Return Policy

Thank you for choosing Omazem home products. We fully understand that every item that enters your home carries with it a sense of anticipation and trust. For this reason, we have always approached the quality and service of every order with the utmost rigor. However, we also recognize that, in rare circumstances, you may need to return or exchange a purchased product for certain reasons. To safeguard your legitimate rights and interests, and to ensure that the entire process is clear and smooth, we have established this Return Policy. We kindly ask you to read and familiarize yourself with it carefully before making a purchase.

I. Eligibility Conditions

You may apply for a return or exchange under the following circumstances:

  1. Product quality issues: If the product you receive has obvious manufacturing defects, including but not limited to structural damage, functional failure, or non-human-induced surface blemishes, we will assume the corresponding responsibility for the return or exchange.

  2. Shipping errors: If the product you receive does not match the style, specification, or quantity you ordered, or if there is an obvious mis-shipment or missing items, we will correct the situation promptly.

  3. Visible physical damage: If the outer packaging is severely damaged and the internal items show visible physical damage upon receipt (such as cracks, scratches, deformation, etc.), please contact us promptly.

The following situations are not covered by this Return Policy:

  • Problems caused by improper personal use, human damage, or unauthorized disassembly or modification;

  • Slight color variations, grain differences, or natural wear that occur during normal use—these are precisely the unique marks of natural materials or handcraftsmanship and do not constitute quality defects;

  • Returns or exchanges due to personal subjective preferences (e.g., "not as I imagined," "wrong size," etc.)—we kindly ask you to carefully confirm product specifications and their suitability for your space before placing your order;

  • Products that have been used or unsealed for non-quality reasons (unpacking for initial inspection is not restricted);

  • Any items explicitly marked as "clearance sale" or "final sale" are not eligible for returns or exchanges.

II. Return Timeframe

To ensure that your rights are protected in a timely manner, all return requests must be submitted within 14 calendar days from the date of delivery. We regret that we cannot process requests made beyond this timeframe.

If you discover a quality issue or shipping error with your product, we recommend that you inspect the package immediately upon receipt and contact us as soon as possible so that we can address the matter promptly.

III. Return Process

To make the return process as clear and efficient as possible, please follow the steps below:

Step 1: Submit a Request

Please send your return request via our designated contact email. In your email, be sure to include the following information:

  • Order number (if available);

  • Product name and model;

  • Reason for return (with a brief explanation);

  • If there are quality issues or visible damage, please attach clear photos or videos to help us assess the situation more accurately.

Step 2: Obtain Authorization

Upon receiving your email, our team will review it within two working days and respond with the results via email. If your application meets the return conditions, we will send you a Return Authorization Confirmation, which will include the return address, any necessary forms, and other required instructions. Please note: unauthorized return packages will not be accepted or processed, so please ensure you receive the authorization confirmation before shipping the item back.

Step 3: Pack Carefully

Please pack the product to be returned along with all original accessories, tags, labels, instruction manuals, and original packaging materials securely. We recommend using an outer carton with adequate cushioning protection to ensure that the product is not damaged during return shipping. Damage incurred during return shipping due to improper packaging may affect the outcome of your return process.

Step 4: Arrange Return Shipping

Please use the address provided in the authorization confirmation to ship the package back via a courier service of your choice. The return shipping costs will be handled as follows:

  • If the return is due to product quality issues or our shipping error, we will cover reasonable return shipping costs (please pay the fee upfront and provide a valid shipping receipt, and we will reimburse the shipping amount along with your refund or separately);

  • If the return is due to non-quality reasons (in cases where it is exceptionally permitted), the return shipping costs will be your responsibility.

Step 5: Inspection and Processing

Upon receiving your return package, we will inspect the product. If the product meets the return or exchange conditions and is in re-sellable condition (except for quality issues), we will refund the payment to the original payment method you used for the order. The refund processing period is typically 5 to 7 working days from the date we receive the returned package, and the exact time for the funds to arrive will depend on the payment channel you used.

IV. Exchange Instructions

If you wish to exchange a purchased product for another style or specification under the same brand (subject to stock availability), please submit a request following the same process outlined above. Exchange requests must be submitted within 14 calendar days from the date of delivery. The product being exchanged must also remain in good condition, unused, and with all original packaging intact. The secondary shipping costs for exchanges will be borne by us (in the case of quality issues or shipping errors), or the price difference and shipping costs arising from a style change will be borne by you (in the case of non-quality issues).

V. Special Reminders

  • Please be sure to keep all relevant documentation from your original order (order confirmation email, payment records, etc.) for reference and verification purposes.

  • All communication regarding returns and exchanges will be conducted via email. We promise to respond as quickly as possible after receiving your email, but please understand that different time zones and holidays may affect our response time.

  • For large furniture or heavy home goods, the return process may involve additional logistics coordination. We will communicate with you in detail within the authorization confirmation to find the most suitable arrangement, in order to minimize your operational burden.

  • If the product you receive has missing parts or accessories, please also notify us promptly via email, and we will verify and arrange for a replacement shipment.

VI. Final Interpretation Rights

Omazem reserves the right to revise this Return Policy from time to time and to provide the final interpretation thereof. Any updates to the terms will be posted on this page in a timely manner and will take effect on the date of publication. We recommend that you review this policy periodically to stay informed of the latest information.

We have always believed that the foundation of trust is built not only at the moment of product delivery, but also in the honesty and responsibility demonstrated in every after-sales interaction. Omazem will approach every after-sales issue with the utmost sincerity, helping you resolve it properly. Thank you for your understanding and patience.

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