Returns Policy – The Kind Owl
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Returns Policy

Last updated: 28th December, 2016

 

At The Kind Owl we want you to be completely satisfied with your purchase, however if you would like to cancel, exchange or refund your purchase we offer a 100% money back guarantee on all our products, under the below conditions.

 

Order Cancellation

You can change or cancel your order at any time with us as long as it's within 12 hours of placing your order on our site. To do so, you must contact our customer support and notify us you wish to change or cancel your order.

After you've contacted us you will receive a notification email within 48 hours that we received your request. If you chose to cancel your order, you will also receive a follow up notification email once we have processed and refunded your order in full. Cancellation refunds are processed immediately after we receive your request.

After 12 hours of placing your order on our site, we can no longer cancel or change your purchase, as your order is now processed and packaged to be shipped.

 

If you'd just like to add additional items to your original order

If you received free shipping on your original purchase and you'd just like to add any additional products to your order, it would be faster and quicker for you to just place another order with us through the standard checkout process on our website and you don't need to notify us in this instance. 

 

Returns

**Please do not return items to us or any of our warehouses before contacting us first**

A brief summary of the steps to make a quick and easy return with us:

  1. Contact us and request a return or exchange
  2. Please forward an electronic copy of your proof of purchase e-mail receipt for the item(s) you wish to return to admin@thekindowl.com (this is the order notification email/receipt you would have received after payment on our website)
  3. We will assess if your receipt is valid and that your return falls within our return policy guidelines, we'll then notify you by email with an address to send your return if approved.
  4. Print out our pre-filled, read-to-print labels (or write it yourself on the parcel) and post your parcel to The Kind Owl. Please include a printed copy of your proof of purchase receipt email in your return parcel if possible, but this is not mandatory
  5. We'll notify you by email when we receive your returned parcel
  6. It takes approximately 2-5 business days to assess your return and if approved we will refund or exchange your return immediately at this time
  7. We will also reimburse some shipping costs for any damaged or defective returned items at this time (conditions apply see: 'Shipping and Returns - who pays for it?' on this page)
  8. You will then be notified that your refund or exchange has been completed
  9. That's it!

90 day return policy guidelines

Our return policy lasts 90 days!

Sometimes you change your mind or life gets busy and you lose track of time, perhaps you even received unexpected expenses after making a purchase and feel you can't afford it now. Or maybe you just want to try things out for awhile before you're sure you want to keep a purchase.

We understand! We want our customers to be completely happy with their order, so unlike other stores who rush their customers often leaving them out of pocket and stuck with a product they're not satisfied with, we give our customers a generous 90 day time frame to make sure their purchase is right for them and to return any item if they wish to do so in this time. 

As a guideline, these are our conditions for your return to be accepted under our 90 day return policy:

  • If shipping tracking is provided for your order (this includes both within the USA or anywhere in the world/outside the USA) you must contact us and request an exchange or return on your items within 90 days of delivery receipt.
  • If shipping tracking is not provided for your order (this includes within the USA or anywhere in the world/outside the USA) and therefore a delivery receipt date is unavailable, you must contact us and request an exchange or return on your items within 150 days of placing your order on our website (60 days maximum shipping wait + 90 days return policy).
    After these above time frames we cannot accept returns.

     

    It's easy and hassle-free to make a return with us!

    There's no phone calls from us asking why you want to return an item and we don't make our customers fill out any lengthy forms like other companies do. All you need to do is contact us, request a return (please include your order number if you have it) and we'll handle it all from there. 

    We'll also notify you by email as soon as we receive your return and if your return is approved (this can take up to 2-5 business days to assess), we will refund you immediately or send out an exchange. You then will receive a follow up email shortly after to notify you your refund or exchange has been processed.

    Please note if you have requested an exchange delivery times will be the same as placing an order with us through the standard checkout process.

     

    Feel free to print out and use our pre-filled postage return labels for hassle free returns

    Once you've notified us you would like to return a purchase, you can also use our ready-to-print, pre-filled return labels if you wish to save you time.

    Just print out our pre-filled return labels in the size you need (or write your own it's up to you), fill in the order number you're returning, attach it to your parcel, fill in your sender details, drop it off at your nearest post-office, choose and pay how you would like to ship it (we reimburse some return shipping costs under specific conditions, see 'Shipping and Returns - who pays for it?' on this page for more information) and you're done!

    It's as easy as that!

    You can also find our ready-to-print, pre-filled return labels at the bottom of our website at any time for easy printing access or you can print one out here: Return Shipping Labels

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    **Before sending any items to us please contact us first and do not return items to any of our warehouses (the sender address on the shipping parcel you received).  If you do this, we will not be able to exchange or refund your return as our suppliers are located around the world and our store will not receive your goods to process your request.

     

    To complete and validate your return

    We require a receipt as proof of purchase to validate your request for a return - this will be the email receipt you would have received when you first placed your order with us. If possible, please print out and include a copy of this receipt in your returned parcel.

    However we know that can be a hassle, so we only ask that you please forward an electronic copy of your order receipt via email to customer service at: admin@thekindowl.com after you contact us to request a return or exchange.

