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Returns



Returns are Easy!

Only few steps as below:





Conditions for Return Request

The table below shows the appropriate condition of return products:

x: Not Required | ✓: Required
Return ReasonsYOUR RETURN MUST BE :
Sealed conditionNot UsedComplete(with all free gifts, accessories, original packing)Official invoice attachedTags & labels attachedCan be turned on and IMEI* can be shown( for Mobile)
Damaged on arrivalxx
Wrong item delivered
Wrong address delivered
Missing parts / Itemsxx
Change of mind
* IMEI: International Mobile Equipment Identity


Return Request are only accepted within 7 days since the shipment date.

If you are not satisfied with your purchase, return the eligible product(s) in new and unworn condition with the original packing for a full refund in accordance under our returns policy. We do not refund the original shipping fees, however.

All product packing and certificates of authenticity, grading, and appraisal (if any) must be returned with the product(s). Any product(s) returned without original documentation will be rejected. Any product(s) that have been resized, damaged or otherwise altered after delivery will not be accepted for return.

Eligible product(s) must be returned by using a trackable shipping method that is offered by couriers.


Non-Returnable, Non-Exchangeable & Non-Refundable Items

Please note that due to related policies, hygiene concerns and suppliers' requests, certain items and brands are non-returnable, non-exchangeable and non-refundable, as listed as below:
  • All Headsets
  • All Speakers
  • All beauty products
Kindly double check that the items you wish to return do not fall under this list.
OWTEL Store reserves the right to update “Non-Returnable, Non-Exchangeable & Non-Refundable Items” at its sole discretion without prior notice.


Request for Return

OWTEL Store offer you “7-days Return Guarantee”. If the return product(s) can satisfy the aforementioned conditions, you are eligible to request for return by following the steps below.
  1. Login your personal account.
  2. Go to “My account”.
  3. Click “Returns Manager”.
  4. Find the related order record and click “Return”. (“Return” button cannot be activated before the success shipment or over 7 days since the shipment date)
  5. Read and agree related Terms & Conditions.
  6. Choose “Exchange” or Refund”. (The decision made by OWTEL Store shall be final)
  7. Fill in and submit online form.
If Return request is successfully created, you will receive an email notification with related “Return Form” in PDF attached. You can also find the download link under “Return History”.


Prepare your parcel for return

After you submitted return request successfully, you can prepare shipment as following:
  1. Print out the Return Form and check the contents.
  2. Fill in appropriate information and sign your name at the bottom of the Return Form. (Please note that the return request will not be accepted if the Return Form is missing information and / or signature)
  3. Fill in the return waybill (includes "Shipper’s information" and "Description of Contents", also mark the order no. in “Reference no.” field).
  4. Pack all free gifts, accessories (if any), the return products with original packing, the official invoice and the return form in a sturdy box securely and include padding such as packing bubbles or newspaper. (If you do not have appropriate packing box, you can bring all requirements to S.F. Stores directly. S.F. staffs can provide boxes or bags for you to pack.)
  5. Stick return waybill on the outside of your parcel.


Ship your return parcel based on your preferred courier

After you submitted return request successfully, you can prepare shipment as following:
  • S.F. Stores
    By using S.F. Express, shipment fee is paid by OWTEL Store.
    You can drop off your parcel at any S.F. Store within 7 days since the shipment date.
    The S.F. Stores business hours are usually from 11:00 AM - 10:00 PM on Mon – Fri, 12:00 PM - 08:00 PM on Sat, Sun & Public Holidays. (Some stores open at 12:00 PM - 08:00 PM on Mon – Fri).
    For more information, please visit S.F. Express Official Website.
  • Other courier
    By using any other courier you preferred, you will need to pay for the shipment cost.You should ship your parcel within 7 days since the shipment date.


Check the Status of Your Return, Exchange & Refund

After the return products have been received and checked, an email notification will be sent to you informing the further arrangements within 2 working days. We might contact you via phone calls whenever necessary.

You can check status of your return, exchange and refund online, steps as following:
  1. Login your personal account.
  2. Go to “My account”.
  3. Click “Order History and Details”.
  4. Find and click to expand the related order record.
  5. Roll down to check updates under “Order Status”.
You can also check the refund method and the details of the exchange products assigned under “Order Status” in “Order History and Details” Page.


Receive Exchange Product(s) or Refund

After the courier has received your parcel, it can takes up to 1 – 2 business days for us to receive your return. We will verify the return product(s) and further processed the return request after we received.

For approved exchange requests,
  • You will receive email notification from OWTEL Store after exchange product(s) shipped.
  • The exchange product(s) will be shipped to the S.F. Store nearest to your shipment address.
  • You will receive pick up notice via SMS from S.F. Express once the exchange product(s) arrived at S.F. Store.
For approved refund requests,
  • OWTEL Store will issue refund with no deduction for shipping fees paid by customers.If you paid shipment fees and your return is not a result of an OWTEL Store error, we will not refund the shipping fees. In addition, some special product, order, or handling fees may still apply.
  • Product fee is refunded to credit card account for orders paid by credit card.
  • Product fee is refunded to PayPal account for orders paid by PayPal Balance.
The actual time for the refund is varied by the processing time of your credit card companies and Paypal (about 7 – 30 days).

Need Help

For enquiries please contact: [email protected]

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