When subscription refunds are possible
All subscription payments are processed via Stripe, whether you buy on the web or from inside the app.
Subscription refund eligibility can depend on the situation (for example: accidental purchase, double charge, technical issues). If you think you should receive a refund for a subscription payment, contact Support with your email and payment details so the team can review your case.
When hardware refunds are possible
General Return Policy
If your order has been delivered and you’re not satisfied with it, you can request a return within 3 days from the delivery date.
Submitting a request does not guarantee a refund.
Each request is reviewed case by case.
After 3 days, return and refund requests for “change of mind” are no longer accepted.
Damage, defect or wrong item
If your item arrives damaged, defective, or incorrect, you can request a replacement or refund within 15 days from the date of delivery.
Requests after 15 days may still be reviewed, but approval is not guaranteed.
The team may ask for photo or video evidence to understand the problem before approving a return or replacement.
Failed deliveries
If the courier can’t deliver your package and it’s returned to Omi:
In case of a refund, only the product amount is refunded.
Shipping charges are non-refundable.
If you want the package re-sent, you’ll need to pay shipping again before a new shipment is processed.
Eligibility requirements for returns
To qualify for a return, the product must:
Be in the same condition you received it
Include all original accessories, manuals, packaging and tags
Be accompanied by your receipt or proof of purchase
Return eligibility is only confirmed after the item is received and inspected.
Customer expectations & third-party claims
Omi is responsible for features and claims shown on:
The official website
Official documentation
Official marketing channels (including Omi’s own videos and product descriptions)
Return and refund decisions are not based on:
Unofficial third-party videos, reviews or social posts
Promises or claims made by people not affiliated with Omi
Misinterpretations or exaggerated claims by others
Decisions are made on whether the product matches what Omi officially presents.
European Union 14-day cooling-off period
For orders shipped to EU countries, you have the right to cancel and return your order within 14 days of delivery, for any reason and without justification.
The product still needs to meet the eligibility criteria above (condition, accessories, proof of purchase).
Refund processing
Once the returned item is inspected:
You’ll be informed whether the return is approved or declined.
If approved, the refund is issued to your original payment method (via Stripe) within 10 business days.
Your bank or card provider may need additional time to post the refund on your statement.
Return shipping cost
Unless the return is due to a damaged, defective or incorrect item:
The customer is responsible for return shipping costs.
All shipping fees — including the original shipping — are non-refundable.
How to request a refund
Contact Support and include:
Your order number and proof of purchase
A short description of the issue
Photos or video if there is damage or a wrong item
After the item is received and inspected, you’ll be told if the return is approved or declined.
If approved, the refund is issued to your original payment method via Stripe. It usually appears within about 10 business days, but your bank or card issuer may take a bit longer to show it on your statement.