We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@omnela.com.

If your return is accepted, we’ll provide you with instructions on how and where to send your package. Return shipping costs are the responsibility of the customer unless the item is faulty, damaged, or incorrect. We do not charge any restocking fees.

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@omnela.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

In accordance with Australian Consumer Law, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

Exceptions / non-returnable items

Due to hygiene reasons, certain items cannot be returned, such as underwear and swimwear (without hygiene seals).

We also do not accept returns for:

• Gift cards

Sale items may only be returned if faulty or defective.

Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not.

If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please note it can take additional time for your bank or credit card provider to process the refund.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@omnela.com.

Returns shipping and fees

Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.

We do not charge any restocking fees for returns.

Contact Information

Store name: Omnela
Company name: Pawzz
Company Address:
Louise de Colignystraat 76, 2404 GV, Alphen aan den Rijn, Netherlands
Warehouse Address:
21 White Street, Wangaratta, Victoria, 3677, Australia
Company nr.: 96033274

Phone: +61257013358
Email: support@omnela.com

Customer service hours (AEST):
Monday to Friday: 09:00 AM – 05:00 PM
Saturday and Sunday: Closed

We aim to respond to your inquiries within 24 hours.