Refund policy
Cancelling your order
We process and ship orders very quickly, so we cannot guarantee changes or cancellations once your order is placed. To cancel or change your order, email us as soon as possible at contact@omexly.com with "Cancel my order" in the subject line, and your full name and order number in the message. We will do our best to cancel or change it as long as it has not been processed.
Once your order has shipped, it can no longer be cancelled or stopped. You will need to wait for delivery and then follow the return process below.
14-day right to cancel and return
Under the Consumer Contracts Regulations 2013, you can return your order for any reason within 14 days of the day you (or someone you name) receive the goods, without giving a reason.
- All returns must be pre-approved: email us at contact@omexly.com with your order number and the item(s) you wish to return. We will send you the return address and instructions.
- Send the item back within 14 days of telling us you want to return it, in its original condition and packaging.
- Return shipping costs are paid by the customer, unless the item is faulty, damaged or not as described. We recommend a tracked shipping method, as we cannot be responsible for returns lost in transit.
- You can handle the item as you would in a shop, but we may reduce the refund if its value has gone down because you handled it more than necessary.
Refunds
Once your return is received, it is inspected by our logistics team. We will email you to confirm receipt and let you know whether your refund is approved. Approved refunds are issued within 7 days of receiving your return, to your original payment method, with no fees. Your refund includes the original delivery cost, if you paid any.
Late or missing refunds
- Check your bank account again.
- Contact your card issuer or bank: it can take a few working days for a refund to appear on your statement.
- If you have done all this and still have not received your refund, contact us at contact@omexly.com.
Exceptions
For hygiene reasons, sealed products (such as cosmetics, skincare or personal care items) cannot be returned once the seal has been broken after delivery, unless they are faulty.
Faulty, damaged or incorrect items
Your statutory rights under the Consumer Rights Act 2015 are not affected. If an item is faulty, damaged, incorrect or not as described, email us at contact@omexly.com within 30 days of delivery with your order number, a short description and clear photos. Once approved, we will offer a replacement or a full refund, and we pay the return costs.
Payment disputes and chargebacks
If you have a problem with your order, please contact us at contact@omexly.com before opening a dispute with your bank, card provider or PayPal: we can usually solve it much faster. Once a dispute is open, the case follows the procedure and timelines of the payment provider, and we cannot issue a separate refund outside of that process.
Model cancellation wording
To Omexly (Brivana Global LLC), contact@omexly.com: I hereby give notice that I cancel my contract for the sale of the following goods: [item], ordered on [date] / received on [date]. Name: [name]. Address: [address]. Date: [date].