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.
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
Return eligibility is confirmed only after the item is received and inspected.
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.
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.