Refund/Returns policy

We make every effort to ensure the manufacture is of the highest quality for our products. But in the unlikely event that the product is defective, damaged or undelivered (incorrect address), please contact us within 7 days, after the product is delivered, to our customer service at info@own-words.com.

After confirming your inquiry, we will provide detailed instructions for the process of returning or exchanging defective products.

≪ Returns method ≫

Please complete the following procedures within 7 days after the item arrives:

• Please contact our customer service (email: info@own-words.com) with the reason for the return. We will reply to you within 3 business days with instructions on how to return it.
• Please process the return within 5 days from the date you received the returning process instructions guide.

When returning, please ensure to return the items in the same condition as when you received them.

≪ Notes on return ≫

When processing a return, please ensure to use a courier service that provides tracking for return. Please retain a copy of the postage receipt and tracking number. Please refrain from returning by regular mail and without tracking services.

We are not responsible or liable for any incidents such as damage or lost during the return.

≪ Shipping fee for returns ≫

Unless the return of the product is due to item defects, all shipping fee will be paid under the responsibility of the customer. For all product defect returns, we will refund the shipping fee to the nominated payment method once we have received the returned item and conducted an investigation to the case. In the instance where a customer wishes to cancel their order upon delivery, refund is ineligible.

≪ Ineligible Returns ≫

• Items that have been worn or used at least once
• Items that have been damaged by the customer
• Items that have been repaired, washed, and cleaned
• Items with separated product tags and price tag labels
• Items with “No returns” on the product page
• Evidence of tampering to the items and/or shows significant changes from when the product was sent, to when the case report was opened.
• Wrong sizes: customers would have been advised on the product pages to carefully check and match the correct size measurements of items before confirming purchase. We are not liable for wrong sizes due to negligence or mismatches.
• Non-returnable items such as earrings, swimwear, underwear, socks, cosmetics, food, masks, hand gels, any items that can potentially breach hygiene and infection control standards
• Items that have been delivered for more than 7 days

**In the case where the item is returned to us under these circumstances, a refund is ineligible.

≪ Refunds ≫

We will process refunds through our nominated refund methods: eg. Cash (if eligible) on hand, credit card or bank transfer. If the refund is processed through credit or bank transfers, note that due to differing banking institutions, the amount may not show up in the account instantly. Please allow 3-5 business days for the refund process to complete before inquiring further.

≪ Exchanging Products ≫

If the desired item is in stock, we will process the exchange and send the new item out once the exchanged item is returned back to us. We will not send the new item out until we have received and confirmed the returned item. In the case where an item is returned and there are evidence of tampering, we will cancel the exchanging process and you will be ineligible for a refund.

In the case where customers request for a size exchange, we will carefully conduct an investigation to ensure for a genuine reason to allow the exchange and waive the fees (items need to be unopened with tags and labels still intact for this to be successful as well). If customers simply wish to exchange for a size change due to their own negligence in checking the size chart and measurements and understanding their own sizes, we will not be liable for the mismatch and we will not waive shipping fees and returning fees.

≪ About the product ≫

Please refer to the product tag attached to the item for handling precautions.

There may be minimal “fraying or thread seams noticeable from weaving fabrics” that may occur during the manufacturing processes. This does not affect the quality of the item.

Due to the nature of the material, some dyes may have a strong odour.

After the product is completed and received from the manufacturer in a sealed and protected state, it is inspected and repacked before shipping to the customers.

If there are concerns for the odour of the item, try drying in the shade in a well-ventilated place to phase out the odour.

Our products mainly use synthetic leather, textile materials and natural materials. Depending on the product, the color may fade due to moisture or friction. Be especially careful when wearing light-colored clothing and wash the item according to the instructions in the washing guide. 

Products are received from the manufacturer in a sealed state and stored. Since the products are stored in bags, some wrinkles may be visible. This does not affect the quality of the item, iron or smoothen the clothing out before wearing if needed.

In order to prevent damage to the products during delivery, we deliver them in appropiate packaging. If the product itself is not damaged, we will not accept returns / exchanges as defective products.