Refund policy

Return Policy

We hope you will be delighted with your order from om-se.com. European Union members have the right to withdraw from a purchase under the law within 14 days of receiving the items. You exercise your right of withdrawal by filling out this form: EU withdrawal form

Rejecting the shipment or sending the products back without informing OM-SE is not considered order cancellation, and a refund cannot be given. 

Please contact our customer service at hello@om-se.com for questions. Remember to include the Order Number in the email headline and specify the products you would like to return in the email. 

For health and hygiene reasons, returned items must be unopened, unused, and in their original condition. We reserve the right to refuse a refund if items are non-saleable. 

We always recommend that you try a new product on a small area of skin (for example, on the hand) before use to see if you get any reaction.

When returning an item, you should ensure it is securely wrapped. You are responsible for the package/items until we receive them. Keep the courier's receipt and, if applicable, the track-and-trace number. Please be aware that OM-SE will not cover shipping costs if you return an item. 

OM-SE will refund the amount of your purchase (a return handling fee of 6€ will be deducted from the refund) once the products have been received and processed by our Customer Service team. 

We monitor the number of returns made by customers. Continued returns will be flagged and may, at our discretion, lead to the closure of your OM-SE account or the refusal of future orders. If this applies to your account, we will be in touch. 

Duty of inspection and defects 

When you receive your OM-SE package, please immediately examine the shipment to establish any faulty/defective products or incorrect items. 

If your package was damaged during transportation, we encourage you to refuse the shipment and contact OM-SE customer service right away. 

If you open your package and find any faulty or defective products or incorrect items, please contact OM-SE customer service immediately at hello@om-se.com.

If the product has defects or imperfections, you may send your complaint to OM-SE before expiration. However, we encourage you to make your complaint within a reasonable time after discovering the defect/imperfection.  

Complaints procedure 

If a faulty product or OM-SE has delivered incorrect items, please email our Customer Service at hello@om-se.com. Please include the Order Number in the email headline.  

You will be asked to fill out a customer claims form regarding the issue when contacting Customer Service. 

Once our Customer Service team has received and processed the returned faulty/defective product or incorrect item, you will be notified via email. You will receive a refund of the purchase price and all delivery costs within 14 days from OM-SE's receipt of the items and to the account initially used for the purchase. 

OM-SE reserves the right to reject complaints on products that have not been used as intended or handled correctly. We do not accept complaints if more than 20% of the product has been used. If you have questions about defining faulty/defective products or incorrect items, please contact us at hello@om-se.com.