Terms & Conditions

Last updated: 12 September 2026

These Terms & Conditions apply to purchases made from ownae. They explain the terms governing use of our website, orders, payments, delivery, cancellations, returns and refunds.

Please read these terms before placing an order. By placing an order, you confirm that you have read and accepted these terms.

These terms should be read together with our Returns & Refunds Policy, Shipping & Delivery Policy, Payment Policy, Privacy Policy and any other policies displayed on our website.

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

1. Store information

This online store operates under the trading name ownae.

Store name: ownae
Email: support@ownae.shop
Telephone: +44 7630555753
Business address: 11 Master's Cres, Prudhoe NE42 6NT, United Kingdom

2. Eligibility

You must be at least 18 years old and legally capable of entering into a binding contract to place an order.

If you place an order on behalf of another person or organisation, you confirm that you have authority to do so.

3. Product information

We take reasonable care to ensure that product descriptions, specifications, prices, measurements, colours and images are accurate. However, colours and appearance may vary slightly depending on your screen, device settings and reasonable manufacturing variations.

Product measurements are approximate unless expressly stated otherwise. Packaging may differ from that shown, provided that the product itself remains materially as described.

Product availability is not guaranteed. We may update product information or correct inaccuracies and obvious errors where reasonably necessary.

These provisions do not affect your right to receive products that are as described, of satisfactory quality and fit for purpose.

4. Placing an order

When you place an order, you are making an offer to purchase the products in your basket.

An automated order confirmation acknowledges that we have received your order, but does not necessarily mean that we have accepted it.

A binding contract is formed when we send confirmation that your order has been accepted or dispatched, whichever occurs first.

Orders remain subject to payment authorisation, product availability, address verification, fraud-prevention checks and our acceptance.

5. Refusing or cancelling an order

We may refuse, limit or cancel an order where reasonably necessary, including where:

• A product is unavailable or out of stock.
• There is an obvious pricing or product-information error.
• Payment cannot be authorised or verified.
• The order appears fraudulent or unauthorised.
• A disclosed purchase limit has been exceeded.
• The delivery information is incomplete, incorrect or unsupported.
• The order cannot legally or safely be fulfilled.

If we cancel an order after collecting payment, we will refund the amount charged for the cancelled products and any applicable delivery charges to the original payment method.

6. Prices, taxes and payment

Product prices, applicable taxes and delivery charges will be displayed before you complete your purchase.

Prices displayed to UK consumers will include VAT where VAT is applicable and we are responsible for collecting it.

Payment must be made using one of the payment methods available at checkout. Available payment methods may depend on your location, currency, device, card issuer or payment provider.

By submitting payment details, you confirm that you are authorised to use the selected payment method.

If we discover an obvious pricing error before dispatch, we may contact you and give you the option to continue at the correct price or cancel the affected product.

We will not rely on a pricing error where it would have been reasonable for us to recognise and honour the stated price under applicable law.

7. Cancelling before dispatch

If you wish to cancel an order before dispatch, contact us as soon as possible:

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

We will make reasonable efforts to stop the order. However, we cannot guarantee cancellation once an order has entered processing, been packed or been handed to the carrier.

8. Cancelling after dispatch

Once an order has been dispatched, we may be unable to cancel or modify it while it is in transit.

For most goods purchased online, UK consumers have 14 days after receiving the goods to tell us that they wish to cancel. After notifying us, the goods must normally be returned within a further 14 days.

Certain products are excluded from change-of-mind cancellation rights under applicable law. These exclusions do not affect your rights if a product is faulty, damaged, incorrect or not as described.

9. Order processing

Orders are normally processed within 1–3 business days after payment authorisation.

Business days are Monday to Friday, excluding applicable UK public holidays.

Processing times are estimates and may be longer during promotions, holidays, product launches, stock checks or periods of unusually high demand.

10. Delivery

Available delivery methods, charges and estimated delivery times will be displayed at checkout or explained in our Shipping & Delivery Policy.

