Returns, Refunds and Cancellation Policy

Last updated: 12 September 2026

This policy explains how returns, refunds and order cancellations are handled when you purchase products from ownae. It applies to consumers located in the United Kingdom.

Nothing in this policy excludes, restricts or limits any statutory consumer right that cannot lawfully be excluded, restricted or limited.

This policy should be read together with our Terms & Conditions, Shipping & Delivery Policy, Payment Policy and Privacy Policy.

1. Your statutory rights

Under the Consumer Rights Act 2015, products supplied to UK consumers must be as described, of satisfactory quality and fit for their intended purpose.

If a product is faulty, damaged, not as described or otherwise does not conform to the contract, you may be legally entitled to a refund, repair or replacement.

UK consumers generally have a 30-day short-term right to reject goods that do not conform to the contract, subject to the applicable legal conditions and exceptions.

After the first 30 days, you may be entitled to request a repair or replacement. If this is unsuccessful, impossible or cannot be completed within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or final right to reject the product.

These statutory rights are separate from, and are not reduced by, our change-of-mind return arrangements.

2. Cancelling an order because you changed your mind

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK consumers normally have the right to cancel most online purchases without giving a reason.

You must notify us that you wish to cancel within 14 days after the day on which you, or a person nominated by you other than the carrier, receives the products.

If an order is delivered in multiple packages or parts, the cancellation period normally begins on the day after the final package or part is received.

To cancel an order, send us a clear statement by email or telephone before the cancellation period expires:

Email: support@ownae.shop
Telephone: +44 7630555753

Please include:

• Your full name.
• Your order number.
• The products you wish to cancel or return.
• The date on which you received the products.

You may use the cancellation form included in Section 14, but you are not required to do so. A clear written statement is sufficient.

3. Cancelling before dispatch

If you wish to cancel an order before it has been dispatched, contact us as soon as possible. We will make reasonable efforts to stop the order.

We cannot guarantee that an order can be stopped after it has entered processing, been packed or been handed to the carrier.

If we cannot stop the shipment, you may receive the order and then exercise any applicable cancellation and return rights.

4. Returning products after cancellation

After notifying us that you wish to cancel, you must return the products without undue delay and no later than 14 days after the day on which you informed us of your decision.

Before returning a product, contact Customer Support for return authorisation and shipping instructions.

Unless we provide a different authorised return destination, returns should be addressed to:

ownae Returns
11 Master's Cres
Prudhoe NE42 6NT
United Kingdom

The return address is located in the United Kingdom. Customers making a change-of-mind return may therefore incur domestic postage costs. Contact us before sending a product so that we can confirm the appropriate return method and destination.

Do not return a product to its original dispatch address unless Customer Support confirms that it is the correct return destination.

We recommend using a tracked delivery service and retaining proof of postage. A return is made within the required period if you send it before the 14-day return period expires.

5. Return delivery costs

If you return a product because you changed your mind, you are normally responsible for the direct cost of returning it, provided that we informed you of this responsibility before purchase.

If a product cannot normally be returned by post, we will provide an estimate of the direct return cost before purchase where required by law.

ownae will pay or reimburse reasonable return costs if a product is faulty, damaged, incorrect, incomplete, misdescribed or where we otherwise have a legal duty to do so.

Please contact us before arranging the return of a faulty or incorrect product so that we can provide an appropriate prepaid label, reimbursement instructions or another suitable return method.

6. Condition of change-of-mind returns

You may inspect a product in the same way that you would reasonably inspect it in a physical shop.

You are responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the product. Where permitted by law, we may deduct that reduction in value from your refund.

Where reasonably possible, return the product with its accessories, manuals, complimentary items, labels and original packaging.

Missing or damaged packaging does not automatically remove a statutory cancellation right. However, you should package returned products securely to prevent damage in transit.

