Terms of Service

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. Scope of Service

These Terms of Service govern customer-facing services provided through the Omeluz™ website, including product inquiries, order administration, fulfillment coordination, delivery assistance, and after-sales support.

They should be read together with our Shipping Policy, Return Policy, Privacy Policy, and other applicable store policies. Specific procedures described in those policies apply to the subjects they address.

Nothing in these terms is intended to remove rights or remedies that consumers have under applicable law.

2. Product Listings and Availability

We aim to provide understandable product descriptions, photographs, specifications, and relevant usage information. Customers should review the available product details before submitting an order.

Product availability may change. We may update listings, correct material errors, or discontinue items when reasonably necessary.

If a material listing error or availability issue prevents an order from being fulfilled as described, we will communicate the issue and explain the available next steps.

Minor differences in color or appearance may occur because of photography conditions or display settings. Such differences do not excuse an item that is materially different from its description.

3. Order Information

Customers are responsible for providing accurate contact details and delivery information when submitting an order.

Please review the selected products, quantities, specifications, and delivery address carefully. Incomplete or inaccurate information may delay fulfillment or delivery.

If you discover an error after submitting an order, contact service@omeluz.com as soon as possible and include the relevant order number. We will review the request in light of the order's current status.

An acknowledgment that an order has been received should not be interpreted as confirmation that every fulfillment detail has been finalized.

4. Order Changes and Cancellation Requests

Customers who wish to change or cancel an order should contact customer service promptly.

A requested change or cancellation may be possible before fulfillment or dispatch has progressed, but it cannot be guaranteed once the order has entered preparation or has been dispatched.

We will communicate whether a cancellation request has been accepted rather than treating an unconfirmed request as completed.

If cancellation is no longer possible, customers may contact us about applicable return options after delivery. Those requests will be reviewed under the Return Policy and applicable consumer protection requirements.

5. Fulfillment and Delivery

Order preparation and shipping transit are separate stages. Our estimated shipping transit time is 3–7 days after dispatch.

This estimate does not include the preparation period before dispatch. Processing duration may depend on product availability and fulfillment requirements. Where a product-specific or order-specific estimate is provided, customers should consult that information. If clarification is needed, please contact customer service.

The dispatch location may vary according to product availability and fulfillment arrangements. We do not promise dispatch from a particular warehouse or location unless expressly confirmed in the applicable product or order information.

Applicable shipping charges and any available shipping offer should be clearly displayed before an order is confirmed. The Shipping Policy explains how customers can obtain assistance if the information is unclear.

6. Delivery Issues

If tracking information remains unchanged for an extended period, a parcel appears lost, or the delivery status does not match the actual circumstances, contact our customer service team.

Please provide the order number, tracking reference if available, and a clear explanation of the issue. We will review the available information and, where appropriate, investigate the matter with the relevant delivery service.

A tracking status marked as delivered does not automatically prevent further review of a missing-parcel report.

7. Returns and Product Problems

Eligible return requests must be submitted within 30 days after delivery and must satisfy the conditions described in our Return Policy.

Customers should contact us before returning an item. If a return is authorized, we will provide the appropriate destination and instructions.

If an item arrives damaged, defective, incorrect, or materially different from its description, please report the issue and provide supporting photographs where available. We will assess the circumstances and explain the available remedies.

Where an issue is attributable to the seller, we will provide an appropriate solution without requiring the customer to bear additional return costs, subject to applicable law and the circumstances of the case.

8. Refund Handling

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

Where inspection of returned merchandise is required, the item may need to be received and assessed before the refund decision is finalized. The stated processing period begins after approval, not necessarily when the original inquiry is submitted.

If additional information is needed, we will communicate with the customer. The handling of each request remains subject to applicable law.

9. Customer Service

Our standard after-sales response and processing time is within three business days.

Requests involving carrier investigations, product assessment, or additional documentation may require more time. We aim to provide relevant updates when appropriate.

Customers can contact our team using the details provided on the Contact Us page.

10. Changes to Services

We may modify website features, product information, or service procedures when reasonably necessary to maintain accuracy, security, or operational reliability.

Changes will not remove rights or remedies that applicable law makes mandatory. Where a material change requires notice under applicable law, we will provide the required notice.

11. Contact and Interpretation

Questions concerning these Terms of Service or the administration of an order may be sent to service@omeluz.com.

These terms are intended to operate alongside the store's published policies and applicable legal requirements. If a provision is found unenforceable, the remaining provisions will continue to apply to the extent permitted by law.