Return Policy

Omeluz™ is owned and operated by Guangzhou Dongkai Trading Co., Ltd.

Business Address: Room 202, No. 9 Tianpingjia 2nd Lane, Tianhe District, Guangzhou | Legal Representative: Feng Jingyuan | Customer Support Email: service@omeluz.com

1. Return Period

Eligible return requests must be submitted within 30 days after delivery.

Customers should contact service@omeluz.com within this period to explain the reason for the request and obtain instructions. Please do not send an item back before the request has been reviewed and the appropriate instructions have been provided.

This policy does not limit mandatory consumer rights or remedies available under applicable law.

2. Return Eligibility

To help us review a return request, the item should generally be in its original condition, with its original packaging and included components where reasonably available.

The item should not show unnecessary damage, modification, or use beyond what is reasonably required to inspect its characteristics and condition.

If an item has been opened, used, or otherwise altered, please explain the circumstances when contacting us. Eligibility will be assessed based on the product's condition, the reason for the request, any clearly communicated product-specific restrictions, and applicable law.

Any restrictions concerning customized, clearance, or specially identified products must be disclosed clearly and applied consistently with applicable consumer protection requirements.

3. How to Request a Return

To request a return, email service@omeluz.com and provide:

• Your order number.

• The name or description of the item.

• The reason for the return.

• Photographs or other supporting information where relevant.

• A description of any damage, defect, or discrepancy, if applicable.

Our standard after-sales response and processing time is within three business days. Requests requiring additional investigation may take longer.

Please wait for return authorization and instructions before sending merchandise back. This helps ensure that the item can be directed to the appropriate destination and associated with the correct request.

4. Return Address and Shipping Instructions

The business address displayed at the beginning of this page identifies the website operator and is not automatically the designated return warehouse.

Once a return is authorized, our customer service team will provide the appropriate return address and instructions. Customers should follow those instructions and retain available shipping records.

If the return destination or procedure is unclear, contact us before arranging shipment.

5. Return Shipping Costs

For preference-based returns, such as a change of mind or an item no longer being needed, customers are generally responsible for return shipping costs, subject to applicable law and any specific terms communicated for the order.

If an item arrives damaged, defective, incorrect, or materially different from its description because of an issue attributable to the seller, contact us before arranging return shipment.

In such circumstances, we will provide an appropriate return, replacement, or refund solution without requiring the customer to bear additional return costs, subject to applicable law and the facts of the case.

If responsibility for an issue is unclear, we may request reasonable supporting information before confirming the appropriate arrangement.

6. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please report the issue as soon as reasonably possible.

Include your order number, a clear description of the problem, and photographs where available. Please retain the item and relevant packaging until we provide instructions, unless retaining them would create a safety risk.

After reviewing the circumstances, we may offer an appropriate replacement, refund, authorized return, or another remedy consistent with the situation and applicable law.

A legitimate complaint will not be automatically rejected solely because the carrier's tracking record indicates delivery.

7. Refund Approval and Processing

Approved refunds are generally processed within 7–10 business days after approval.

Where an item must be returned, it may need to be received and inspected before the refund decision is finalized. The stated 7–10 business day period begins after approval rather than necessarily from the date the initial request is submitted.

If additional information is needed to assess a request, we will communicate with the customer. We aim to handle refund requests consistently and in accordance with applicable legal requirements.

The time required for a refund to be reflected in the customer's account may depend on circumstances outside our direct control.

8. Order Cancellations

Customers who wish to cancel an order should contact customer service as soon as possible.

Cancellation depends on the current fulfillment status and cannot be guaranteed once preparation or dispatch has progressed. We will confirm whether a cancellation has been accepted.

If the order has already been dispatched, customers may request a return after delivery under this policy, provided the request is eligible.

Cancellation and return requests are separate processes and should be handled according to the stage of the order.

9. Contact for Returns

For return or refund assistance, contact service@omeluz.com.

Please include your order number and explain the issue clearly. Our standard after-sales response and processing time is within three business days, although complex cases may require additional investigation.