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Returns Policy

If you change your mind about a purchase or make an incorrect choice, we will provide you with a store credit within 14 days of delivery for unopened products (excludes downloadable products, DVD's, CD's). This credit does not include delivery costs.

If the product is damaged or Dead on Arrival, Dead Soon After Arrival or a Later Defect product, we have indicated below what you should do and how WiseOwlOnline will respond to the problem.

WiseOwlOnline will not provide a refund or replace a product that has been misused, mishandled or incorrectly installed or serviced. It is the responsibility of the customer to ensure that all instructions and advice or warnings given by the manufacturer or supplier are followed.

Statutory Conditions and Warranties

Statutory conditions and warranties apply. Nothing in these Terms and Conditions excludes the application of those statutory conditions and warranties.

Dead On Arrival products - "DOA"

A WiseOwlOnline product is considered DOA if it shows symptoms of a failure, or is discovered to be broken or defective when first taken from its packaging.

A WiseOwlOnline customer service representative will provisionally determine whether the product is DOA. Where a product is provisionally determined as DOA we will arrange to provide a full refund or a replacement product, depending on your choice.

Where WiseOwlOnline has provisionally determined that a product is DOA, return shipping will be arranged at the expense of WiseOwlOnline.

If the product is deemed by customer cervice NOT to be DOA, and is not covered by a warranty, WiseOwlOnline may refuse to replace the product or give you a refund for the product.

When a product is replaced, your replacement product becomes your property and the returned DOA product becomes our property. Replacement products are provided with the same warranty as the returned product.

When a refund is given, the returned DOA product becomes our property.

Dead Soon After Arrival Products – "DSAA"

If you find a defect in a product within a reasonable time after delivery and before you have used it a lot (30 days as a rule of thumb) you should notify us and your claim will be treated in the same way as a DOA product (see "Dead On Arrival products").

Later Defect products – "LD"

If the product is not DOA or DSAA and you find that the product has a defect or a problem within a reasonable time during which it should not have that defect or problem, it is a LD product. We will exchange the LD product where possible, or refund you the purchase price of the product.

A reasonable time is the amount of time that is reasonable to expect, given the cost and quality of the item and the amount and type of usage. Only rarely will that period exceed one year and usually it will be much shorter.

We encourage the notification of claims within 90 days by offering to pay for the return of a product where a claim is notified within that time and we provisionally determine that the product is LD. Other cases will be considered on their merits.

Where claims are made more than 90 days after delivery, we will need full details about the way the LD product has been used and it may be necessary for us to make further inquiries.

When a claim for a LD is made, a our customer service representative will provisionally determine whether the product is LD. Where a product is provisionally determined as LD we will arrange to provide a replacement product or a refund.

Where we have provisionally determined that a product is LD, return shipping will be arranged at our expense if the claim has been notified to us within 90 days of delivery. Other cases will be considered on their merits.

If the product is deemed by customer service NOT to be LD, and is not covered by a warranty, we may refuse to replace the product or give you a refund for the product.

Where a refund is given for a LD product, it may be given as a Refund Credit to Your Account.

The delivery time for replacing the product will be the same as stated for the original product.

Replacement products are provided with the same warranty as the returned product.