Frequently Asked Questions

Online products are fulfilled by the manufacturing brands.

Delivery times and methods may vary depending on the product and origin. If your order includes items from multiple brands, shipments may arrive separately.

OWR Limited ("OWR") provides a "30-Day Shopping Guarantee" (excluding "Non-Returnable Products") to give you peace of mind when shopping with us. Most products purchased through the OWR online store are eligible for a 30-day return and refund guarantee from the date of delivery (the delivery date shall be determined based on the customer's delivery receipt record). To request a return or refund, please contact OWR Customer Service and provide your order number. Upon receiving confirmation from OWR Customer Service, please securely pack the item(s) to be returned and include the relevant delivery note or proof of purchase along with our CS acknowledgement message securely in a box so that we can expedite your request.

Return Requirements Please retain and return all packaging and materials, including but not limited to:

• Original product packaging and boxes
• Product labels and tags
• Certificates and supporting documents
• Warranty cards or certificates
• User manuals and instructions
• Free gifts and promotional items
• All accessories and components

All packaging must be returned in complete and good condition. Product labels and tags must remain intact and undamaged. OWR reserves the right to reject any return request if labels or tags are removed, damaged, folded, or otherwise altered. If a product has been assembled, it must be returned in the same assembled condition as when purchased. OWR reserves the right to refuse returns that do not meet these packaging or assembly requirements.

Return Address OWR Limited – Returns Department
Tel: +852 2682 4281
Address: Room 311, Hong Leong Plaza, 33 Lok Yip Road, Fanling, New Territories, Hong Kong

Return Shipping Arrangements All returned products must be shipped using a courier service that provides shipment tracking (such as SF Express, Hongkong Post, or any other trackable delivery service).

• Registered mail or shipping methods without tracking services will not be accepted.
• In-store returns are not accepted.
• Return shipping costs are the responsibility of the customer.
• Original shipping and handling charges are non-refundable.
• OWR does not accept cash-on-delivery (COD) shipments for returns.

Refund Process Upon receipt of the returned product(s), OWR will inspect and verify the returned items. If the returned product(s) do not meet the requirements of this Return Policy:

• The refund request will be rejected; and
• OWR will not be responsible for returning the product(s) to the customer.

For approved refunds:

• Original shipping and handling charges will not be refunded.
• OWR will refund only the value of the eligible returned product(s).

If the returned product was accompanied by a promotional gift, discounted purchase item, or bundled product, all such items must also be returned. Failure to do so may result in the refund request being rejected. If any promotional gift or discounted item is not returned, OWR reserves the right to deduct its value from the refund amount.

Order Cancellation Policy All confirmed orders cannot be modified, cancelled, or refunded. If OWR agrees to cancel an order under exceptional circumstances, OWR reserves the right to deduct the following from the refund:

• Original shipping charges;
• Payment processing fees; and
• 15% of the total product value as an order cancellation and handling fee.

For orders delivered within Hong Kong, OWR reserves the right to deduct:

• Original shipping charges;
• Payment processing fees; and
• HK$25 as an order processing fee.

Important Notes

1. Each order is eligible for only one return request.
2. Original shipping and handling charges are non-refundable.
3. If OWR does not receive the returned product within 30 days from the delivery date, OWR reserves the right to reject the refund request.
4. Products that have been opened, used, or damaged due to personal reasons are not eligible for return or refund.
5. Any promotional gifts or discounted purchase items included with the returned product must also be returned.
6. The value of any missing promotional gifts or discounted items will be deducted from the refund amount.
7. Except in cases of product defects, damaged goods, or incorrect shipments, OWR does not accept returns or refunds.
8. The "30-Day Shopping Guarantee" applies only to return-and-refund requests and does not apply to exchanges.

Non-Returnable Products The following products are not eligible for refund:

1. Products returned more than 30 days after the delivery date.
2. Products that have been opened or used, including but not limited to products with opened seals, removed packaging tape, or opened boxes.
3. Products that are not returned in their original condition, are damaged, incomplete, or missing accessories or labels.
4. Any product that cannot be returned due to hygiene, safety, quality control, or resale requirements, including but not limited to products that have been opened, used, tested, consumed, contaminated, had their protective seal removed, or otherwise determined by OWR, at its sole discretion, to be unsuitable for resale. Such products are not eligible for return, refund, or exchange once sold.
5. Discounted, clearance, promotional, or special-sale products clearly marked as non-returnable.
6. Free gifts, samples, and promotional giveaway items.
7. Products purchased through third-party retailers or physical retail stores.
8. Personal care, hygiene, or sanitary products that are not suitable for return for legal, health, or hygiene reasons.
9. In the event of any dispute, OWR reserves the right of final decision.

Refund Timeline Once OWR has received and verified that the returned product(s) qualify for a refund, refunds will generally be processed within 14 business days.

To begin a return, please contact OWR customer support through inquiry@owr.com.hk

We’ll guide you through the process and connect you directly with the brand partner to ensure a smooth and transparent experience.

Refunds will be processed by the respective brand after the returned item has been received and verified in accordance with its return and refund policy.

The actual refund processing time may vary depending on the brand and the payment method used.

All after-sales services, including warranty coverage, repairs, product replacements, and technical support, are provided directly by the respective brand.

Many of our partner brands offer extended warranty programs and personalized after-sales support to ensure your long-term comfort, well-being, and satisfaction.

Detailed after-sales service information for each product can be found on the product page or within the product packaging.