Returns and warranty

Return and exchange window

Proper quality return window: the buyer has the right to return or exchange proper quality non-food goods within 14 calendar days from the date of physical receipt of the order.

Defective goods / warranty claims: claims are accepted during the entire warranty period set by the manufacturer (from 1 to 5 years depending on the equipment type).

Proper quality return conditions

Return or exchange of proper quality goods is possible if all following conditions are met:

1. The product is unused, unmounted and has no signs of installation or wear.

2. Full marketable appearance, consumer properties, factory seals, labels, protective films and complete set are preserved.

3. Original intact factory packaging is preserved.

4. Proof of purchase is provided (invoice, delivery note or fiscal receipt).

Product exchange is available: the buyer may exchange the item for an equivalent model or select another modification with appropriate price adjustment.

Made-to-order equipment

Equipment manufactured, modified or supplied under an individual customer order with an agreed custom specification or rare modification is non-returnable due to buyer remorse, unless expressly provided otherwise in the supply contract.

This limitation does not deprive the buyer of the right to warranty service, replacement or refund if manufacturing defects or specification mismatches are discovered.

Return methods and address

Returns can be carried out by the following methods:

1. Shipping via courier or transport company with door-to-door delivery to Owen Asia LLP: Office 901, Isker Business Center, Saryarka Ave 13/1, Astana 010000, Republic of Kazakhstan.

2. In-person delivery to the company office in Astana by prior arrangement with our team.

The shipping waybill / label is issued by the customer with the chosen courier service upon sending.

Shipping costs and return fees

No restocking fee or return processing fee is charged (0%).

For proper quality returns (buyer remorse), return shipping costs are paid by the buyer.

For defective goods or dispatch errors, return transportation costs are covered or reimbursed by the seller.

Refund timeframe and method

Refunds are issued within up to 10 business days (typically 3 to 5 business days) from the physical receipt of the returned goods at the warehouse and verification of condition and completeness.

Refunds are made non-cash via the original payment method (to the buyer bank account or payment card) or per the banking details specified in the refund request.

Warranty terms

The warranty period begins on the day of delivery and is confirmed by shipping documents or product passport. During the warranty period, diagnostics and repair are provided free of charge, subject to proper transportation, installation and operation rules.

How to submit a request

To initiate a return, exchange or warranty request, send an email to info@owen.asia or use the form on the Contacts. Please include the invoice or order number, equipment model and modification, serial number (if any) and details of the request. A manager will contact you to coordinate next steps.