Return & Refund Policy

Last updated: October 29, 2026

At OMNIA, we want you and your pets to be happy with every purchase. Please read the return terms below before ordering.

1. Voluntary 30-Day Return Policy

You may request a voluntary return of an eligible product within 30 calendar days after delivery, including if you change your mind. To qualify under this voluntary policy, the product should be unused other than reasonable inspection, in its original condition, and complete with essential accessories. Original packaging is appreciated but not required where mandatory law provides otherwise. Keep your order number or other proof of purchase.

2. How to Request a Return

Email homniashopify@gmail.com within the applicable return period with your order number and the item you wish to return. You do not need to give a reason for an eligible change-of-mind return. We will provide return instructions. Contact us before sending your package. For voluntary returns, please dispatch your item within 14 calendar days of receiving our return instructions unless we agree otherwise or mandatory law provides a different procedure.

3. Return Authorization and Address

Please contact us before sending anything. If a physical return is required, we will email you the return address and instructions once the return is approved, including any documentation needed for international shipping. Do not send items to any other address, including supplier or Zendrop warehouses, because we cannot guarantee that unauthorized returns will be received or refunded. Our business address is not an authorized return address.

4. Change-of-Mind Return Costs

For eligible voluntary change-of-mind returns, the customer pays the direct cost of sending the item to the return address we provide, except where mandatory law requires OMNIA to bear that cost. Our supplier does not accept change-of-mind returns for this product, so these returns are sent to us in Spain. International return postage from the United States to Spain may be substantial and could approach or exceed the purchase price, so please check the cost before you decide. You may choose a postal or carrier service, subject to reasonable shipping instructions. We recommend tracking and retaining proof of shipment. OMNIA will not deduct undisclosed handling or restocking fees from an eligible refund.

In individual cases, OMNIA may expressly authorize a refund without requiring the item to be returned. Refunds without return are not automatically available for change-of-mind requests.

5. Defective, Damaged, Incorrect, or Misdescribed Items

If your order is defective, arrives damaged, contains the wrong product, or differs materially from its description or photos on our website (for example, a different size, color, or design), please email homniashopify@gmail.com as soon as reasonably possible with your order details and a description of the issue. Photos or videos, when available, can help us resolve the issue faster, but they are not an absolute precondition for exercising mandatory consumer rights.

We may work with our fulfillment partner to review the issue. For confirmed defects, incorrect items, or misdescribed items, a physical return is generally not required. Depending on the circumstances and applicable law, OMNIA will provide a repair, replacement, refund, or other legally required remedy. If a return is necessary, OMNIA will cover the costs it is legally required to bear. Our supplier's internal claim deadlines do not reduce statutory consumer rights.

A product that matches its description but is not what you expected, for example because a different size would have suited your dog better, is a change-of-mind return under sections 1 to 4. Please check the product page, including the size information, before you order.

6. Refund Processing

Approved refunds are generally issued to the original payment method unless otherwise agreed. For voluntary returns outside a mandatory statutory withdrawal period, we aim to initiate an approved refund within 10 business days after receiving and inspecting the returned item. Where a return is expressly waived, we aim to initiate the refund within 10 business days after approval. Payment providers may take additional time to post funds. Where mandatory law requires an earlier refund or a different process, those rules take precedence.

7. Exchanges and Cancellations

For size exchanges or cancellations, contact us as soon as possible. Exchanges depend on availability and the applicable return conditions. We will try to cancel an order before dispatch, but a shipped order may need to follow the return procedure. Applicable mandatory rights are unaffected.

8. Limits of the Voluntary Policy

Where permitted by law, voluntary returns may be declined for items damaged by misuse, products used beyond reasonable inspection, missing essential components, or clearly disclosed custom-made items. Any legally valid hygiene-related exception will be applied only where appropriate. These conditions do not restrict rights concerning defective, damaged, unsafe, or misdescribed goods.

9. Mandatory Consumer Rights

This voluntary 30-day return policy is in addition to rights that cannot lawfully be waived. For eligible purchases governed by EU distance-selling rules, consumers generally have a statutory 14-day withdrawal period after receiving goods, with prescribed notification, return, and reimbursement deadlines and rules concerning the cost of returns. Where such rules or other mandatory consumer protections apply, they prevail over inconsistent parts of our voluntary policy. Nothing in this policy limits statutory remedies for defective or nonconforming goods.

10. Contact

OMNIA Customer Support
Email: homniashopify@gmail.com
Website: https://www.omniashop.es/