Returns & Refunds Policy
Customer Satisfaction Guaranteed
Last Updated: July 16, 2025
Your Satisfaction is Our Priority
At Omercatus, we believe in building lasting relationships with our customers through exceptional service and transparent policies. Our comprehensive returns and refunds policy exceeds UK consumer law requirements, ensuring you shop with complete confidence and peace of mind.
30-Day Returns
Generous 30-day return window for all eligible items, exceeding UK consumer law requirements. Shop with confidence knowing you have ample time to evaluate your purchase.
Full Refunds
Complete refund processing within 5-7 business days, including full purchase price, taxes, and original shipping costs for our errors.
Free UK Returns
Complimentary return shipping for all UK customers with prepaid labels. No hidden costs or restocking fees for standard returns.
Return Conditions & Requirements
Original Packaging Required
All items must be returned in their original packaging with all tags, labels, and protective materials intact. This ensures the item maintains its resale value and can be offered to other customers.
Unused Condition
Returned items must be in pristine, unused condition with no signs of wear, damage, or alteration. Items showing use may be subject to a restocking fee.
30-Day Window
Returns must be initiated within 30 days of delivery. After this period, items may only be returned if faulty or misdescribed under UK consumer law.
Non-Returnable Items
For safety and security reasons, these items cannot be returned unless faulty:
- Custom or personalized items
- Digital downloads and software
- Gift cards and vouchers
- Items marked as non-returnable
- Items that have been installed or modified
- Items that cannot be safely resold
Simple 3-Step Return Process
Step 1: Contact Us
Reach out to our dedicated customer service team via email or phone. Provide your order number and reason for return. We’ll guide you through the process.
Step 2: Package & Ship
Securely package your item in its original packaging and use our prepaid return label. Drop off at any Royal Mail location or arrange collection.
Step 3: Receive Refund
Once we receive and inspect your return, we’ll process your full refund within 5-7 business days to your original payment method.
Your Consumer Rights
Your statutory rights under the Consumer Rights Act 2015 are fully protected. This policy enhances, not restricts, your legal entitlements.
Faulty Items
You have the right to return faulty items for a full refund, replacement, or repair, regardless of our return window.
Misdescribed Items
Items that don’t match their description or are not fit for purpose can be returned for a full refund at any time.
Contact & Customer Support
Our dedicated customer service team is here to assist you with any questions about returns, refunds, or your order. We’re committed to providing exceptional support and ensuring your complete satisfaction.Business Hours & Address
Hours: Monday – Friday, 9:00 AM – 6:00 PM GMT
Address: 140 Tottenham Court Road, London W1T 7NE, United Kingdom