Refund policy

Returns

Faulty Items

Omnitau offers a one year warranty guarantee on all items we sell.

If you believe your item has developed a manufacturing fault over time, please email us on hello@omnitau.co.uk along with an image of the fault. We will then replace the item, free of charge, as quickly as possible. You won't usually need to send the item back to us for a warranty claim.

Your Legal Rights

If your contract with us is as a consumer, you have certain statutory rights in relation to goods that are faulty or not as described. We are under a legal duty to supply goods that are in conformity with our contract with you. These legal rights are not affected by your right of return and refund in this policy or anything else in our general terms of service. Advice about your legal rights is available from your local Citizens Advice Bureau or Trading Standards Office.

If you are a consumer, you have a legal right to change your mind and cancel a contract under the Consumer Contracts Regulations 2013 within the period ending 14 days after the day on which you receive the goods from us. Please be aware that this legal right applies to non personalised and non bespoke goods only.

Cancellations

If you have ordered any bespoke items, once an order has been placed with us and we have accepted it (we have sent you an email confirmation of your order) you need to request a cancellation within one hour, or we may not be able to cancel your order unless we agree to do so as a good will gesture. This is because your order may have started being produced after this time.

Orders can be cancelled by email or on your customer account on our website, by visiting your customer account, then clicking on the relevant order and following the on screen instructions.

This applies to the supply of both goods and/or services.

Orders for blank non-bespoke goods may be cancelled within 14 days of placement, in line with the Consumer Contract Regulations 2013. If your order has already been shipped, you may need to wait for it to be delivered, then make a return, as we may be unable to recall an order if it has already passed to the carrier.

Returns Of Stock Items

Stock items are eligible to be returned for a refund within 30 days.

Any item branded with an organisation logo, or personalised in any way, is a bespoke item that has been made specifically for your order, and therefore is not a stock item.

You can request a return for eligible items by visiting your customer account, then clicking on the relevant order and following the on screen instructions.

Items may be returned to us using our partner InPost, who allow you to return items quickly and easily at their network of lockers and drop off shops. They will label the items for you, so all you need to do is package up your return and drop it off using the code we supply upon approving your return. Customers using this service will have a £5 deduction from their refund to cover the cost.

You are alternatively welcome to return items using your own carrier. Items are refundable in full with no deduction in this case.

We operate a system of return - refund - reorder, rather than offering exchanges, for simplicity and clarity.

Returns Of Non Stock Items

We cannot accept returns of personalised / non stock goods unless they are faulty. Personalised goods are those that have been finished specially for you, with one or more of a name, number, or initial, or logo meaning we can't resell the item. We also do not accept returns of bespoke items, even if they are not branded with personalisation.

If items are faulty, they are eligible for a free replacement under our warranty policy. Replacements can only be for the same product, in the same size and colour, as originally ordered.