Unless expressly agreed otherwise, delivery dates are estimates rather than guaranteed dates.

We are responsible for delivering your order within the agreed period or, where no period has been agreed, without undue delay and normally no later than 30 days after the contract is formed, unless a different arrangement has been agreed with you.

Delivery may be affected by carrier disruption, weather, public holidays, customs procedures, address problems, failed delivery attempts or events outside our reasonable control.

If a significant delay occurs, we will provide information about your available options and legal rights.

11. Customs and import charges

Products are normally dispatched from within the United Kingdom. If an order is dispatched from outside the United Kingdom, any mandatory delivery charge, import tax, customs duty or handling fee that you must pay will be disclosed before purchase where required by applicable law.

You will not be required to pay an undisclosed mandatory charge imposed by us after completing checkout.

Customs procedures may delay delivery. We will remain responsible for fulfilling our delivery obligations and for providing any remedy required by applicable consumer law.

12. Delivery information supplied by you

You are responsible for providing a complete and accurate recipient name, delivery address, email address and telephone number.

Contact us immediately if you need to correct your delivery information. We cannot guarantee that an address can be changed after an order has entered processing or been dispatched.

Where permitted by law, reasonable redelivery or return-to-sender costs caused by incorrect customer-provided information, refusal of delivery or failure to collect a parcel may be charged to you or deducted from an applicable refund.

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

13. Risk and ownership

For consumer orders, responsibility for the products normally passes to you when they are delivered into your physical possession or the possession of a person identified by you to receive them.

If you independently appoint a carrier that was not offered by us, responsibility may pass to you when the products are delivered to that carrier, as permitted by applicable law.

Ownership of the products passes to you once we have received payment in full or when the products are delivered, whichever occurs later.

14. Missing parcels

If tracking shows that a parcel was delivered but you cannot locate it, check with household members, neighbours, reception areas and any safe place you authorised.

If the parcel still cannot be located, contact us promptly so that we can investigate with the carrier.

We remain responsible for handling your delivery claim and will not require you to resolve the matter solely with the carrier. A carrier's tracking status alone does not remove any responsibility we have under applicable law.

15. Returns

Eligible change-of-mind returns are governed by our Returns & Refunds Policy and applicable UK consumer law.

Where a statutory cancellation right applies, you must normally notify us within 14 days after receiving the order and return the products within 14 days after notifying us.

Before sending a return, contact Customer Support for authorisation and return 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 returning a product so that we can confirm the appropriate method and destination.

You may inspect a product as you would reasonably inspect it in a physical shop. Where permitted by law, we may reduce a refund to reflect a reduction in value caused by handling beyond what is necessary to establish the product's nature, characteristics and functioning.

Original packaging is recommended, but its absence does not automatically remove a statutory cancellation right.

16. Products excluded from change-of-mind returns

Subject to applicable law, change-of-mind cancellation rights 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 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.

These exclusions do not remove your statutory rights if a product is faulty, damaged, incorrect or not as described.

17. Faulty, damaged or incorrect products

Products must be of satisfactory quality, fit for purpose and as described. Contact us if a product is damaged, faulty, incorrect, incomplete or materially different from its description.

Please provide:

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

Photographs may help us investigate the issue, but we will not impose unreasonable evidence requirements or make your statutory rights dependent 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.

18. Return delivery costs

• Faulty, damaged, incorrect or misdescribed products: ownae will cover reasonable return costs where required by law.
• Change-of-mind returns: You are normally responsible for the direct return cost, provided that this responsibility was disclosed before purchase.
• Cash-on-delivery returns: We do not accept parcels sent using a cash-on-delivery service unless this has been agreed with us in advance.

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.

19. Refunds

Eligible refunds will normally be issued using the original payment method. We will not charge a fee for issuing an eligible refund.

For a valid statutory cancellation of an entire order, we will refund the product price and the cost of our least expensive standard delivery option.

