Owala

Returns & Refunds Policy

Last updated: 2026-05-15

At Owala, we stand behind every bottle and accessory we make—but we get it, sometimes things don’t work out. If you’re not loving your gear, we’ve got a clean, hassle-free return process. This policy covers all purchases made at https://owala.com.

1. How to Kick Off a Return

Ready to send something back? Here’s the quick route:

  • Drop us a line at support@owala.com with your order number and a quick reason for the return
  • Our team will review it and, if approved, send you a Return Merchandise Authorization (RMA) number plus shipping instructions
  • Pack your item securely in its original packaging, and write the RMA number clearly on the outside
  • Ship it to the address we give you

Don’t ship anything back without an RMA number—we can’t process unauthorized returns.

2. What’s Eligible for a Return

You’ve got 30 days from delivery to request a return, as long as these boxes are checked:

  • The item is unused, unworn, and in its original condition
  • It’s still in the original packaging with all tags and labels attached
  • You can show proof of purchase (order email or receipt works)
  • Sale items and gift cards are final—unless they’re defective

3. Stuff We Can’t Take Back

We can’t accept returns or exchanges on these items:

  • Used, altered, or customer-damaged items
  • Returns missing original packaging or tags
  • Personalized or custom-made products
  • Perishable goods
  • Intimate or sanitary goods (hygiene matters)
  • Digital products or downloads once you’ve accessed them

4. Who Pays for Return Shipping?

Return shipping is on you—unless the item’s defective or we messed up (wrong item, damage in transit). For defect or error returns, we’ll give you a prepaid label. We recommend using a trackable carrier, since we can’t cover items lost on the way back.

5. Refunds: What to Expect

Once your return lands at our warehouse and passes inspection, we’ll email you with a refund decision. If it’s approved, here’s the timeline:

  • Refunds go back to your original payment method
  • Credit card refunds can take 5-10 business days to hit your statement
  • PayPal refunds usually clear in 3-5 business days
  • Original shipping costs aren’t refundable unless we caused the issue

6. Exchanges Made Simple

Want a different size, color, or model? Just return the original item using the steps above, then place a new order for what you want. It’s the fastest way—if there’s a price difference, we’ll settle it up.

7. Got a Dented or Defective Item?

Bummed out by a damaged or defective product? Email us at support@owala.com within 48 hours of delivery, with photos of the issue and your order number. We’ll set you up with a replacement or full refund—no extra costs, including return shipping.

8. Refund Not Showing Up?

If your refund’s late, first double-check your bank or credit card statement. Then ping your bank or card issuer—it might be in processing limbo. Still nothing? Hit us up at support@owala.com.

9. Questions? We’ve Got Answers

For anything else about our refund policy, here’s how to reach us:

  • Company: Owala
  • Email: support@owala.com
  • Address: 2847 Maple Avenue, Suite 320, Portland, OR 97201, United States