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Refunds & Returns

We pride ourselves on designing & producing products of the highest possible quality and supporting this with the best possible customer experience.

If you have received an order that you are unhappy with, for what ever reason we operate a 14-day return policy. This means that the item(s) can be returned within 14 days of the date of delivery.

Below we have put a little more information on how to return items and how refunds are processed and some other bits we think might be useful for you to know.

 

Returning Orders:

We understand that sometimes things just don’t work out, and that you’ll be in a situation where you want to return your purchase(s) to us. Whether this is because you’ve contacted us with an issue, or because you have changed your mind. Please follow the simple steps below:

Step 1: Contact out lovely Customer Care team using wecare@omgpins.co. Either forward your original order confirmation, or put the order number in the subject line. Be sure to include in the email your reasons for returning the product.

Step 2: Re-pack your order, being sure it is in its original condition and packaging. Be sure to write your order number clearly on the outside of the packaging, making sure you do not cover it with stamps, tape or labels etc. we'd advise putting it above the return address itself. 

Step 3: Return the item to the address below, it is ideal for you to use a tracked service that also provides you with proof of postage. This way, if it gets lost in transit together we can take it up with the courier.

Step 4: We will receive your return and provided all is in order we will look to get a replacement or refund sorted within 5 working days. If there are any issues, or we need to talk to you our customer care team will be in touch.

Address: PO BOX 9609, Poole, BH14 4GQ

Our returns process is designed to be as simple as possible, however, this only works if you ensure you write your order number clearly on the outside of the return packaging (Please do not write this information on the product packaging itself, these items will not be refunded or replaced). In the event that an order is returned without an order we will attempt to identify the customer, if we are unable to it will be retained for 30 days to see if it is claimed. 

When returning items, you will be responsible for ensuring the correct postage is paid, where this has not been done, we reserve the right to deduct this from any refund owed, or with hold any replacements until it has been settled.

In the unfortunate event that a returned item has gone missing, we will require you to take this up with the chosen courier. Therefore, we request that you send any returns via a tracked service that gives you proof of postage.

 

Refunds:

Where refunds have been agreed and verified with the customer, we will aim to refund the customer to the same card that payment was taken from.

Refunds will be actioned quickly, but we aim to have all refunds completed our end within 5 working days from confirmation of a refund being due. When the refund has been actioned, you will receive an email from our customer care team letting you know.

Please allow 5-10 working days from the date of confirmation of a refund for it to show in your account. Unfortunately, once we have actioned a refund there is very little we can do as it is out of our hands and with the banks.

If you are expecting a refund, and it has not been received after 5-10 days then you should contact your card provider. We do ask that you check your bank account again before doing this just in case it has been overlooked. If you have spoken to your bank and they can not see the refund, please contact us and we will see if there is anything we can do to help.

Sales Items and Bundles:

Sales items can be returned, these will be refunded at their sale price. Where items are bought as part of a bundle or job lot the item(s) returned will be refunded to a portion of the overall price paid for the bundle or job lot unless the entire bundle or job lot is returned.

Gift Cards:

Gift Cards are non-refundable, and we cannot accept these as a returned item.

Partial Refunds:

We reserve the right to offer and action partial refunds, there are two common reasons when this will happen. Any item not in its original condition, is damaged or missing parts for reasons not due to our error or, any item that is returned more than 28 days after delivery. This is not an exhaustive list.

 

OMGPins™ Policy Notice:

Our policies are subject to change without notice. This means we can change the policies without having to notify you. We ask that you check these policies regularly to ensure that you are up to date with how we operate as a business.

Should you ever have a question about this or any other policy on our website, you can email us your questions to wecare@omgpins.co.