Refund policy
We want you to love your purchase. That’s why we offer a 30-day return and exchange window, counted from the date your order was placed.
Customers located in the European Union may have additional withdrawal rights. Please see the EU Right of Withdrawal section below.
Your Return Options
Exchange
With Redo: For eligible U.S. exchanges, we cover return shipping and shipping for your replacement item.
Without Redo: You may still exchange an eligible item, but you are responsible for return shipping and shipping for the replacement item.
Store Credit
With Redo: For eligible U.S. returns for store credit, we cover return shipping.
Without Redo: You are responsible for return shipping.
Store credit is issued as an Omiana gift card by email.
Refund to Original Payment Method
Return shipping is the customer’s responsibility and the cost of the return label will be deducted from the refund. This applies whether or not Redo was purchased.
Refunds are issued to the original payment method, less applicable return shipping charges.
Optional Redo Coverage
Redo Free & Easy Returns + Package Protection is an optional service available through Checkout+ in your cart for eligible orders.
Redo provides package protection and prepaid return shipping benefits for eligible exchanges and store credit returns.
Purchasing Redo does not affect any rights otherwise available under applicable law.
How to Start a Return or Exchange
Use our Exchange & Return Portal to start your request.
Choose your return type:
- Exchange
- Store Credit
- Refund to Original Payment Method
The portal will guide you through the available options and any applicable shipping charges.
Non-Returnable Items
The following are not eligible for return under our standard return policy:
- Samples, free gifts, and eGift cards
- Items marked Final Sale
- Products damaged after delivery
- Items purchased outside Omiana.com
- Partial returns of bundled sets
- Returns submitted after the 30-day return window
Eligible products may be gently tested but must have at least 90% of the product remaining and otherwise meet the eligibility requirements presented through our return portal.
These exclusions do not limit any rights otherwise available under applicable law.
Refund Details
Refunds to the original payment method are issued less applicable return shipping charges.
Purchases made using an eGift Card are refunded as store credit.
Once processed, refunds typically appear within 2 to 5 business days, although some financial institutions may take up to one billing cycle.
Original shipping charges are non-refundable, except where otherwise required by applicable law.
Damaged, Defective, Incorrect or Missing Orders
If your item arrived damaged, defective, incorrect, or wasn’t delivered, please submit a claim through our Returns & Claims Portal within 30 days of delivery confirmation.
International Returns and Exchanges
For customers outside the U.S., customers are generally responsible for applicable shipping costs associated with refunds and exchanges.
International customers who purchased Redo may be offered additional return or exchange options when eligible. Available options will be shown through our return portal.
Purchasing Redo does not affect any rights otherwise available under applicable law.
EU Right of Withdrawal
Customers located in the European Union may have the right to withdraw from their purchase within 14 days of receiving their order without providing a reason.
To exercise this right, use our EU Withdrawal Portal.
Withdrawal requests must be submitted within 14 days of delivery. If the order has already shipped, eligible items must be returned within 14 days of the withdrawal request.
Customers are responsible for the cost of return shipping unless otherwise required by applicable law. A prepaid return label will be provided through our withdrawal portal, and the actual cost of the label will be deducted from the refund.
For an eligible EU withdrawal, we will refund the original standard delivery charge where required by applicable law. If you selected a more expensive delivery option, any additional cost above our least expensive standard delivery option may not be refundable.
We will issue your refund within fourteen (14) days of receiving notification of your withdrawal, or, if later, once we have received the returned goods or you have provided proof that the goods have been shipped back to us.
Certain products may be excluded from withdrawal rights where permitted by applicable law, including certain sealed products subject to health or hygiene protections once unsealed.