Refund policy

OWNAYA Return & Exchange Policy

At OWNAYA, we want you to be completely satisfied with your purchase. If you are not fully satisfied with the item you ordered, we offer returns and exchanges subject to the terms below.

RETURN POLICY

1. Eligibility for Return

Return requests must be submitted within 7 days of receiving your order. The item must be unworn, unwashed, undamaged, and in its original condition, with the lace uncut. The product must be returned in its original packaging. Custom-made orders cannot be returned or exchanged unless the issue was caused by an error on our part.

2. Return Process

To initiate a return, email ownayawigs@gmail.com within 7 days of receiving the item and include photos of the product for review. After we confirm eligibility, we will provide the correct return address and specific return instructions.

Do not send the item to the sender address shown on the original package. That is not the authorized return address and may delay or prevent your return from being processed.

3. Shipping Costs and Customs Declaration

The customer is responsible for return shipping costs. Please complete all customs and shipping documentation accurately and follow the carrier's declaration requirements.

4. Return Condition and Carrier

The product must remain in its original, unused condition. Returns are accepted only through DHL Express. Packages sent by other carriers may be held by customs and may not qualify for a refund.

5. Refunds

After the returned item is received and inspected, an approved refund will be issued to the original payment method. Send the return tracking number to ownayawigs@gmail.com so we can follow the shipment.

EXCHANGE POLICY

1. Eligibility for Exchange

Exchanges may be requested only for products that are unworn, unwashed, undamaged, and in their original condition. Custom-made orders cannot be exchanged unless the issue was caused by an error on our part.

2. Exchange Process

Email ownayawigs@gmail.com within 7 days of receiving your order. Include photos of the product and a description of the issue. After we confirm eligibility, we will provide the correct return address and exchange instructions. Only one exchange is allowed per customer.

3. Exchange Shipping Costs

The customer is responsible for both the cost of returning the original item and the shipping cost for the replacement item.

4. Rush Exchange Option

You may place a new order for the replacement item. After we receive and approve the returned original item, we will refund the eligible original purchase to the original payment method.

5. Price Differences

If the replacement product has a different price, we will either charge the additional amount or refund the difference, as applicable.

IMPORTANT NOTES

Do not refuse delivery. If you wish to return an item, accept delivery and then contact us for instructions.

No package, no refund: if we do not receive the returned package, no refund or exchange can be processed.

Custom-made wigs cannot be returned or exchanged unless the issue was caused by an error on our part.

CONTACT US

For questions about a return or exchange, email ownayawigs@gmail.com.