Return and exchange policy
You can request a return or exchange in these cases:
Not satisfied with the product
You may request a return within 3 days from the delivery date.
Every request is reviewed case by case and submitting a request does not guarantee approval.
After the 3-day window, “change of mind” returns are no longer accepted.
Damaged, defective or incorrect item
You may request a replacement or refund within 15 days from the date of delivery.
Requests sent after 15 days may still be reviewed, but approval is not guaranteed.
The team may ask for photo or video evidence to confirm the issue.
Performance issues, such as specific accent recognition, do not classify as hardware defects. Such cases require evaluation, and refunds are not guaranteed.
To be eligible for a return, the product must:
Be in the same condition as received
Include all original accessories, manuals, packaging and tags
Be accompanied by your receipt or proof of purchase
Criteria for Full or Partial Refunds:
Unopened/Unused Devices:
Devices returned unopened in original condition are more likely to qualify for a full refund.
Refunds depend on the outcome of the assessment after return.
Opened/Used Devices:
Opened devices undergo stricter assessments, focusing on condition and usage history.
A partial refund may be issued based on this assessment.
Return eligibility is confirmed only after the item is received and inspected. Once eligibility is confirmed, refund assessments follow, evaluating the device's condition and usage history to determine whether a full or partial refund is applicable.
Unless the return is due to a damaged, defective or incorrect item:
You are responsible for return shipping costs, and
All shipping fees — including the original shipping — are non-refundable.
Warranty for Omi Device, Glass and Dev Kit
Outside the return windows (and the EU 14-day cooling-off period where applicable), any longer-term repair or replacement options can depend on:
The specific issue with the device
Your local consumer protection laws and regional requirements
Because of this, long-term coverage beyond the return policy is handled case by case. Refunds for returned items are processed based on the evaluation of their condition upon receipt. Cases involving partial refunds due to use or minor damage are handled specifically as needed.
How to get help with a defective device
If your device arrives damaged, defective or incorrect:
Use the return/exchange process described above within the 15-day window.
If the device develops a problem later on:
Contact Support with:
Your order number and purchase date
A clear description of the issue
Photos or video if they help show the problem
The team will review your case and let you know what options are available for your device and your region.