Refund policy
Returns
90 Days Satisfaction Guarantee
We want you to be completely satisfied with your purchase.
This is why we offer a 100% satisfaction guarantee within 90 days after you received our products. If 90 days have gone by, unfortunately, we can not offer you a refund or exchange.
To be eligible for a return, your item must be unworn and in the same condition as when you received it. It must also be in the original packaging.
Several 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, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
When wanting to return any items to us please always make sure to contact us beforehand at info@owlsandturtles.com, so we can confirm and coordinate the further steps. Please do not send your purchase back to the sending distribution center without previous approval from us.
Our customers from North America and Latin America kindly use the following return address:
Owls & Turtles North America
50 Colfax Avenue
STE EF5789
Clifton, New Jersey 07013
United States
Our customers from Europe, Africa and the Middle East kindly use the following return address:
Vybe Digital GmbH
Obstgartenstrasse 9
8703 Erlenbach
Switzerland
Our customers from Asia and Oceania kindly use the following return address:
Owls & Turtles Asia
R 201, Building No 138
Yongsheng Area, Bingwang Street 20589
Jiangdong
Yiwu, Zhejiang 322000
China
There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, that is damaged or has missing parts for reasons not due to our error
Refunds (if applicable)
Once we agreed that the item should be returned to us and it is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and you will receive a confirmation of the applicable refund within 48 hours.
Exchanges (if applicable)
We only replace items if they were delivered to you defective or damaged. If you need to exchange it for the same item, contact us at info@owlsandturtles.com
Please note that in order for any items to be exchanged we need to be notified of the defect by email at info@owlsandturtles.com within 48 hours after receipt of the item. The email must contain information about the defect and a picture showing the damaged item and needs to be sent to info@owlsandturtles.com.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
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 he will find out about your return.
Shipping
To return your product, you should mail it to the applicable address mentioned above, upon our previous approval via email..
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund (also on items with free shipping, as we paid the shipping costs from our margin).
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping any items over $75 total cost, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.