Refund policy

Last updated: September 16, 2026

At Oweeps, we want you to be completely satisfied with your purchase. This policy explains the conditions applicable to returns, exchanges, cancellations, and refunds for orders delivered in the United States and Canada.

This policy is in addition to the mandatory rights granted to consumers under applicable United States federal or state laws, and Canadian federal, provincial, or territorial laws.

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1. Voluntary Return Period

You have 15 calendar days from the delivery date to request the free return of an eligible product.

The request must be submitted before this period expires to: contact@oweeps.com.

A request submitted after the 15-day period may be refused, except when the product is defective, unsafe, non-compliant, or when applicable law grants the customer an additional right.

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2. Eligibility Requirements

To be eligible for a change-of-mind return, the product must be:

• unused and unwashed;
• clean and in its original condition;
• free from scratches, impacts, or other damage;
• returned with its lid, accessories, and documentation;
• returned in its original packaging whenever possible;
• accompanied by proof of purchase or the order number.

Simply opening the packaging to inspect the product does not automatically make the return ineligible.

However, for quality and hygiene reasons, a mug that has already contained a beverage generally cannot be returned solely because of a change of mind. This restriction does not apply when it is defective, damaged, unsafe, or different from the product ordered.

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3. How to Request a Return

Before returning a product, contact us at contact@oweeps.com.

Your message must include:

• your full name;
• your order number;
• the product concerned;
• the reason for your request;
• your delivery address;
• photographs or a video when the product is damaged, defective, or incorrect.

After reviewing your request, we will send you a return authorization, a prepaid return label or other written return instructions, and the required packaging and shipping information.

This is Oweeps’ official return address. Please contact us before shipping any return so that we can authorize the request, provide the free standard return method, and correctly identify your parcel when it arrives.

Do not return the product to the address printed on the original package. A return shipped without prior authorization or without following the provided instructions may be delayed and may not qualify for reimbursement of independently purchased shipping services.

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4. Return Shipping Costs

Free Returns Within 15 Days

For an eligible return requested within 15 calendar days after delivery, Oweeps covers the reasonable cost of standard return shipping, including when the request results from a change of mind, a selection error, or a personal preference.

After approving the request, we will provide a prepaid return label or other written return instructions. A return sent without prior authorization, to an unauthorized address, or using an unapproved express service may not qualify for reimbursement of shipping costs.

The customer remains responsible for following the return instructions, packaging the product appropriately, and keeping proof of shipment until the return is received.

Defective, Damaged, or Incorrect Product

When the product received is defective, damaged in transit, incomplete, different from the product ordered, or unfit for its normally expected purpose, Oweeps will cover reasonable return shipping costs or offer a solution that does not require the product to be returned.

When applicable law requires the merchant to provide additional protection or cover return shipping costs beyond the voluntary 15-day period, that obligation will be respected.

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5. Product Damaged Upon Delivery

Inspect your order as soon as you receive it. In the event of visible damage, please contact us preferably within 7 days of delivery. This period facilitates handling with the carrier but does not eliminate any legal rights that may apply after that time.

If possible, your request should include photographs of the product, the defect or damage, the inner packaging, the outer package, and the shipping label.

After verification, we may offer a product replacement, shipment of a missing accessory, a repair where appropriate, a full or partial refund, or any other solution agreed upon with the customer.

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6. Defective Product

A product may be considered defective when, in particular:

• the temperature display does not function normally;
• the lid has a manufacturing defect;
• the product does not substantially match its description;
• the mug’s insulation or structure has an abnormal defect.

Damage caused by a fall, impact, improper use, prolonged immersion of the electronic lid, or failure to follow care instructions does not necessarily constitute a manufacturing defect.

Nothing in this policy limits any mandatory warranties or remedies granted under applicable laws.

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7. Products Not Returnable Due to a Change of Mind

Unless otherwise required by law, the following products are not eligible for a return based solely on a change of mind:

• mugs that have already been used with a beverage;
• washed products or products showing signs of use;
• products damaged by the customer;
• personalized products;
• gift cards;
• products returned without their essential components;
• items clearly identified as final sale before purchase.

