiving your item(s).
The Seller can organise your refund, or cancel the order if it’s not been paid for.
To contact the Seller, click the ‘Contact’ link at the top of their shop page, or send them an email. Their email address is on your confirmation of order email, and the notification of posting email.
When contacting the Seller, please state all the order details or copy and paste the form below, fill in the details and send.
To: – (Sellers’s name and email).
Please cancel my order for: – (Items ordered and how many).
Date ordered: –
Date received: –
My reason for cancelling is: –
My name and email address are: –
My postal address is: –
Today’s date: –
PLEASE DON’T SEND THE CANCELLATION TO OWLONLINE, IT MUST BE SENT TO THE INDIVIDUAL SELLER BECAUSE THAT IS WHO YOU HAVE THE CONTRACT WITH.
Unless the goods are faulty, you are responsible for the return postage costs. Please ensure you keep a “proof of posting” document. The Seller may deduct money from the refund if the item shows evidence of being used, which would reduce its value.
Returning faulty items.
You have a right to return goods if they are faulty with the Seller paying postage. Please contact the Seller direct so they can sort the issue out.