Return

If you have placed an order by mistake, we can of course cancel it.

Please note that cancellation is only possible as long as your goods have not yet left the warehouse. Simply contact us via the chat at the bottom right of our website. We will process your request as quickly as possible.

If you wish to return an item, you can do so under the following conditions:

Conditions for return:

You have the option of returning the products within 14 days of receipt without giving any reason at your own expense and risk. The period begins on the day the goods are received. To meet the deadline, it is sufficient to send the goods on time.

The following are excluded from the right of return (not from the warranty claims):

• Used or washed items
• Items without original packaging or with damaged packaging and missing accessories
• Damaged items (excluding warranty provisions)
• Food, hygienically sensitive items and consumables
• gift vouchers
• Specially marked products from sales or special promotions

This is how the return works:

1. Register return:
   Use our returns portal at https://return.omnana.de to register your return quickly and conveniently.
2. Receive return label:
   After registering, you will receive a DHL return label that you can print out and use for the return.
3. Return items:
   Pack the goods carefully and send them back to us.
   

Return costs
For each return we charge a flat rate of EUR 4.95. This amount will be deducted from the refund amount.

Your right of withdrawal
You have the right to 14 days to withdraw from the contract without giving any reason. The complete cancellation policy as well as the sample cancellation form do you find here.

Refunds
After receiving and inspecting the goods, we will refund the purchase amount (excluding additional costs for alternative shipping options). We will use the same payment method you selected when ordering to make the refund.

Important information about returns

• Please return the goods in the original packaging and with all accessories if possible.
• Use protective packaging to avoid transport damage.
• Do not return the goods freight collect.

If the goods are returned properly, we will refund the amount you paid for the returned items (excluding shipping costs, invoice fees, and promotional and discount vouchers) by credit note after checking the products.

The refund will always be made to the payment method used at the time of purchase. For certain payment methods (especially invoice), we may ask you to provide your bank details.

Please note that the refund may take up to 14 days.

Unfortunately, it is not possible to exchange individual items from your order. However, you can return the entire order and place a new order with the items you want.

Unfortunately, it is not possible to return items from different orders together. Each order must be returned separately.

If you have received an item that you did not order, please contact our customer support via chat. We will investigate the case as quickly as possible and help you.

Yes, the return process also works for orders placed as a guest. You can make your return in the same way as you would with an order placed with a customer account. If you need help, our customer support is available via chat.

No, a printer is not required. Simply show the QR code on the return label to DHL and the label will be printed for you on site.