A defective, incorrect, or non-compliant product does not become non-refundable simply because it was discounted or marked as final sale.

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8. Inspection of Returns

After receiving the product, we will verify its identity, general condition, the presence of accessories, the stated reason for the return, and compliance with this policy. We will notify you by email when the inspection is complete.

When the product has been damaged by the customer, a partial refund may be offered if permitted by applicable law. Any reduction will be explained and proportionate to the actual loss in value.

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9. Refunds

When a refund is approved, it is issued to the payment method used for the order.

The refund is generally initiated within 5 to 10 business days after the return inspection. The time required for the amount to appear in your account then depends on your bank or payment provider.

When applicable law imposes a shorter period or a different calculation, the statutory period prevails.

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10. Original Shipping Costs

Free return shipping refers to the reasonable cost of sending an eligible product back to the authorized return location in accordance with our instructions.

Standard delivery is free, and no additional shipping, customs, import, brokerage, or clearance fee should be charged to the customer.

If a carrier exceptionally requires the customer to pay an additional amount to receive the package, the customer must inform Oweeps and provide the order number, the carrier’s payment notice, and proof of payment. After verification, Oweeps will reimburse the justified amount using the original payment method or another method agreed upon with the customer.

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11. Exchanges

An exchange may be requested within 15 calendar days of delivery, subject to availability.

An exchange may be offered for a different colour, an incorrectly delivered product, a damaged product, or a confirmed defect.

For an eligible exchange requested within the 15-day period, Oweeps covers the reasonable cost of standard return shipping in accordance with the instructions provided. If the requested item is no longer available, we may offer a refund or an equivalent replacement product.

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12. Cancellation Before Shipment

You may request cancellation of your order by promptly writing to contact@oweeps.com.

We will do our best to intervene before the order is prepared or sent to the fulfilment centre. Once the order has been shipped, cancellation can no longer be guaranteed. The customer may then request a return after delivery in accordance with this policy and applicable laws.

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13. Late Delivery or Order Not Received

Contact us if your order has not arrived within the announced timeframe.

Some provinces grant consumers a right to cancel when the product is not supplied within 30 days after the expected delivery date, or within 30 days after purchase when no date was provided. Cancellation rights may also exist when the contract or order confirmation does not contain the required information.

When a statutory cancellation right is validly exercised, Oweeps will refund the amounts due within the period required by law, cover reasonable return costs where legally required, and provide the customer with the necessary return instructions.

In cases of cancellation provided for under the Consumer Protection Act, we acknowledge that the merchant must refund all amounts paid within 15 days following cancellation and cover reasonable return costs.

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14. Package Marked as Delivered but Not Received

When tracking indicates that the package was delivered but you have not received it:

1. check with members of your household;
2. check the drop-off areas around your address;
3. contact the carrier;
4. write to us with your order number.

Where possible, we will open an investigation with the carrier. The resolution will depend in particular on proof of delivery, the delivery method accepted when the order was placed, and applicable law.

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15. Incorrect Address or Unclaimed Package

The customer is responsible for checking the accuracy of the delivery address before confirming the order.

When a package is returned because of an incorrect or incomplete address, an unjustified refusal, failure to collect it, or an inability to deliver attributable to the customer, reasonable reshipping or return costs may be deducted from the refund where permitted by law.

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16. Late Refund

When we have confirmed that a refund was issued but it has not yet appeared:

1. check your bank statement;
2. contact your card issuer;
3. contact your bank;
4. write to us if the refund remains untraceable after the stated period.

Bank processing times are independent of the processing performed by Oweeps.

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17. Consumers’ Legal Rights

This policy does not replace or limit the mandatory rights granted to consumers under the laws applicable in their state, province, or territory. Where any provision of this policy is less favourable than applicable law, the legal rule prevails.