Refund policy
This policy applies to orders from OM Imports by approved trade account holders. It does not limit any rights you have under the Australian Consumer Law, including rights that apply if goods are faulty, not as described, or don't match an approved sample.
Damaged, faulty or wrong items
Please inspect your order when it arrives. If any goods are damaged, faulty, short-supplied or not what you ordered, email contact@omimports.co within 3 business days of delivery with:
- your order number
- photos of the goods, packaging and shipping labels
- the quantity affected
Keep the goods and packaging until we have resolved your claim. Once we confirm the problem, we will replace the affected items, supply equivalent goods, or refund what you paid for them. We pay the return freight for goods that are faulty, damaged in transit or incorrectly supplied.
Telling us within 3 business days helps us claim from the carrier or factory. If you notice a problem later, contact us anyway; your rights under the Australian Consumer Law still apply.
Custom, branded and made-to-order products
Custom, logo-printed and made-to-order products are produced to the specifications, artwork and quantities you approve. We can't accept change-of-mind returns or cancellations for these once production has started.
If custom products are faulty or don't match the approved sample or specifications, they are covered under "Damaged, faulty or wrong items" above.
Stock items and change of mind
For standard stock items that are not custom or made to order, we may accept change-of-mind returns at our discretion if you contact us within 14 days of delivery. Items must be unused, in saleable condition and in their original packaging. You pay the return freight, and we may deduct a restocking fee of up to 15% to cover handling. Please contact us before returning anything; returns sent without approval may not be accepted.
Deposits and cancellations
You can cancel an order and receive a full refund of your deposit until we have placed the order with the factory. Once production has started, deposits are non-refundable for custom or made-to-order products, because they cover factory costs we have already committed to.
If we cancel an order, or can't supply it as accepted, we will refund all amounts paid for the affected items. If your order is delayed by more than 30 days beyond the estimated delivery date given when we accepted it, you may cancel the undelivered part of the order for a refund of what you paid for it.
How refunds are paid
Approved refunds are paid to your original payment method within 10 business days of approval. Your bank or payment provider may take extra time to process them.
Contact
Email: contact@omimports.co
Phone: +61 490 408 246