    If you cannot find this email, please check your junk/spam mail and trash folders first. If you have an account registered with The Kind Owl, also check you have your correct email address in your account information and whether or not this may have prevented you receiving email notifications from us.  

    We are not responsible or liable in any way for losses that may incur if you have entered an incorrect email address during checkout on our website or when entering and updating your email address in your account with us.

    However, if you accidentally used a wrong email address or cannot find this email receipt, please feel free to contact us and our friendly customer service team will be happy to help you. We'll have a look in our records and see if it's in our system. Without a valid receipt as proof of purchase, unfortunately we cannot offer you an exchange or refund. 

     

    Eligibility and what returns we accept

    To be eligible for a refund or exchange on a return, your purchased product(s) must be unused and in the same original condition that you received them. Please allow up to 2-5 business days for us to assess and process your return once we notify you by email that we have received it.

    We would prefer and be grateful if the product is returned to us in the original packaging, plus if you don't throw this packaging away it's always handy if you wish to re-sell your item in the future for any reason if you decide to keep it.

    However, not all our customers do this and sometimes things get tossed away by accident and we understand.

    We will still accept your returns - even if they're not in their original packaging.

    Apparel (T-shirts, leggings, any kind of clothing etc) however, for sanitary reasons and to preserve the vibrance / quality of our designs, should be unworn and unwashed with no visible stains or marks for returns to be accepted.

    Some types of goods are exempt from being returned:
    Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, clothing which has been worn or washed (e.g. faded or cracked T-shirt designs), hazardous materials, or flammable liquids or gases.

    Additional non-returnable items:
    • Gift cards
    • Digital download products
    • Some health, personal and pet care items
    • Any item not in it's original condition, is damaged or missing parts for reasons not due to our error
    • Due to differences in computer screen monitors the colors in our products such as our t-shirts, may vary when viewing our site on different monitors, we therefore cannot refund returns for some variations in colors because of these reasons.

    There are certain situations where only partial refunds are granted:
    • Books with obvious signs of use
    • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened

     

    Shipping and Returns - who pays for it?

    It's rare for our customers to receive damaged or defective items as we only source the best, high quality products to offer our customers, however if by chance you do receive a damaged or defective item we will do everything we can to make sure you are taken care of.

     

    For damaged or defective items

    If you want a refund or store credit:

    For any damaged or defective items you received that we've approved we were at fault, we will reimburse your return shipping costs up to a maximum of $30US to return an item to us from anywhere in the world! Any shipping costs that are over $30US, you will need to pay the additional amount.

    You also will be fully refunded not only for your item in your order but for any shipping costs you might have paid on our site during the checkout process, we cover those shipping costs! If you do not wish to exchange your item for a new one and only want a refund or store credit.

    If you want a replacement product or an exchange:

    If you wish to exchange a damaged or defective item that we've approved we were at fault, or change it for a different product of the same value and you had paid any shipping costs when you first placed your order with us - you will only be charged for the initial shipping fee you've already paid and you will NOT be charged a second time for any shipping fees to have the item re-sent out to your nominated address. We cover these extra shipping costs!

    Please keep your postage receipts as proof of shipping receipt and send a photograph/image of this receipt(s) to admin@thekindowl.com so we can reimburse you for your return shipping costs, up to a maximum of $30US. If you don't provide a proof of shipping receipt unfortunately we cannot reimburse you any shipping fees you may have incurred. 

    Yes you read that right! We help pay your return shipping on damaged or defective items if we find we are at fault.

    Unlike other stores who make you pay for your return shipping or charge you a second time to have new items sent out even if the products you received are damaged or defective, we believe it's only fair for our customers who may in rare instances have received a damaged or defective product we find was our fault, to be given more buyer protection on their purchases.

    So we eliminate this risk and burden for our customers by offering you this buyer protection on all our products under our 90 day return policy - so you can feel confident shopping with us!

     

    For all other returns

    If you'd just like a refund, store credit or to exchange your purchase for a different size, different color, change of mind or any other reason and your item is not damaged or defective by our fault, you will need to pay any shipping fees.

    If you would like a refund or store credit and your return is approved under our 90 day return policy, we'll be happy to do this for you.

    If however you'd like to just change something about your original order or exchange an item for something else, just let us know and our friendly customer service team will process your return as soon as possible so we can get your new items dispatched for you right away.

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    We suggest you use a trackable shipping service or purchase shipping insurance if you wish to return an item to us. We don’t guarantee that we will receive your returned item and cannot offer any refunds or exchanges if we do not receive your return.

    Please note we do not reimburse any customs fees, import duties, taxes, charges, and/or Value-Added Taxes (VAT) that may be applied by customs of the destination country - even for any damaged or defective items. These potential costs and fees are the responsibility of the delivery recipient.

    Please check with your country's customs office for more information about potential costs before placing your order. By placing an order with us or requesting a refund, store credit or exchange you acknowledge you accept these conditions.

     

    Returning Gifts

    If the item was marked as a gift when purchased in the 'special instructions for The Kind Owl' box during the checkout process and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received by us.

    If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and please note he/she will find out about your return.