Policy | Owlnest Official

Owlnest lamps and related products are lifestyle lighting products designed to support a calm nighttime environment and bedtime routine. They are intended for ambient lighting and comfort use only, and individual experiences may vary.

1) Scope and Official Support

This Policy applies to customers who purchase Owlnest products through Owlnest’s official sales channels, including (but not limited to) our official website and other channels designated by Owlnest from time to time.

For official support, warranty, returns, refunds, and order-related matters, please contact: owlnestpq2025@gmail.com.

2) Product Use and Safety

Please read and follow all product instructions, safety guidance, and the user manual. Use only compatible accessories and power sources as specified. Do not misuse the product, expose it to unsafe conditions, or attempt unauthorized modification, disassembly, or repair.

3) Non-Medical Statement

Owlnest does not provide medical advice and does not make medical guarantees, treatment claims, or promises regarding insomnia, sleep disorders, or any health condition. Our products are not medical devices. If you have medical concerns, please consult a qualified healthcare professional before use.

4) Delivery Records

Delivery date is determined by the carrier’s delivery confirmation records.

5) Returns (Non-Defective)

Non-defective return requests must be submitted within 7 days of delivery confirmation.
For non-defective returns, return shipping costs are the customer’s responsibility.
Returned items must be complete (product, packaging, accessories, inserts, and gifts). Missing items or significant damage may affect eligibility or refund amount, subject to assessment and applicable law.

6) Defects and Replacement (Hybrid Process)

If a clear functional defect occurs within 7 days of delivery confirmation, Owlnest may, after basic verification, ship a replacement unit first and then coordinate return/recovery handling as needed. After 7 days, the item may require inspection prior to repair or replacement determination, subject to applicable law.

7) Warranty

Warranty period: 12 months from delivery confirmation.
Non-user-caused functional failures within warranty are eligible for repair or equivalent replacement based on inspection.
Warranty generally excludes damage or failure resulting from misuse, accidents, drops, water exposure, unauthorized modification or disassembly, improper operation, or use of incompatible accessories/power sources, to the extent permitted by law.

8) Shipping, Import Duties, and Taxes

International shipments may incur import duties, VAT/GST, brokerage fees, or other taxes. Unless otherwise stated by Owlnest in writing, these charges are the recipient’s responsibility. For confirmed defects or incorrect shipments, Owlnest will cover necessary shipping costs as determined by our support process, subject to applicable law.

9) Membership and Product Key Verification

Each Product Key can be linked to one member account only.
Product Keys are non-transferable.
Product Key verification may be required for certain member features or owner-only benefits.
Owlnest may decline or revoke verification where we reasonably believe there is fraud, misuse, duplicate binding, unauthorized transfer, or other activity that undermines the integrity of verification, subject to applicable law.

10) Feedback and Update Cadence

We value customer feedback and may publish periodic summaries of key themes and progress updates. Submission does not guarantee implementation. We prioritize based on safety, cost, supply chain feasibility, positioning consistency, and manufacturability.

After you submit feedback through the channels we support, we will complete an acknowledgement and update the case status within 48 hours (e.g., Received / More Information Needed / Under Review). Ongoing progress updates will be communicated primarily through weekly summaries, and we may contact you separately when necessary depending on the nature of the case.

11) Official Communications

Community discussions (including Discord or social media) do not constitute official commitments. Official commitments are those published on Owlnest’s official website, official announcements, or formal email responses from owlnestpq2025@gmail.com.

To the maximum extent permitted by applicable law, Owlnest is not responsible for damage or loss arising from improper use, misuse, accidents, unauthorized modification or disassembly, use of incompatible accessories or power sources, or failure to follow the user manual and safety instructions. Nothing in this Policy limits consumer rights that cannot be excluded or waived under applicable law.

12) Policy Updates

Owlnest may update this Policy from time to time. The version published on our official website will apply from the time it is posted, subject to applicable law.

13) Contact

Email: owlnestpq2025@gmail.com