This Refund Policy summarizes the return, refund, and warranty terms for purchases made directly from Omi. It is a summary of Section 5 (Shipping; Delivery), Section 6 (Returns and Refunds), and Section 8 (Limited Warranty) of our Terms of Sale. In case of any conflict between this page and the Terms of Sale, the Terms of Sale control.

We want every customer to feel confident when purchasing from us. Please review the policy below to understand how returns, refunds, and damages are handled.

 

General Return Policy

If your order has been delivered and you would like to return it, you must request a return within five (5) days of the date of delivery.

•      To initiate a return, contact help@omi.me with your order number, the reason for the return, and clear photos or video of the product and its packaging in its current condition.

•      Submitting a return request does not guarantee a refund. All return requests are reviewed on a case-by-case basis, and approval is at Omi’s discretion even when the conditions above are met.

•      Requests submitted after the five-day window will not be considered.

•      If your return is approved, you will receive written instructions including a Return Merchandise Authorization (RMA) number, the return address, and the deadline by which the product must be shipped back. Returns sent without an RMA, to the wrong address, or after the deadline will be refused.

 

Damages, Defects, and Incorrect Items

If your item arrives damaged, defective, or incorrect, you must contact help@omi.me within fifteen (15) days of the date of delivery and provide:

•      Your order number

•      A description of the issue

•      Clear photos or video showing the defect, damage, or incorrect item, along with the original packaging where relevant

Once a claim is submitted, our team will review the evidence and may request additional information, troubleshooting, or remote diagnostics before approving a remedy. Approved claims may result in replacement, parts shipment, or return at our expense.

Claims submitted after the fifteen-day window will not be considered under this section, but may still be eligible under our Limited Warranty (one year from delivery for defects in materials and workmanship). See the Terms of Sale for full warranty details.

We reserve the right to refuse any remedy if we determine, after reasonable diagnostics or inspection, that the issue was caused by improper use, unauthorized modification, accidental damage, or did not occur during shipment.

 

Eligibility Requirements for Returns

To be considered for return approval, the product must:

•      Be in the same condition as received, with no signs of misuse, tampering, moisture damage, or modification (including jailbreaking, rooting, or custom firmware)

•      Include all original accessories, manuals, packaging, inserts, and tags

•      Be accompanied by valid proof of purchase

Returned items are subject to inspection on receipt. Missing parts, wear, damage, personalization or engraving, non-original or damaged packaging, or signs of misuse may result in either denial of the return or a deduction from the refund for restocking or refurbishment costs. If your purchase was part of a bundle or used a promotional discount, refunds will be prorated to reflect the value of any items kept.

The condition of the product when we receive it may differ from what was shown in the photos or video at the initiation step. Our inspection findings are final.

 

Failed Deliveries, Refused Shipments, and Address Issues

You are responsible for providing a complete and accurate shipping address. If a shipment is undeliverable, refused, or returned to us due to an incorrect address, refusal of delivery, refusal to pay duties, or failure to collect:

•      Original shipping and handling charges are non-refundable.

•      We may deduct return freight, customs charges, storage fees, abandonment fees, and any duties paid by Omi from your refund.

•      If you wish to have the package re-sent, you will need to pay new shipping charges (and any duties incurred on the original attempt) before the new shipment is processed.

 

Lost or Stolen Packages

Once a package is delivered to the address you provided at checkout, risk of loss passes to you. If carrier tracking shows your package as delivered but you did not receive it, contact help@omi.me within three (3) days of the marked delivery date so we can assist in opening a carrier investigation. After this window, we may not be able to assist. Risk of theft after delivery, including porch piracy, rests with you.

 

Shipping Options, Customs, and Duties

We offer two types of shipping methods:

Duties and Taxes Prepaid (DDP) — Where a DDP option is selected, Omi pays the import duties and taxes calculated at the time of checkout. In most cases, you will not be charged additional customs fees on delivery. However, customs authorities and carriers operate independently of Omi, and in some cases may apply additional charges, reassessments, or fees on delivery that were not included in the prepaid amount. Omi cannot prevent or control these charges, and any additional amounts imposed by customs or the carrier after shipment remain the customer’s responsibility. If you refuse delivery or refuse to pay these additional charges, the failed-delivery terms above will apply.

Standard Shipping (non-prepaid) — Customs duties, import taxes, VAT, GST, and clearance fees may apply depending on your country’s regulations. These charges are collected by the carrier on delivery and are the customer’s responsibility. They are not part of the shipping fee shown at checkout and cannot be reimbursed by Omi, even if the shipment is later returned, refused, or abandoned. We cannot compensate for customs-related delays.

By selecting a non-prepaid shipping method, you agree to comply with your country’s customs regulations and accept responsibility for any applicable fees.

 

Return Shipping Cost

Unless the return is due to our error or a validated warranty claim, the customer is responsible for return shipping and any associated duties, taxes, brokerage, and insurance. You must use a trackable, insured shipping method and retain proof of delivery; risk of loss remains with you until the return is received at our designated location.

All shipping fees — including original outbound shipping and handling — are non-refundable. If we provide a prepaid return label at your request, the cost of the label may be deducted from your refund.

 

European Union 14-Day Cooling-Off Period

For consumers in the European Union and the United Kingdom, you have the right to cancel and return your order within fourteen (14) days of delivery, for any reason and without justification. This statutory right applies in place of the five-day initiation window described above.

To exercise this right, contact help@omi.me within the 14-day period. The remainder of this Refund Policy, including the eligibility requirements, RMA process, and inspection terms, continues to apply. Statutory consumer rights under EU and UK law apply in addition to this policy.

 

Customer Expectations and Third-Party Claims

We are committed to accurately representing our products. Please note:

•      We are responsible only for features and claims shown on our official website, official documentation, or official marketing channels (including Omi’s own videos and product descriptions).

•      We are not responsible for expectations or assumptions based on unofficial third-party videos, reviews, or social media posts; promises or claims made by individuals not affiliated with us, including resellers, affiliates, ambassadors, or independent reviewers; or misinterpretation or exaggeration of features by others.

Return, refund, and warranty decisions will be based solely on whether the product matches the specifications and features we officially present.

 

Refund Processing

Once a returned item is received and inspected:

•      You will be informed whether the return has been approved or declined.

•      If approved, the refund will be issued to your original payment method only (no cash or alternate accounts) within five (5) to ten (10) business days after receipt and inspection.

•      Your bank or card issuer may require additional time to post the credit.

•      Where payment was split across methods, refunds will be issued proportionally where practicable.

 

Non-Returnable Items

The following are not eligible for return: final-sale items, consumables, opened accessories, gift cards, and promotional or bonus items not returned with the qualifying purchase. Items damaged by misuse or not covered by warranty are also not eligible.

 

Subscriptions

Canceling a subscription does not initiate a product return, and returning a product does not cancel a subscription. Each must be handled separately. Subscription fees are non-refundable except where required by law. See the Terms of Sale for full subscription terms.

 

Questions

For any questions about this policy, returns, or warranty claims, contact us at help@omi.me.