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We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

We only accept returns/refunds if the item arrived damaged or defective due to our fault or the carrier’s—see “Damaged or Defective” below. Not eligible: used items, items with scratches/stains/odors, missing packaging/parts, or damage caused by improper handling/install. 

Customers are responsible for return shipping. We can provide a prepaid label and deduct the cost from your refund, or you may ship with your own carrier (trackable service required)


How to start a return

  1. Email info@theoomlab.store  with your order #, reason, and photo (item + packaging).
  2. We’ll confirm eligibility and send a return authorization (and an optional prepaid label with the cost shown)
  3. Pack securely in the original carton. We’re not responsible for damage that occurs in transit due to improper repacking.
  4. Ship within 7 days of authorization. Please note that returns will need to be sent to the following address: [2679 Milhon CT, San Jose, CA 95148] 

    Items sent back to us without first requesting a return will not be accepted.

    You can always contact us for any return question at info@theoomlab.store 


Damages and Defective
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), used items, items with scratches/stains/odors, missing packaging/parts, or damage caused by improper handling/install. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to place a new order, then return the original following this policy.

 

International 14 days cooling off period
Notwithstanding the above, if the merchandise is being shipped outside of the US, you have the right to cancel or return your order within 14 days under the same rules; customers cover return shipping + any duties/taxes on the return.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at info@theoomlab.store