7. Products excluded from change-of-mind cancellation

Subject to applicable law, the statutory change-of-mind cancellation right may not apply, or may cease to apply, to:

• Products made to your specifications or clearly personalised.
• Products that are liable to deteriorate or expire rapidly.
• Sealed products that are unsuitable for return for health-protection or hygiene reasons after they have been unsealed.
• Sealed audio recordings, video recordings or computer software after they have been unsealed.
• Products that become inseparably mixed with other items after delivery.
• Other products excluded from cancellation under applicable law.

A change-of-mind exclusion does not remove your statutory rights if a product is faulty, damaged, incorrect or not as described.

8. Refunds for cancelled orders

If you validly cancel your entire order, we will refund the amount paid for the returned products and the cost of our least expensive standard delivery option.

If you selected premium, express or expedited delivery, we are not required to refund the additional amount above the cost of our least expensive standard delivery option unless applicable law requires otherwise.

For returned products, we will issue the refund without undue delay and no later than 14 days after:

• The day on which we receive the returned products; or
• The day on which you provide evidence that the products were sent back, if this occurs earlier.

If no products were supplied, we will issue the refund no later than 14 days after the day on which you informed us of the cancellation.

We may withhold a change-of-mind refund until we receive the products or you provide evidence that they have been returned, whichever occurs first.

Refunds will normally be issued using the same payment method used for the original transaction unless you expressly agree otherwise. We will not charge a fee for issuing an eligible refund.

Your bank, card issuer or payment provider may require additional processing time before the refund appears in your account.

9. Faulty, damaged, incorrect or misdescribed products

If a product is faulty, damaged, incorrect, incomplete or not as described, contact us as soon as reasonably possible.

Please provide:

• Your full name and order number.
• The name of the affected product.
• A clear description of the issue.
• Photographs or video of the product, where useful and reasonably available.
• Photographs of the packaging and delivery label, where relevant.

Photographs and video may help us investigate the issue quickly, but we will not impose unreasonable evidence requirements or make your statutory rights conditional on providing photographs.

Where you are legally entitled to a remedy, we will provide the appropriate refund, repair or replacement and cover reasonable return costs.

Normal wear and tear, accidental damage, misuse, unauthorised modification or failure to follow product instructions are not normally treated as manufacturing faults. This does not affect any legal rights you may have in the circumstances.

10. Exchanges

We do not guarantee direct exchanges. If you require a different size, colour or product, the quickest option will normally be to return the eligible product and place a new order.

This does not affect any statutory right to request a repair or replacement for a product that does not conform to the contract.

11. Refused, unclaimed or undeliverable parcels

If a parcel is returned because it was refused, unclaimed or addressed incorrectly using information supplied by you, we will contact you to discuss the available options.

Any deduction for repeat delivery or return costs will only be made where it is lawful, reasonable and properly disclosed.

This does not affect your statutory cancellation rights or our responsibility to deliver your order to the agreed location.

12. How to request a return or refund

To request a cancellation, return, refund, repair or replacement, contact ownae Customer Support:

Email: support@ownae.shop
Telephone: +44 7630555753

Please include:

• Your full name.
• Your order number.
• The product concerned.
• The reason for your request.
• Any relevant photographs or supporting information.

13. Complaints

If you are dissatisfied with how we handled a return or refund, email support@ownae.shop and include the word “Complaint” in the subject line.

We will review the matter and respond within a reasonable period. You may also obtain independent guidance from Citizens Advice or another appropriate UK consumer-protection organisation.

14. Model cancellation form

You may use the following form to cancel your contract, but you are not required to do so:

15. Contact information

ownae
11 Master's Cres
Prudhoe NE42 6NT
United Kingdom

Email: support@ownae.shop
Telephone: +44 7630555753

16. Changes to this policy

We may update this policy from time to time to reflect legal, regulatory or operational changes.

The version in effect when you placed your order will normally apply to that order unless a change is required by law or is more favourable to you.

Nothing in this policy excludes or limits any consumer right that cannot lawfully be excluded or limited.

17. Governing law

This policy is governed by the laws of England and Wales for purchases directed to UK consumers. If you live in Scotland or Northern Ireland, you retain any mandatory consumer protections that apply where you live.

This policy is intended to comply with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you have any questions, please contact our support team.