Return Policy

Our Return Guidelines

1. Return Request

At Owbal, customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order, provided the item meets the eligibility requirements outlined in this Return Policy.

If you wish to return an item for reasons other than a defective product, shipping damage, an incorrect item, or an error on our part, the item must be returned unused, unopened, and in its original condition. In these situations, customers are responsible for the return shipping costs.

Due to health, hygiene, and product safety considerations, Aromatherapy Candles and Fragrances must remain unused, unopened, and in their original packaging unless the item is defective, damaged during shipping, incorrect, or materially different from its description.

If you receive a defective, damaged, incorrect, or significantly misdescribed product, please contact our customer support team within 30 days of delivery. After reviewing your request, we may provide a replacement, a full refund, or reimbursement of reasonable return shipping costs where applicable.

2. Return Requirements

To qualify for a return, products must:

  • Be returned within 30 days after delivery.
  • Be unused, unopened, and in their original resalable condition.
  • Include the original packaging, labels, seals, and any included accessories.
  • For Aromatherapy Candles and Fragrances, remain unopened and unused unless the return results from a manufacturing defect, shipping damage, incorrect shipment, or our error.
  • Not show signs of misuse, excessive wear, intentional damage, contamination, or unauthorized modification.
  • Include all items originally supplied with the order.

Return shipping costs depend on your location and selected shipping carrier. Customers are responsible for return shipping expenses unless the return is due to a defective product, shipping damage, an incorrect item, or an error made by us.

3. Refund Processing

Once your returned package has been received and inspected, approved refunds are generally processed within 3–5 business days.

Refunds will be issued to the original payment method whenever reasonably possible. Depending on your bank or payment provider, additional processing time may be required before the refunded amount appears in your account.

Original shipping charges are generally non-refundable unless the return results from our mistake, a defective product, shipping damage, or an incorrect shipment.

4. Orders Marked as Delivered but Not Received

If your tracking information indicates that your package has been delivered but you have not received it, please contact us within 24 hours after the delivery notification.

We will work with the shipping carrier to investigate the shipment. Depending on the outcome of the investigation, an appropriate resolution may include a replacement shipment or a refund where applicable.

5. Exceptional Cases

  • If a customer refuses delivery or declines to accept a shipment, refunds will only be processed after the returned package has been received and inspected.
  • Original shipping charges are non-refundable unless the return is caused by our error, a defective product, shipping damage, or an incorrect shipment.
  • Returns sent without prior authorization may be refused, and any resulting costs remain the customer’s responsibility.
  • For health and safety reasons, opened or used Aromatherapy Candles and Fragrances are generally not eligible for return unless they are defective, damaged, incorrect, or materially different from their description.
  • We reserve the right to refuse returns involving fraudulent claims, misuse, intentional damage, unauthorized returns, or violations of this Return Policy.

Refund Request Procedure

Before returning any item, please contact our customer support team by email to obtain return authorization and detailed return instructions.

Please include the following information:

  • Full Name
  • Shipping Address
  • Email Address
  • Product Name
  • Order Number
  • Description of the issue
  • Photos showing any damage, defects, incorrect items, or other relevant issues (if applicable)

Once we receive your request, our support team will review the information and, where appropriate, provide complete return instructions, including the correct return address and any additional requirements.

Customer Service Information

Customer Service Email: [email protected]

Company Name: Old Way Global LLC

Return Address: 1500 N Grant St Unit 449, Denver, CO 80203, United States