Exchanges, Returns and Service
Free Returns. No Restocking Fees.
Only items purchased from omata.com within 30 days of the date of receiving the product can be returned or exchanged through OMATA. The item must be in restock-able condition (tags, stickers still on the product along with the original box and documentation).
The process is simple:
1. You must email Customer Service (firstname.lastname@example.org) and put "Return" or "Exchange" in the Subject line along with your original order number for us to service your return. This is not to make your life more difficult, but for us (there are only two of us) to manage your request efficiently in our return processing flow. Emails sent directly to the co-founders will not suffice as it does not allow us to each have easy visibility and accountability in case one or the other of us is unable to respond to your email or your email gets buried in our personal email inboxes. It also allows us to maintain a history of your requests for support and return so we can better track any patterns of product or production issues.
2. A member of our Customer Service team will e-mail you an RMA (return merchandise authorization) number and a prepaid return label. The RMA number has to be written clearly on the return package and the prepaid label provided has to be used in order to ensure minimal delay.
1. Allow 5 business days (Monday - Friday 9am - 5pm Pacific) for processing the request. Less time for US returns processing. Please be patient. We're still a small company. It is likely Julian will be handling your return, which is effectively the entire Customer Care team, as well as the entire team responsible for everything else. Our overarching raison d'etre is for you to have a fantastic experience with your OMATA One, so if we are delayed in handling your return, it is not because we want to ignore you. Rather, it's because the vagaries of running a business have us doing many things simultaneously which means we need to discipline our time and focus on service at specific days of the week rather than 24/7.
2. For refunds, credit will be issued back to the card used to purchase the item. Please allow 7 - 10 business days from the return processing date. Original shipping fees are nonrefundable.
For questions regarding returns do to a warranty issue, please refer to our warranty section or e-mail customer service at email@example.com.
If you have questions, please email or call us at firstname.lastname@example.org. All transactions and customer care instructions are conducted in English at this time.