Cancellation Policy
You can cancel your order only if it hasn’t been shipped yet. To cancel, email our customer support team at info@omrae.com. Once we confirm your cancellation, we’ll process your refund within 7 business days. Please note, orders that have already been shipped cannot be cancelled.
Refund Policy
We do not accept returns or offer refunds unless the product meets one of the following criteria:
- Damaged in transit
- Physically defective
- Incorrect product shipped
If any of these issues occur, please email info@omrae.com with photos of the product within 48 hours of receiving it.
Conditions for Returns
- Products must be unused, with the seal intact and the serial number unaltered
- Returns will not be accepted if the product has been used or tampered with
Once we receive the returned product, it will be inspected to validate the claim. If approved, we will issue a refund or replacement. Ineligible returns will be couriered back to you.
Refund Process
- For online payments, refunds will be processed back to the original payment method within 7 working days.
- For COD orders, refunds will be transferred to your bank account within 14 working days.
For any assistance, please write to us at info@omrae.com.
Insurance Policy
OMRAE provides transit insurance valid only until the product is accepted upon delivery.
Missing Deliveries
If you did not receive your order but our system shows it as delivered, please notify us within 2 days of the delivery date. We will raise a ticket with our courier partner to investigate the issue.
The investigation process typically takes 6 to 10 days. Once the courier partner completes their assessment, a resolution will be provided. We appreciate your patience during this period as we work to ensure a fair and thorough outcome.
Delivery Dates
When you place an order, you will receive an estimated shipping date. Please note, this is only a good faith estimate and not a guaranteed timeline. OMRAE is not responsible for any losses, damages, or penalties caused by delays in shipping your order.
Parcel Opening and Claims
To address claims for missing or incorrect items, please record an unboxing video while opening your parcel. Keep the original invoice and packaging intact. Claims without these documents or proof may not be processed.
Returns & Refund Policy
- Return Authorization: All returns must be approved by OMRAE
- Unopened Packages: You can return unopened products within 2 days of receipt. OMRAE will cover shipping costs only if the return is due to an error on our part, as determined solely by us.
- Opened Products: Returns for opened products are accepted only if the product is defective. Notify Customer Service within 2 days of identifying the defect for approval.
- Time Limit: No returns will be accepted after 2 days of receiving the product.
Refund Process
If your return or cancellation is approved, your refund will be processed via the original payment method or through a bank transfer.
