Exchange Eligibility

 

We will only accept an exchange if your product is:

• Damaged or Defective Upon Arrival: The item must be unusable due to damage that occurred during the shipping process.

• Incorrectly Shipped: You received a product that is different from what you ordered (e.g., wrong item or size).

All other reasons, including change of mind, personal dislike of the item, or dissatisfaction with a scent or color, are not eligible for an exchange.

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2. Mandatory Unboxing Video Proof (Required)

 

To qualify for an exchange due to damage or incorrect item, you must provide irrefutable proof by capturing an unedited, continuous video of yourself opening the delivery package.

The video must clearly show:

1. The sealed shipping label on the outside of the package before it is opened.

2. The entire process of opening the package without any cuts or edits.

3. The damaged or incorrect product as soon as it is removed from the packaging.

Claims submitted without this mandatory unedited unboxing video proof will not be accepted, and no exchange will be processed.

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3. How to Initiate an Exchange

 

If you have met the video requirement, please follow these steps:

1. Contact Us Immediately: Email us at omauraacustomercare@gmail.com within 24 hours of receiving your delivery.

2. Provide Details: Include your Order Number and a clear description of the damage or the incorrect item received.

3. Attach Proof: Attach your unedited unboxing video and supporting photos to the email.

Once your claim is verified, we will arrange for the original item to be picked up and will ship the replacement product to you at no additional cost. Exchanges are subject to stock availability. If a replacement is not available, a store credit will be issued instead of a cash refund