Returns Policy

Scope

This policy applies to objects supplied by Omvato under an order confirmation. It should be read together with our Terms of Use and, for organisations, our Corporate Order Terms. Where an order confirmation states different return conditions, the order confirmation applies.

Your statutory rights are not affected by this policy.

Eligibility

Returns are accepted within the period stated in the applicable order confirmation, provided the item is unused, in its original condition and packaging, and you can show it was supplied by us. Items outside that period, or that do not meet the conditions below, may be refused or accepted only in part.

How to request a return

Start on the Order Support page at /order-support. Tell us your order reference, which items you want to return and why. We will confirm whether the return is eligible and tell you where and how to send the items. Please do not send anything back until you have received that confirmation.

Keep proof of postage. Unless we tell you otherwise, the cost of returning items that are not defective is your responsibility.

Condition of items

Returned items must be unused, clean, and complete, with all parts, accessories and original packaging. Items that show signs of use, have been washed, or are missing components may be refused, or a deduction may be applied to reflect their condition.

Customised and branded items

Objects that have been branded, engraved, packaged to your specification or assembled into a kit are made for you and cannot be resold. They are generally not returnable unless they are defective or differ from the approved proof. If a customised item is defective, please see Damaged or incorrect items below.

Refunds

Once a return is received and checked, we will confirm the outcome. Approved refunds are made to the original payment method within the period stated in the applicable order confirmation. Original delivery charges are refunded only where the return is due to our error or a defect.

Exchanges

If you would prefer a different colour, size or object, tell us when you request the return. Where the replacement is available we will arrange the exchange; any difference in price is settled before the replacement is sent. Customised items cannot be exchanged except where they are defective.

Damaged or incorrect items

If an item arrives damaged, is not what you ordered, or differs from the approved proof, tell us through Order Support as soon as possible after delivery, with photographs where you can. We will arrange a replacement, a repair or a refund, and we will cover the cost of return where one is needed.

Contact

Questions about returns can be sent through the Order Support page or to hello@omvato.com.