RETURN & REFUND POLICY

If you are, for any reason, unsatisfied with your product, we offer a full refund {less postage} within 30 days of purchasing your goods. We are confident that you will never be unhappy with our activewear, however, if for some reason you are, please contact us and return your goods to us within 30 days of purchase for an exchange or gift voucher equal to the value paid for the item(s). Full price item(s) are valid for a refund and must be returned to our warehouse address to be processed via the payment method used at the time of purchase. It is important that the item(s) are in good, clean original condition. If the item(s) are deemed to have a major manufacturing fault a refund may be issued. Proof of purchase is required for all returns and exchanges to clearly state that the item(s) were purchased from www.owleteactive.com. Assessments of major faults will be determined by Owlete Active and their decision is final.

Only one free size exchange is available per purchase and only available to Australian addresses for full priced items. Sale items, change of mind, or incorrect item in orders are not covered by the Super Simple Size Swap System and the customer is responsible for postage charg to return their unwanted items. 

If a second size exchange is required within the one order, the postage charges are the responsibility of the customer.

International customers will be sent an invoice for international shipping for exchange or return. To arrange contact the admin team via admin@owlete.com.au

*Full price items with a promotion applied are considered a full price item and are available for exchange or refund.

**Cost of postage will not be refunded.

***Postage to customers outside of Australia - Cost of postage for goods to be returned is the responsibility of the customer.

Address for return of goods is: 

24 Denison Parade North Lakes, Queensland 4509

We recommend that you return items using a track-able postage method. Owlete Active will not be held liable for parcels lost in transit. Please allow 14 business days for the return to be processed and credited to your account.

To the maximum extent permitted by law, we are not liable for any damages or loss of any orders once it has left our premises. As per the Australian Consumer Law, Owlete Active does not have to pay for damages or losses that:

(a)   are not caused by our conduct, or our products supplied; and

(b)   relate to something independent of our business, after the goods have left our control.

CUSTOMISED/PERSONALISED PRODUCTS

Any items that are personalised can not be returned for a refund. Personalisation is customised to a customers preferences and thus not able to be resold or un-personalised/customised. The customer is to be responsible for the risk of selecting the wrong size or item.

Customisation/Personalisation is conducted by a third party and there is a very short turn around time between an order being received and delivered. If a customer believes they have made a mistake/error with their order, and would like to change their preference. They are to notify admin@owlete.com.au immediately so this can be rectified before the customisation process commences. Any changes/errors can not be made after the customisation process has commenced.

Only items with a major defect would be subject to return, and a replacement can be arranged by negotiation. Major defects are assessed on a case by case basis and at the discretion of Owlete Active and this decision is final.

FAULTY OR DAMAGED PRODUCTS

In accordance with rights available to customers located in Australia, under the Australian Consumer Law:

(a)  if an item has a major or serious problem, you are entitled to choose a refund, or exchange, or ask for compensation for any drop in the value of the item, provided you present proof of purchase. An item has a major problem when:

(i)  a reasonable consumer would not have bought the goods if they had known about the problem;

(ii)  the goods are significantly different from the description, sample or demonstration model shown;

(iii)  the item is substantially unfit for their normal purpose and cannot easily be made fit within a reasonable time; or

(iv)  the item is unsafe; and 

(b)  if an item has a minor problem, please contact the Owlete Active administration team where we may refund or replace the item, or repair the item within a reasonable time. Please keep your proof of purchase.

Assessment or confirmation of fault remains at Owlete Active's sole discretion and this decision is final.

If an item is assessed as not faulty at Owlete Active's sole discretion, the return/refund will be refused.

Refunds can only be processed via the same payment method used for the original purchase.

CHANGE OF MIND

If you change your mind about your Owlete Active purchase, and want to select an alternate item or design from the Owlete Active catalogue, please contact the Owlete Active admin via email at admin@owlete.com.au and an exchange can be arranged. 

Owlete Active are not responsible for the cost of postage to return the unwanted items from your order to the Owlete Active warehouse.

Owlete Active will, cover the postage to send out the replacement items, within Australia Only. On one (1) occasion only, to Australian addresses only.

If you are an international customer or require your order to be sent to an address outside of Australia, Owlete Active are not responsible for the cost of any postage. This is the responsibility of the customer.

Owlete Active will only cover the postage costs to send out a replacement item on one (1) occasion, in the instance of a 'change of mind' situation.

INTERNATIONAL RETURNS/REFUNDS

Owlete Active extents the same 30 day return service to all customers outside of Australia, however Owlete Active do not offer free postage for this service.

The customer is responsible for paying for any return shipping, postal or tax changes associated with a return or size exchange.

If you are located in a country outside of Australia and you would like to inquire about the location of your parcel. You must check the tracking number provided to you at the time of your order being fulfilled. If you are unsatisfied with the information provided, you must make contact with Owlete Active at admin@owlete.com.au to seek further information.

If your items have been lost by the postal service Owlete Active may offer a refund or gift voucher for the value of the original order, less postage. If Owlete Active does not have any stock to replace your lost order, you will be offered a refund or gift voucher for the value of the original order, less postage.

Owlete Active will assist with a return/refund with the customer with prompt communication from the customer to inquire about their order. 

It is not the responsibility of Owlete Active to pay for any duty, levy or taxes imposed on your order by the destination country. 

Please note that at this time of Covid19 there are significant delays within the postal service and this is outside of the control of Owlete Active. If you parcel is not delivered within the expected time frame, Owlete Active will take all efforts to locate and provide tracking for your order. But are in no way responsible for the speed at which your order is delivered. You must keep an eye on the tracking number provided to you at the time of your order being fulfilled.

PLEASE NOTE:

If you place an order with Owlete Active and the order comes through as a 'possible high risk of fraud' Owlete Active will not process your order and will refund the purchase monies back to the customer. If you think that your transaction will be seen as a possible high risk of fraud, please make contact with Owlete Active at admin@owlete.com.au to make other payment arrangements or communicate the issue from your opinion.