OMNIO · Returns & Refunds
If it's not right, send it back. We'll sort the rest.
30 days, pre-paid labels, refunds the moment the carrier scans your parcel. We try hard to get fewer returns by being honest about products up-front — but when they happen, they should be painless.
30 days, no questions
Change your mind for any reason within 30 days of delivery. Items should be unused and in original packaging — small wear is fine for clothing tried on at home.
Pre-paid label, on us
Open your order in account → returns, pick the items, and we email a return label. Drop at any DPD/GLS/PostNord point. Free across the EU.
Refund in 3–5 days
We refund as soon as the carrier scans your parcel — not when we receive it. Card returns take 1–3 days to land. PayPal and SEPA are usually same-day.
Faulty or wrong item
Different rules: no 30-day limit, no return required. Email a photo and we'll arrange a replacement or refund immediately. We cover return shipping either way.
Frequently asked
What's not returnable?⌄
For hygiene reasons: opened skincare, opened earphones, opened intimate-wear, and any opened grocery item. Custom or personalised items are also non-returnable.
I lost the original packaging — can I still return?⌄
Yes for most categories. We may deduct a small restocking fee (up to 10%) if the product itself can't be re-sold without its box — usually only relevant for high-value tech.
Can I exchange instead of refund?⌄
Yes — at checkout for the return, choose 'exchange'. We ship the replacement as soon as the carrier scans your return. No double-payment in the meantime.
How do I return a gift?⌄
If you have the order number, follow the normal flow. If not, email help@omnio.example with the recipient's address and what you'd like to do — we'll set it up without revealing it to the sender.