OM Electrics Returns and Refunds Policy
At OM Electrics we understand how infuriating and disappointing it can be when you receive something you purchased online and it arrives with an issue. As all of our products are custom made to order, we only accept returns when the item arrives broken/faulty, not to specification or not as advertised.
Items that have been made to order and have arrived to specification will not be accepted when returned.
If you wish to cancel an order, you can do so as long as the items haven’t been put into the manufacturing stage of production. Simply call, email or open a chat with us and let us know the order that you wish to cancel. We are open from 9am to 5pm Monday to Friday and are here to help.
If your order has been manufactured or is in the stage of production a cancellation may not be possible – please call for more information. A partial refund may be possible if only some of your items have been produced.
If your items have been shipped already then you will not be eligible for cancellation on your order. This is due to the custom manufacturing process involved in the production of your order.
Please note for security reasons we will require any returns or cancellation requests to be followed up by email for our records.
Damaged Goods Policy:
If your goods are damaged in transit, we will need you to report this to us within two working days. Should the goods be visibly damaged on receipt, we advise that you sign the carrier’s delivery note with ‘Damaged’ so that we know to pick this up with them.
This will also allow the shipping company to keep a record of the damage. If you contact us with the report of the damage, we will arrange a collection or replacement of the items, whatever you prefer, to be sent out to you as soon as possible (subject to stock and custom production lead times).
Faulty Goods Policy:
Sadly, on occasion products can arrive faulty or become faulty over time.
If you receive any items that are faulty or becomes faulty over a 12-month period, we will happily aim to repair or replace these subject to the warranty terms and nature of the item. Note: this does not include items which have become damaged or broken due to misuse or damage sustained through accident.
No Longer Required Policy:
If you’ve changed your mind about a product, we all do it from time to time, then you can cancel your order during the lead time given. If however, your items have already been produced, or are being produced at time of cancellation, then you are not able to fully cancel your order. Partial refunds, and delivery refunds may be given but these are at the discretion of the manufacturer.
Receiving a Wrong Item:
We apologise if the wrong item reaches you and we promise to try harder in the future! This is usually due to a picking error within our warehouse shipping department. If this happens then please contact us as soon as you become aware that you have some strange items you weren’t expecting in your delivery.
Please restrain from ‘testing’ or ‘checking’ the product you have received in error.
We will confirm against your order that the product you received is not the specified item and then arrange a collection and re-delivery.
We all make mistakes, so if you are unsure if you have received the wrong item, or would like some more advice about the situation, please call or email us as soon as possible.
Replacement Items Policy:
We aim to collect incorrect or damaged items within 72 working hours, subject to delivery area and processing. We usually meet this target, but some items may take longer to collect or replace due to situations out of our control. If this happens, we will do our very best to replace the items as soon as we possibly can.
How to raise an issue:
If you need to raise an issue with your order, please email us directly on firstname.lastname@example.org with your order ID and the items that you need assistance with. If you have an issue with all the items on your order, then simply state that you want a complete order ticket and we will arrange a solution for you. If a collection needs to be arranged we will arrange a collection date that is either as soon as possible, or where possible to match your availability.