Contact Information

Questions should never disappear into the digital wilderness. This page explains how to contact Owlify about products, orders, payments, deliveries, returns, privacy requests and customer complaints.

Last updated: 26 July 2026

01 Purpose of this policy

This Contact Information Policy provides Owlify's official customer-care and business contact details.

It explains how customers can submit:

• Product and compatibility questions.
• Order, payment and delivery enquiries.
• Cancellation, return and refund requests.
• Defective-product or warranty claims.
• Privacy and personal-information requests.
• Formal complaints or legal correspondence.

This policy should be read together with Owlify's Terms of Service, Shipping Policy, Return and Refund Policy and Privacy Policy.

02 Official customer-care channels

Owlify's primary customer-care email address is:

Owlify's customer-care telephone number is:

Customer messages are reviewed on business days. A business day excludes Saturdays, Sundays and South African public holidays.

Response times may vary according to the nature of the enquiry, the information required and the volume of customer requests.

Urgent wording in an email subject line does not guarantee immediate assistance. Customers should avoid submitting the same request repeatedly through multiple channels because duplicated requests may slow down the investigation.

03 Information to include in an enquiry

Providing complete information helps Owlify locate the order and respond more efficiently.

04 Product enquiries

Contact Owlify before ordering if you need help confirming:

• Product compatibility.
• Included accessories or components.
• Product measurements or specifications.
• Available models, colours or variations.
• Whether a product may be suitable for a specific purpose.

Where a product is required for a particular purpose, clearly explain that purpose before purchasing so Owlify can respond based on the information provided.

Customer-care guidance does not replace the product instructions, compatibility requirements or safety warnings supplied with the product.

05 Order and payment enquiries

For assistance with an order or payment, email Owlify and include:

• The Owlify order number.
• The name and email address used during checkout.
• The date and approximate time of payment.
• The payment method used.
• A payment reference or proof of payment where applicable.

Owlify may request additional information reasonably necessary to verify the transaction and protect the customer against fraud.

06 Delivery and tracking enquiries

Contact Owlify if:

• You have not received tracking information after dispatch.
• Tracking has not updated for an unusual period.
• The courier reports an address or access problem.
• The parcel appears lost, damaged or incorrectly delivered.
• The tracking status shows delivery but the parcel was not received.

Include the Owlify order number, tracking number and any message received from the courier.

Delivery timeframes, address requirements and lost-parcel procedures are explained in Owlify's Shipping Policy.

07 Returns, refunds and defective products

Contact Owlify before sending any product back.

A return request should include:

• The order number.
• The name of the product.
• The reason for the requested return.
• The date the product was delivered.
• Clear photographs or a short video where a defect or damage is being reported.

Owlify's Return and Refund Policy explains the applicable cooling-off, defective-product, replacement and refund procedures.

08 Privacy and POPIA enquiries

Customers may contact Owlify regarding personal information held or processed by the business.

This may include a request to:

• Confirm whether Owlify holds personal information about you.
• Request access to personal information, subject to applicable law.
• Correct inaccurate, incomplete or outdated information.
• Object to certain processing where a legal right to object applies.
• Request deletion where Owlify is no longer legally authorised or required to retain the information.
• Withdraw from qualifying direct-marketing communications.

Owlify may request reasonable proof of identity before releasing, changing or deleting personal information. This is intended to prevent unauthorised access to another person's information.

Further details about the collection and processing of personal information are available in Owlify's Privacy Policy.

09 Complaints

Owlify aims to investigate customer complaints fairly and in plain language.

A formal complaint should include:

• The customer's full name and contact details.
• The order number, where relevant.
• A clear description of the complaint.
• Relevant dates and supporting evidence.
• The outcome or remedy being requested.

Send formal complaints to: owlinovations@gmail.com with the subject line Formal Customer Complaint.

Customers are encouraged to provide Owlify with a reasonable opportunity to investigate and resolve the matter.

Nothing in this policy prevents a consumer from exercising any right to approach an appropriate consumer authority, ombud, tribunal or court where available under South African law.

10 Fraudulent contacts and impersonation

Customers should be cautious of people or accounts pretending to represent Owlify.

Owlify will not ask customers to:

• Provide an online-banking password.
• Provide a card PIN or one-time password.
• Install unknown remote-access software.
• Transfer money to an unverified personal account.
• Send payment details through an unofficial social-media profile.

Report suspicious messages, websites or profiles claiming to represent Owlify to owlinovations@gmail.com .

Include screenshots, the sender's details and any relevant links without opening suspicious attachments.

11 Electronic communications

By contacting Owlify electronically, you consent to receiving responses through the email address, telephone number or communication channel used in the enquiry.

Order confirmations, payment notifications, delivery updates, return instructions and customer-support messages are transactional communications required to administer the customer's request or order.

Promotional communications are handled separately and may be opted out of using the unsubscribe method supplied in the communication.

Customers should keep copies of important order, return and complaint correspondence for their records.

12 Related Owlify policies

Additional terms and procedures are available in the following Owlify policies:

Owlify is operated by Owl Innovations.
Company registration number: 2026 / 344120 / 07
Email: owlinovations@gmail.com  |  WhatsApp: 069 470 7313  |  Website: owlify.co.za