Refund policy
Returns, made clear.
A straightforward guide to eligible returns, exchanges, refunds and warranty support for OOWOLF orders.
Please contact OOWOLF before sending any item back. We will provide the correct return instructions and a Return Merchandise Authorization (RMA), where applicable. Unauthorised returns may not be accepted or processed.
At a glance
| Situation | Eligibility | Window | Return shipping |
|---|---|---|---|
| Damaged, defective or incorrect item | Eligible | 30 days from delivery | Covered by OOWOLF |
| Change of mind, unopened | Eligible | 30 days from delivery | Customer responsibility |
| Change of mind, opened but unused | Case by case | 14 days from delivery | Customer responsibility |
| Used product without a defect | Not eligible | — | — |
| Damage caused by misuse | Not eligible | — | — |
Starting a return
Eligible items may be returned within 30 days of delivery in the same condition received: unused, with original packaging, accessories and documentation. Email support@oowolf.com with your order number and the reason for your request. Our support team will respond within two business days with the next steps.
Damaged, defective or wrong items
If an item arrives damaged, defective or different from what you ordered, contact us within 30 days of delivery. Please include your order number, a concise description of the issue, and clear photographs or video where relevant. Once verified, OOWOLF may offer a replacement, repair, or full refund including original shipping fees. Return shipping for verified cases is covered by OOWOLF.
Refunds and exchanges
After a returned item is received and inspected, we will notify you of approval or rejection within three business days. Approved refunds are issued to the original payment method within 5–10 business days, subject to your payment provider. Original shipping fees are non-refundable unless the return results from our error. Change-of-mind return shipping is the customer’s responsibility and may be deducted from a refund if a prepaid label is provided. Items returned outside the stated condition may incur a restocking fee of up to 15% or be declined.
For an exchange to a different colour, variant or model, contact support within 30 days of delivery while the item remains unused and in original packaging. Any price difference will be charged or refunded as applicable.
What is not returnable
Used, installed or worn products; items damaged through misuse, accidents, unauthorised modification or failure to follow product instructions; unauthorised returns; items sent back more than 30 days after delivery; gift cards; and downloadable digital products are not eligible for return or refund.
Limited warranty
All OOWOLF products include a 12-month limited warranty against manufacturing defects from the date of purchase. This covers defects in materials and workmanship under normal use, but not accidents, misuse, unauthorised repairs or normal wear. For a warranty claim, email support with proof of purchase and a description of the issue. A warranty claim is handled separately from a standard return and may result in repair, replacement or store credit at our discretion.
Order cancellations
Orders may be cancelled for a full refund within 24 hours of placement, provided they have not been dispatched. Contact support immediately with your order number. After dispatch, an order cannot be cancelled and must be handled as a return after delivery, where eligible.