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How to Initiate a Return

Step 1: Contact our customer support team

  • Email: omona.brand@gmail.com
  • Include your order number and reason for return
  • We will respond within 1-2 business days with return authorization and instructions

Step 2: Ship your return

  • Pack the item securely in its original packaging
  • Use a trackable shipping service (recommended)
  • Send to the address provided in your return authorization email

Return Window: We accept returns within 30 days of the purchase date. Items must be returned in their original condition and packaging.

 

UK & European Union Customers Only - Your Legal Rights If you are located in the United Kingdom or European Union, you have the right to cancel your order within 14 days of receiving your items, without giving any reason (Cooling-Off Period).

 To exercise your right to cancel:

  • Contact us within 14 days of delivery at omona.brand@gmail.com
  • Include your order number and a clear statement of cancellation
  • Return the items within 14 days of notifying us

 For UK/EU customers:

  • Return shipping label: Provided by us at no cost to you
  • Restocking fee: None
  • Refund: Full refund including original shipping costs, processed within 14 days of receiving the returned items

 This right does not apply to:

  • Opened cosmetics and personal care products (hygiene reasons)
  • Items marked as "Final Sale"
  • Gift cards or digital products

Return Shipping Costs

For Defective or Incorrect Items:

  • We will provide a prepaid return shipping label at no cost to you
  • Full refund including original shipping costs

For Change of Mind Returns:

  • Domestic (Australia): Customer pays return shipping costs (approximately AUD $8-15)
  • International: Customer pays return shipping costs (varies by location)
  • Original shipping costs are non-refundable
  • A 15% restocking fee may apply to change of mind returns

Return Addresses

Domestic Returns (Australia):

Returns Department
omona.com.au
16 Paula Pearce Place
Bella Vista NSW 2153
Australia

International Returns:

For customers outside Australia (US, Canada, UK, France, Germany, New Zealand):

  • Contact us at omona.brand@gmail.com for return instructions
  • You are responsible for return shipping costs
  • We recommend using a trackable shipping service with insurance
  • International return shipping typically costs AUD $15-30 depending on location

Refund Processing

Timeline:

  • Returns are inspected within 5-7 business days of receipt
  • Once approved, refunds are processed within 3-5 business days
  • Total refund time: within 14 days of receiving the returned item

Refund Method:

  • All refunds are issued to the original payment method used at checkout
  • Credit card refunds may take an additional 5-10 business days to appear on your statement, depending on your bank
  • PayPal refunds are typically processed within 24-48 hours

Refund Amount:

  • Defective/incorrect items: Full refund including original shipping
  • Change of mind: Product price minus 15% restocking fee (original shipping non-refundable)

Exchanges

We offer exchanges for:

  • Different sizes
  • Different colors
  • Defective items

How to Exchange:

  1. Contact us at omona.brand@gmail.com with your order number
  2. Specify the item you'd like to exchange and your preferred replacement
  3. We'll confirm availability and provide exchange instructions
  4. For defective items: Free exchange with prepaid return label
  5. For size/color changes: Customer pays return shipping, we cover shipping for the replacement item

Non-Returnable Items

The following items cannot be returned for hygiene and safety reasons:

  • Opened cosmetics and personal care products
  • Items marked as "Final Sale" at the time of purchase
  • Gift cards
  • Downloadable products or digital items

Damaged or Defective Items

If you receive a damaged or defective product:

  1. Contact us immediately (within 48 hours of delivery)
  2. Email omona.brand@gmail.com with:
    • Your order number
    • Photos of the damaged/defective item
    • Photos of the packaging (if damaged in transit)
  3. We will offer:
    • Free replacement with expedited shipping, OR
    • Full refund including all shipping costs

Lost or Missing Items

If your order doesn't arrive within the expected delivery timeframe:

  1. Check your tracking information
  2. Contact us at omona.brand@gmail.com
  3. We will investigate with the carrier
  4. If the package is confirmed lost, we will send a replacement or issue a full refund

Cancellations

Before Shipment:

  • Contact us immediately at omona.brand@gmail.com
  • If we haven't shipped your order yet, we can cancel it for a full refund

After Shipment:

  • Once shipped, orders cannot be cancelled
  • You may refuse delivery or follow our standard return process once received

International Orders - Customs & Duties

  • Customs duties and import taxes are non-refundable
  • If you return an international order, you are responsible for any duties/taxes paid
  • We recommend checking your country's import regulations before ordering

Contact Us

If you have any questions about returns or refunds, please contact us:

Email: omona.brand@gmail.com
Phone: [Your phone number if available]
Address: 16 Paula Pearce Place, Bella Vista NSW 2153, Australia
Business Hours: Monday - Friday, 9:00 AM - 5:00 PM AEDT

We aim to respond to all inquiries within 1-2 business days.

Policy Updates

This return and refund policy is effective as of [Current Date] and may be updated from time to time. Please review this policy before making a purchase.