Return Policy

Customer Satisfaction Guarantee

At Omar & T®, customer satisfaction is one of our highest priorities. We are committed to delivering premium-quality products and ensuring that every customer enjoys a smooth and enjoyable shopping experience. We carefully inspect all products before dispatch to ensure they meet our quality standards.

However, we understand that, on rare occasions, an item may arrive damaged, defective, or different from what you ordered. This Return Policy explains the circumstances under which returns, exchanges, and refunds are accepted, as well as the responsibilities of both Omar & T® and our valued customers.

By making a purchase from Omar & T®, you agree to the terms outlined in this Return Policy.

1. Our 7-Day Return Policy

If you receive a product that is defective, damaged during delivery, or incorrect, you may request a return within 7 calendar days from the date you receive your order.

To qualify for a return, you must notify Omar & T® within the seven-day period. Requests submitted after this period may not be eligible for a refund or exchange unless otherwise required by applicable law.

2. Conditions for an Eligible Return

To ensure that returned products can be properly inspected and processed, all returned items must meet the following conditions:

  • The item must be unused and in the same condition in which it was received.
  • The product must be returned in its original packaging.
  • All original labels, tags, manuals, accessories, and promotional items must be included.
  • The item must not show signs of wear, misuse, washing, or alteration.
  • Customers must provide proof of purchase, such as an order confirmation, receipt, or invoice.

Failure to meet these conditions may result in the return request being declined.

3. Items Eligible for Return

We will gladly accept returns for the following situations:

Defective Products

If a product has a manufacturing defect or does not function as intended, you may request a replacement or refund.

Damaged Items

If your order arrives damaged due to shipping or handling, please contact us immediately and provide photographs of the damaged product and packaging.

Incorrect Products

If you receive an item different from what you ordered, we will arrange for the correct product to be sent or provide an appropriate refund.

4. Exchanges

We understand that sometimes a different size or colour may be required.

Exchanges are available for:

  • Incorrect clothing or footwear size.
  • Incorrect colour received.
  • Incorrect variation supplied.

All exchanges are subject to product availability. If the requested replacement is out of stock, we may offer:

  • A refund.
  • Store credit.
  • An alternative product of equal value, subject to your approval.

5. Refund Options

Once your returned item has been received and inspected, Omar & T® will notify you of the outcome of your return request.

If your return is approved, you may choose one of the following refund options:

  • Refund to your Mobile Money account (Airtel Money or MTN Mobile Money, where applicable).
  • Store credit for future purchases.
  • Replacement of the returned item, where available.

Refunds are generally processed within a reasonable period after approval, although processing times may vary depending on the payment method used.

6. Items That Cannot Be Returned

For hygiene, safety, and quality assurance reasons, the following items are not eligible for return or exchange unless they are defective or incorrectly supplied:

  • Custom-made or specially ordered products.
  • Personal hygiene items.
  • Wigs.
  • Underwear and intimate apparel.
  • Clearance, discounted, or final-sale products.
  • Gift cards or promotional vouchers (if applicable).

Please ensure you carefully review product descriptions, sizes, colours, and specifications before placing your order.

7. Return Procedure

If you wish to return an item, please follow these simple steps:

Step 1 – Contact Us

Notify Omar & T® within seven days of receiving your order. Provide your order number, proof of purchase, and a clear explanation of the issue.

Step 2 – Submit Supporting Evidence

Where applicable, send clear photographs or videos showing the defect, damage, or incorrect item received. This helps us assess your request more quickly.

Step 3 – Return the Product

If your return request is approved, you will receive instructions on how and where to return the item. Please ensure the product is securely packaged to prevent further damage during transit.

Step 4 – Inspection

Once we receive your returned item, our team will inspect it to confirm that it meets the conditions of this Return Policy.

Step 5 – Resolution

If the return is approved, we will process your refund, exchange, or replacement as quickly as possible and keep you informed throughout the process.

8. Shipping Costs

Shipping or delivery charges are generally non-refundable.

However, Omar & T® will cover the reasonable return shipping costs if:

  • We shipped the wrong product.
  • The item was defective before dispatch.
  • The product arrived damaged due to our error or our chosen courier’s handling.

If the return is due to a customer preference, such as ordering the wrong size, colour, or changing your mind, the customer will be responsible for the return shipping costs.

9. Customer Responsibilities

To help us resolve return requests quickly and fairly, customers are expected to:

  • Inspect their order immediately upon delivery.
  • Report any issues within the seven-day return period.
  • Keep the original packaging until they are satisfied with their purchase.
  • Provide accurate information when submitting a return request.
  • Return products in the condition in which they were received.

Failure to comply with these responsibilities may affect your eligibility for a refund or exchange.

10. Our Commitment to Fairness

Every return request is reviewed individually to ensure a fair outcome for both our customers and Omar & T®. We are committed to treating every customer with honesty, respect, and professionalism while protecting our business from fraudulent or abusive return claims.

Our goal is not only to resolve issues quickly but also to maintain the trust that our customers place in us.

Contact Our Customer Support Team

If you have any questions about our Return Policy or need assistance with a return, exchange, or refund, please contact our customer support team before sending any item back.

We are always ready to help and will do our best to ensure that your shopping experience with Omar & T® is smooth, reliable, and worry-free.

Thank you for choosing Omar & T®. We appreciate your trust and look forward to serving you again.