Refund policy

Last updated: [April 1, 2026]

This Return, Refund & Exchange Policy describes how OMNIX COMMERCE PTE. LTD. (ā€œOMNIX,ā€ ā€œwe,ā€ ā€œus,ā€ or ā€œourā€) handles returns, refunds, and certain product-related issues for purchases made through our website.

We want you to be satisfied with your purchase. If you are not happy with your order, please review the policy below to understand your options.

1. Return Eligibility

We offer a 30-day return window from the date your order is marked as delivered.

To be eligible for a return, the item must meet all of the following conditions:

  • the item must be unused, unopened, and in its original packaging;
  • the item must be in resalable condition;
  • you must provide valid proof of purchase, such as an order number, confirmation email, or receipt;
  • the item must not be marked as final sale, clearance, or otherwise non-returnable.

Because of hygiene, health, and safety considerations, certain items are not eligible for return once opened or used, especially personal care or body-contact products.

Please do not send any item back without contacting us first and receiving return instructions.

2. How to Start a Return

To request a return, please contact us within 30 days of delivery at:

Email: omnix.terra@gmail.com

Please include:

  • your order number,
  • the item(s) you want to return,
  • and the reason for the return.

If your return is approved, we will provide instructions, including the return address and any additional steps required.

3. Refund Process

Once we receive your returned item, we will inspect it to confirm that it meets the return conditions stated above.

If approved, your refund will be issued to your original payment method. Please allow several business days for the refund to appear, depending on your payment provider or bank.

In most cases, approved refunds are processed within 5ā€“12 business days after confirmation.

If a returned item does not meet the return requirements, we may:

  • reject the refund, or
  • issue only a partial refund, if appropriate and at our discretion.

If your refund has been approved but you have not received it after a reasonable period, please first check with your bank or payment provider, then contact us for assistance.

4. Return Shipping Costs

Unless the return is due to our error or a defective, damaged, or incorrect item, customers are responsible for return shipping costs.

Original shipping fees, if any, are generally non-refundable.

We recommend using a tracked shipping service, as we are not responsible for returned packages lost in transit.

5. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact us at omnix.terra@gmail.com within 5 days of delivery.

Please include:

  • your order number,
  • a description of the issue,
  • and clear photos of the item and packaging, where possible.

If we confirm the issue, we may offer, at our discretion:

  • a replacement,
  • a refund,
  • or another appropriate resolution.

If the problem is due to our error, we will bear the reasonable cost of return shipping where a return is required.

6. Non-Returnable Items

The following items are generally not eligible for return or refund:

  • opened or used personal care products;
  • products that come into direct contact with the body once opened;
  • gift cards;
  • digital products, downloadable content, or online-access products once accessed;
  • final sale, clearance, or expressly non-returnable items.

If a product is sold with a separate promotional guarantee or trial policy, the terms of that specific offer will apply to that product.

7. Exchanges

We do not currently offer a direct exchange program.

If you want a different item, variant, size, or color, the usual process is:

  1. request a return for the original eligible item; and
  2. place a new order separately.

If we sent the wrong item, we will work with you to correct the order at no additional cost to you.

8. Cancellations and Order Changes

We process orders quickly. If you need to cancel or change an order, please contact us as soon as possible at omnix.terra@gmail.com.

We will do our best to accommodate your request, but we cannot guarantee changes once an order has been processed or shipped.

9. Policy Updates

We may update or modify this Return, Refund & Exchange Policy from time to time. When we do, we will revise the ā€œLast updatedā€ date at the top of this page.

The version in effect at the time of your purchase will generally apply to that order, unless otherwise required by law.

10. Contact Us

If you have any questions about this Return, Refund & Exchange Policy, please contact us at:

OMNIX COMMERCE PTE. LTD.
68 CIRCULAR ROAD, #02-01
SINGAPORE 049422
Singapore

Email: omnix.terra@gmail.com