Refund & Returns Policy

Last updated: 23 August 2026

At OMAO Collections, we want you to be happy with your purchase. If you are not satisfied with your order, this Refund & Returns Policy explains how returns, cancellations, exchanges and refunds work.

This policy applies to purchases made through omao.store and does not affect your statutory rights under UK consumer law.

1. About OMAO LTD

OMAO LTD
Company number: 16749048

Registered/Correspondence Address:
20 Wenlock Road
London, England
N1 7GU

Website: https://omao.store/

Email: omaoltd@gmail.com

Customer Support: +44 7405 430016

2. Your Statutory Rights

Nothing in this policy limits or excludes your legal rights as a consumer.

Under UK consumer law, goods should generally be:

Of satisfactory quality
As described
Fit for their intended purpose

If an item is faulty, not as described, or does not meet the requirements of applicable consumer law, you may have additional legal rights to a repair, replacement, price reduction or refund, depending on the circumstances.

These statutory rights are separate from our voluntary return arrangements.

3. Cancelling an Online Order — Change of Mind

If you are a UK consumer purchasing goods online, you generally have the legal right to cancel your order without giving a reason.

You normally have 14 days from the day after you receive the goods to tell us that you wish to cancel.

After telling us that you wish to cancel, you normally have a further 14 days to return the goods.

You can exercise your cancellation right by contacting us using the details below.

Email: omaoltd@gmail.com
Phone: +44 7405 430016

Please clearly state that you wish to cancel your order and include your order number where possible.

4. Condition of Returned Items

When exercising your legal cancellation right, you may handle the goods to the extent reasonably necessary to establish their nature, characteristics and functionality, in a similar way to how you would examine them in a shop.

However, you may be responsible for any diminished value resulting from handling beyond what is reasonably necessary.

Where possible, please return items:

In their original condition
With original packaging where reasonably possible
With tags, labels and accessories where applicable
Without unnecessary damage, marks or alterations

This does not affect your statutory rights where an item is faulty, defective, misdescribed or otherwise does not meet applicable legal requirements.

5. Items That Cannot Be Returned

Certain products may be excluded from the statutory cancellation right where an applicable legal exception applies.

For example, this may include goods that are:

Made to the customer's specifications or clearly personalised
Sealed goods that are unsuitable for return for health or hygiene reasons where the seal has been broken
Goods that are liable to deteriorate or expire quickly
Other goods falling within a statutory exception

Where a particular product is subject to a legal exception, we will provide the relevant information before or at the time of purchase where required.

6. Faulty, Damaged or Incorrect Items

If you receive an item that is:

Faulty or defective
Damaged
Significantly different from its description
The wrong item
Missing an important part or accessory

please contact us as soon as reasonably possible.

Contact:

Email: omaoltd@gmail.com
Phone: +44 7405 430016

Please provide your order number and, where appropriate, photographs showing the product and packaging.

We will review the issue and explain the available resolution in accordance with applicable UK consumer law.

Depending on the circumstances, the appropriate remedy may include a repair, replacement, price reduction or refund.

7. How to Request a Return

Before sending an item back, please contact us first.

To request a return, provide:

Your full name
Order number
Email address used for the order
Product you wish to return
Reason for the return, where applicable

We will provide the relevant return instructions.

Please do not send a return to our registered/correspondence address unless we specifically instruct you to do so, as our registered address is not necessarily the return processing address.

8. Return Shipping Costs

For a change-of-mind cancellation, you may generally be responsible for the direct cost of returning the goods, unless we have agreed otherwise or applicable law requires us to cover the cost.

If an item is faulty, damaged, incorrect, or otherwise does not conform to the contract, we will handle return costs in accordance with your legal rights and the circumstances of the case.

Any applicable return fees or responsibilities will be communicated clearly as part of the return instructions.

9. Refunds

Once we receive a returned item, or where applicable receive evidence that you have returned it, we will process your refund in accordance with applicable law.

For a valid statutory cancellation, refunds will generally be made within 14 days of the relevant point required by law.

Where required, the refund will include the cost of the standard delivery option originally paid by you.

If you selected a more expensive delivery service than our least expensive standard delivery option, we generally only need to refund the cost of the standard delivery option.

10. Refund Method

Refunds will normally be made using the same payment method that you used for the original purchase, unless otherwise agreed or where another method is required or permitted by law.

We do not normally charge a separate fee for processing a refund.

11. Exchanges

If you would like to exchange an item, please contact us before returning it.

An exchange may be available depending on stock availability and the circumstances of your request.

Where an exchange is not possible, we may offer an appropriate alternative or refund where required.

Your statutory rights are not affected.

12. Sale and Discounted Items

Sale and discounted products are subject to the same statutory consumer rights as full-price products.

A product being on sale does not remove your legal rights if the item is faulty, misdescribed, or otherwise does not meet applicable legal requirements.

13. Gifts

If an item was purchased as a gift, the person who placed the original order may need to provide the order information when requesting a refund.

Where appropriate, we may offer an alternative resolution to the recipient, subject to applicable law.

14. Refused or Abandoned Returns

Customers should follow the return instructions provided by OMAO Collections.

If a customer sends an item to an incorrect address or fails to follow reasonable return instructions, this may delay the processing of the return.

This does not affect any statutory consumer rights.

15. International Returns

Customers outside the UK may have additional consumer rights depending on the country in which they are located.

International customers may also be responsible for customs requirements or other charges associated with returning an item, except where applicable law requires otherwise.

Where local mandatory consumer law provides greater rights than this policy, those rights will apply.

16. Contact Us

For all return and refund enquiries:

OMAO LTD