Refund policy

Returns - Key Information

• What can I return? We accept returns on anything that isn't personalised. This means any item that doesn't have a name, number, or initial applied to it. This is more generous than other company in the industry (as far as we know!). The only reason we can't accept personalised items is they are specific to you, so we wouldn't be able to sell them to anyone else.
• How do I return? To return any order, please visit your account and select the relevant order, then press 'request return' to start a return. When your return is approved, we'll issue prepaid shipping label which you can use at any post office.
• What is the charge? We deduct £5 per return (package, not item) to contribute towards costs.
  
• Faulty/wrong item - we'll replace it free of charge, always, with a 1 year warranty on Omnitau products. Just drop us an email to hello@omnitau.co.uk with the details. You can also make a warranty claim by requesting a return for it online with your account. When requesting a return under warranty, please select the reason of 'defective/damaged'. We might ask you to send us an image of the problem via email.
• Can I exchange? For ease, we ask you to return your current items and place a new order for the alternative size required. This keeps things tidy for everyone.

Omnitau Team Sports Returns Policy

We want you to be completely satisfied with your order from us, but if you are not, you can return the goods to us within 30 days of receipt, provided they are complete, in their original condition, unused, unwashed, have any tags attached and hygiene seals unbroken, and are in their original packaging. 

Please Note: We cannot accept returns of personalised goods unless they are faulty. Personalised goods are defined as those which include names or initials for a specific person, and which we are therefore unable to resell. Please see our Terms of Sale for further information.

We levy a processing fee of £5 on returns. This is a small contribution to our costs faced and does not represent the full cost of your shipping label nor the administrative cost of processing, steaming, and retagging a returned item. This fee is levied by return package not per item.

How to make a return?

To make returns easier, you can use our online self service returns portal to generate a tracked returns label free of charge. To do this:

1. Make sure your items are securely wrapped.
2. Please log in and visit your account to start a return.
3. Select the order you wish to return item(s) from and request a return.
4. When your return is approved, we'll issue prepaid shipping label which you can use at any post office.
5. Once your return label has been generated, print and attach to the outside of your parcel. (Please note if you do not have a printer, you can still use this service by using the QR code emailed to you and printing at a Post Office)
6. Your return will be via a tracked service so please keep hold of the receipt given to you as this includes your tracking code and is your proof of return.
7. The Goods are your responsibility until they reach us and we cannot provide refunds for items that are lost in the post.

If you would like to choose an alternative service, you are welcome to do so but please note we are unable to refund the postage cost of returns made via other couriers, including Royal Mail.

Ensure the following address is written on the outside of your parcel:

Omnitau Fulfilment

Unit 2 Block B

Westpark 26

Wellington

Somerset

TA21 9FN

We recommend you use a recorded delivery service as the Goods are your responsibility until they reach us. Please keep your postage receipt as proof of returns.  We cannot provide refunds for items that are lost in the post.

We still need you to request a return and receive an approval before you send the items back to us, even if you choose to use your own shipping service.

How long will it take to process my return?

Once we have received your parcel it will be checked and processed. We always aim to process returns as quickly as possible (our target is the day they come in to us), but on occasion it can take up to 14 days if, for instance, we are very busy. 

You will be notified via email has soon as your return has been processed and you can use your Royal Mail tracking link to check if we have received your parcel at our warehouse.

How and when will I get my money back?

Once your return has been processed a refund will be issued to the original method of payment. Please remember it can take three to four days after we have processed a refund payment for it to appear on your statement.

If you return an order extremely quickly, or cancel your order before it has been shipped out, our payment provider may amend or cancel the original transaction with your card provider, so a reduced or nil amount is taken from your amount. As a result, in these rare cases there is no second transaction seen on your statement with the funds returning to your account, as they were not debited in the first case.

Can I return my item for an exchange?

For convenience and traceability, we’re unable to offer exchanges. If you’d like to exchange your chosen item for a different size or item, please return your order, and then place a new order for your replacement items.

Excluded Items

Whether exercising your legal right to cancel or are returning goods under our Returns Policy, goods which are made to your unique specification or that are personalised for you, such as, but not limited to, items bearing your name, initials, logo or other personal information, or products sealed for health protection, or hygiene purposes once you have unsealed them are not eligible for a return/refund unless faulty.

Faulty Items

If you believe your item has developed a manufacturing fault over time, please email hello@omnitau.co.uk along with an image of the fault. We will then contact you as soon as possible to discuss the fault and arrange a replacement product. Replacement products will be provided free of charge, will be like for like, and will result in no cost to you. You are covered by a 1 year warranty on all Omnitau products for manufacturing faults.

In your contract with us is as a consumer, you have certain statutory rights in relation to goods that are faulty or not as described. We are under a legal duty to supply goods that are in conformity with our contract with you. These legal rights are not affected by your right of return and refund in this policy or anything else in our general Terms of Sale. Advice about your legal rights is available from your local Citizens Advice Bureau or Trading Standards Office.

Your legal right to cancel (when acting as a consumer only) - please note Omnitau's standard policy exceeds or matches your legal rights therefore this is purely for information

If you are a consumer, you have a legal right to change your mind and cancel a contract under the Consumer Contracts Regulations 2013 within the period ending 14 days after the day on which you receive the goods from us. Where your order is split into several deliveries over different days, this period ends 14 days after the day you receive the last delivery.

The right to cancel does not apply to personalised goods.

This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep goods, you can notify us of your decision to cancel the contract and receive a refund. Advice about your legal right to cancel the contract is available from your local Citizens Advice Bureau or Trading Standards Office.

If the products have already been dispatched to you or you have already received them, you must return them to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of your order to us. You will have to pay the direct cost of returning the products to us.

If you are exercising your right to change your mind and cancel the contract, you will receive a full refund of the price you paid for the products and any applicable standard delivery charges to the credit or debit card, or other payment method you used to pay. We will process the refund without delay and, in any event, not later than (a) 14 days after the day we receive back from you any products supplied; or (b) if there were no products supplied, 14 days after the day on which we receive your cancellation notification. We may withhold the refund until we have received the products back, or you have supplied evidence of having returned the products to us (whichever is the earliest).