Widerrufsrecht

Last updated: August 30, 2026

1. Catalog Order Cancellations

Catalog orders may be cancelled for a full refund before dispatch. Please contact OwlCache as soon as possible with your order number.

After dispatch, change-of-mind cancellations or returns are generally not accepted where no mandatory statutory withdrawal right applies. This does not affect any consumer rights that cannot legally be excluded.

2. Pre-order Cancellations

Pre-order items may be cancelled for a full refund before dispatch. Please contact OwlCache as soon as possible with your order number.

Once the order has been dispatched, standard change-of-mind cancellations or returns are generally not accepted. This does not affect any rights that cannot legally be excluded.

3. Personal Shopper Cancellations

A Personal Shopper request may be cancelled without charge before OwlCache places the purchase with the third-party seller.

After the purchase has been placed, cancellation and refund availability depend on the seller's rules. Non-refundable seller charges, marketplace charges, China domestic shipping costs, completed service fees, or other unrecoverable costs may be deducted from any available refund.

Any special cancellation terms will be disclosed before the customer confirms payment.

4. Change-of-Mind Returns After Dispatch

For destinations where no mandatory statutory withdrawal right applies, we generally do not accept change-of-mind cancellations or returns after an order has been dispatched because standard international reverse return shipping to China may not be available or economical.

This policy does not affect any mandatory consumer rights that apply under local law.

5. EU, UK and Other Mandatory Consumer Rights

Customers in the European Union and United Kingdom retain any mandatory statutory cancellation or withdrawal rights that apply to their purchase.

For qualifying online purchases, these rights generally include a 14-day cancellation or withdrawal period after delivery, subject to applicable legal exceptions.

Customers must contact OwlCache before sending any return and follow the return instructions provided by our support team. Please do not send returns to the address printed on the original shipping label.

Where permitted by applicable law, the customer is responsible for the direct cost of return shipping for a change-of-mind return.

6. Damaged, Defective or Incorrect Items

If you receive an item that is damaged, defective, or materially different from what you ordered, please contact us with your order number and clear supporting photos or videos. We will review the case and provide an appropriate resolution.

Where applicable law requires OwlCache to cover return costs for defective, damaged, or incorrect goods, those costs will not be passed on to the customer.

7. Returned, Rejected or Failed Deliveries

If a parcel is returned, rejected, or cannot be delivered because of an incorrect or incomplete address, recipient unavailability, failure to collect the parcel, refusal of delivery, or unpaid customs charges, please contact OwlCache for review.

Where permitted by applicable law, the customer may be responsible for the original shipping charge, return charge, customs charge, storage charge, and any new shipping charge required for reshipment. Any available refund will be calculated after unrecoverable charges have been deducted.

8. Pre-orders, Made-to-Order and Restricted Items

Pre-order and made-to-order items follow the release or production timeline stated on the product page. They may be cancelled for a full refund before dispatch. Blind boxes, mystery items, and other restricted items may be subject to additional limitations after dispatch as stated on the product page, subject to mandatory consumer rights under applicable law.

9. Refund Processing

Approved refunds are issued to the original payment method. Please allow approximately 5–10 business days after approval for processing. Your bank or payment provider may require additional time to post the refund.

10. Returns Requiring Manual Review

If standard international reverse return shipping is not available for an order, please contact us before taking any action. We will review the specific circumstances and work with you on an appropriate resolution. Please do not send a return without receiving instructions from our support team.

11. Related Policies and Contact

See Worldwide Shipping, our Pre-order Policy, and Personal Shopper for complete rules.

For cancellation, product issue, or refund questions, email support@owlcache.com or use the chat widget on our website.