Return & Refund Policy

Please read our return and refund policy carefully before making a purchase.

If you have any questions about our policy, please contact us.

Returns & Refunds

Our 30-Day Satisfaction Guarantee

At Omninest, we want you to be completely delighted with your purchase. If for any reason you're not happy with your order, we're here to help make it right.

How It Works

1. Get in Touch

Email us at hello@omninest.co.uk within 30 days of receiving your order. Please include your order number and the reason for return.

2. Prepare Your Return

We'll send you simple return instructions. Items should be unused, in their original packaging, and in resalable condition.

3. Send It Back

Post the items to the address we provide. Once received and inspected, we'll process your refund or exchange.

Your Consumer Rights

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving the goods for any reason. Our 30-day guarantee extends this protection, giving you even more time to decide.

Return Conditions

Items must be:

  • Unused and in original condition
  • In their original packaging
  • Returned within 30 days of receipt

We cannot accept returns for:

  • Used or damaged items (unless faulty)
  • Items without original packaging
  • Personalised or custom items (unless faulty)

Postage Costs

You changed your mind: Customer covers return postage

Item is faulty or damaged: We cover all postage costs

Wrong item sent: We cover all postage costs

If your return is due to our error (faulty, damaged, or wrong item), we'll provide a prepaid returns label or reimburse your postage costs.

Refunds

  • Timing: Refunds are processed within 14 days of us receiving the returned goods
  • Method: Refunds go back to your original payment method
  • What's refunded: Full product cost. Original delivery costs are refunded only if the item is faulty or if you're exercising your 14-day cancellation right
  • Partial refunds: May be issued for items that show signs of use beyond what's necessary to inspect them

Exchanges

Prefer an exchange instead of a refund? No problem. Just let us know in your email which product or scent you'd like instead. We'll send the replacement once we've received and inspected your return.

Faulty or Damaged Items

We take pride in our quality control, but occasionally something may slip through. If you receive a faulty or damaged item:

  1. Email us at hello@omninest.co.uk within 30 days
  2. Include photos of the issue and your order number
  3. We'll arrange a replacement or full refund — including all postage costs

International Returns

For customers outside the UK, the same 30-day policy applies. Please note that return postage costs for international orders are the customer's responsibility, unless the item is faulty or was sent incorrectly.

Need Help?

Our customer care team is here to help with any questions about returns or refunds.

Email: hello@omninest.co.uk
Response time: Within 24 hours on business days

Omninest — Premium care for you. Peace of mind included.