Refund policy

We offer a 30-day return policy for eligible items, meaning you have 30 days after receiving your order to request a return.

To be eligible for a return, your item must be unused, in the same condition that you received it, and returned in its original packaging. You must also provide proof of purchase.

Please note that this 30-day return policy does not apply to custom-made, personalised, commissioned, or made-to-order pieces as outlined below.

 

To start a return, you can contact us at contact@omniareflect.com Please note that returns will need to be sent to the following address:

167–169 Great Portland Street
London, England
W1W 5PF

 

Items returned to us without first requesting and receiving approval for a return will not be accepted.

If your return is accepted, we will provide instructions on how and where to send your package. Where applicable, we may also provide a return shipping label. You can always contact us for any return questions at contact@omniareflect.com

 

Damages and issues

Please inspect your order immediately upon delivery.

If your product arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at contact@omniareflect.com with your order number and clear photographs of the item, the internal and external packaging, and any visible shipping labels where possible.

We will assess your claim promptly and, where appropriate, arrange a repair, replacement, or refund. Please retain all original packaging until your claim has been resolved, as this may be required by the courier or insurer.

 

Exceptions / non-returnable items

Due to the handcrafted and made-to-order nature of many of our products, certain items are not eligible for return or refund.

Each Omnia Reflect piece is individually handcrafted. Minor variations in colour, finish, texture, dimensions, patina (where applicable), reflective appearance, or other natural characteristics are an inherent part of the handcrafted process and contribute to the uniqueness of every piece. These variations are not considered defects and do not qualify for a return or refund.

Product images are provided for illustrative purposes only. Colours, finishes, reflections, and appearance may vary depending on photography, lighting conditions, surrounding interiors, and individual screen settings.

Custom-made, personalised, commissioned, or made-to-order pieces are created specifically to your requested size, finish, specification, or design. Orders may only be cancelled before production has commenced. Once production has begun, these items cannot be cancelled, returned, or refunded unless they arrive damaged, defective, or incorrect.

For orders delivered outside the United Kingdom, returns or refunds are not available for change-of-mind purchases. If an international order arrives damaged, defective, or incorrect, please notify us within 48 hours of delivery with your order number and supporting photographs. Where appropriate, we will arrange a repair, replacement, or refund.

Nothing in this policy limits or excludes any mandatory consumer rights that apply under applicable law.

Products that have been installed, altered, modified, or damaged due to misuse, improper installation, neglect, accidental damage, or normal wear and tear are not eligible for return or refund.

If you are unsure whether your item qualifies for a return or exchange, please contact Omnia Reflect at contact@omniareflect.com before placing your order.

 

Exchanges
The fastest way to receive a different item is to return the original item (if eligible). Once the return is approved, you may place a new order for the replacement item.

 

European Union 14 day cooling off period 

If your order is delivered to a country within the European Union, you may have a legal right to cancel or return your order within 14 days under applicable consumer protection laws.

This right does not generally apply to custom-made, personalised, or made-to-order products manufactured to your specifications.

Where applicable, returned items must be unused, in their original condition and packaging, and accompanied by proof of purchase.

 

Refunds

We will notify you once we've received and inspected your return, and let you know whether your refund has been approved.

Refunds will only be issued once the returned item has been received, inspected, and confirmed to meet the eligibility requirements set out in this policy.

If approved, you'll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card provider to process and post the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at contact@omniareflect.com