Additional charges for premium or expedited delivery are not normally refundable above the cost of standard delivery.

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 notified us of the cancellation.

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

After we issue a refund, your bank or payment provider may require additional processing time before it appears in your account.

20. Exchanges

We do not guarantee direct exchanges. If you require a different product, size or colour, you should normally 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.

21. Promotions and discount codes

Promotions and discount codes may be subject to additional conditions, validity periods and purchase requirements displayed with the offer.

Unless stated otherwise, promotional codes cannot be combined, exchanged for cash or applied retrospectively.

We may withdraw or correct a promotion where it contains an obvious error, is being misused or cannot lawfully be fulfilled.

This does not affect contracts that have already been validly formed, except where permitted by law.

22. Acceptable use

You must not:

• Use our website for unlawful, fraudulent or abusive purposes.
• Interfere with the security or proper operation of the website.
• Attempt to gain unauthorised access to systems, accounts or data.
• Introduce malware or other harmful material.
• Use automated systems to extract website content in a way that violates applicable law or our rights.

We may restrict access where reasonably necessary to protect our website, customers, systems or legal rights.

23. Intellectual property

Unless otherwise stated, website content including text, graphics, logos, photographs, layout and original media is owned by or licensed to ownae and protected by applicable intellectual-property laws.

You may use the website for personal, non-commercial shopping purposes. Content may not be copied, reproduced, distributed, modified or used commercially without permission, except where permitted by law.

24. Third-party services and links

Our website may contain links to third-party websites or use services provided by payment processors, carriers and other service providers.

We are not responsible for third-party websites that we do not control. Nothing in this section limits our responsibility for performing our contract with you or for service providers where the law makes us responsible.

25. Events outside our reasonable control

We are not responsible for delay or failure caused by events outside our reasonable control, provided that we take reasonable steps to minimise their effect.

If such an event materially affects your order, we will contact you where reasonably possible.

If there is a substantial delay, you may have the right to cancel the affected order and receive a refund for products that have not been supplied.

26. Our liability

Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for:

• Death or personal injury caused by negligence.
• Fraud or fraudulent misrepresentation.
• Breach of applicable statutory consumer rights.
• Any other liability that cannot lawfully be excluded or limited.

Products sold through our website are intended for domestic and private use unless expressly stated otherwise.

To the extent permitted by law, we are not responsible for business losses arising from a consumer purchase or losses that were not a reasonably foreseeable result of our breach when the contract was formed.

27. Personal information

We process personal information in accordance with our Privacy Policy and applicable data-protection law, including the UK GDPR and the Data Protection Act 2018.

28. Complaints

If you have a complaint, contact us at support@ownae.shop and include the word “Complaint” in the subject line.

Please provide your name, order number and a clear description of the matter. We will review your complaint and respond within a reasonable period.

UK consumers may also seek independent guidance from Citizens Advice or another appropriate consumer-protection organisation.

29. Governing law and disputes

These terms are governed by the laws of England and Wales for purchases directed to UK consumers.

If you live in Scotland, Northern Ireland or another part of the United Kingdom, you retain any mandatory consumer protections and rights to bring proceedings that apply where you live.

Before starting formal proceedings, please contact us so that we can attempt to resolve the matter.

30. General provisions

If any provision of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in effect.

A delay in enforcing a right does not waive that right.

No person other than you and ownae has any right to enforce the contract between us, except where applicable law provides otherwise.

We may transfer our rights and obligations under these terms only where this does not reduce your legal protections. You may transfer your rights where the law permits.

31. Changes to these terms

We may update these terms to reflect legal, regulatory, operational or business changes.

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

32. Contact us

Store name: ownae
Email: support@ownae.shop
Telephone: +44 7630555753
Business address: 11 Master's Cres, Prudhoe NE42 6NT, United Kingdom

If you have a question, complaint or request concerning an order, include your name, order number and a clear description of the matter so that we can assist you efficiently.