Refund and Returns Policy

This Refund and Returns Policy (the “Policy”) applies to all purchases made through the website omerx.shop (the “Website”) operated by Massive W Culture Media Limited (hereinafter referred to as “we”, “us”, or “our”). The Website is dedicated to the sale of craft ornaments, and we are committed to providing high-quality products and transparent after-sales services. This Policy explains the terms and conditions for refunds, returns, and exchanges of products purchased from our Website, in compliance with applicable consumer protection laws, including but not limited to the General Data Protection Regulation (GDPR), the Consumer Rights Act 2015 (UK), and relevant local regulations.

By placing an order through our Website, you acknowledge that you have read, understood, and agreed to the terms of this Policy. If you have any questions about this Policy before making a purchase, please contact our customer service team using the contact information provided at the end of this Policy.

1. Definitions

Product(s): Craft ornaments sold on the Website, including but not limited to handcrafted decorations, artisanal figurines, and custom-made craft pieces.
Order: A request made by you to purchase Products through the Website, confirmed by us via order confirmation email.
Return: The process of you sending back a purchased Product to us for a refund, exchange, or repair.
Refund: The return of the purchase price (or a portion thereof) to you after we receive and verify the returned Product, in accordance with the terms of this Policy.
Exchange: The process of replacing a returned Product with another Product of the same or similar value, subject to availability.
Damaged/Defective Product: A Product that is broken, cracked, chipped, or otherwise damaged upon delivery, or has a manufacturing defect that affects its appearance, functionality, or quality (excluding damage caused by improper handling, storage, or use after delivery).
Change of Mind: A situation where you wish to return a Product without any defect, simply because you no longer want it or it does not meet your expectations (subject to applicable restrictions).

2. Eligibility for Returns and Refunds

To be eligible for a return, refund, or exchange, the following conditions must be met:

The return request must be submitted within the specified time frame (see Section 3 below).
The Product must be in its original condition, with all original packaging, tags, and accessories intact (unless the Product is damaged or defective upon delivery).
The Product must not have been used, modified, or damaged by you (excluding damage caused during delivery).
You must provide a valid order number and proof of purchase (e.g., order confirmation email).
Custom-made or personalized craft ornaments are eligible for return only if they are damaged, defective, or do not match the customization requirements you provided (see Section 7 for details).

The following Products are not eligible for return or refund, unless they are damaged or defective upon delivery:

Products that have been used, modified, or damaged by you after delivery.
Products without their original packaging, tags, or accessories.
Custom-made or personalized Products that match the customization requirements you provided.
Products that are clearly marked as “Final Sale” or “Non-Returnable” on the Website.

3. Return Time Frames

We offer different return time frames based on the reason for the return, in line with applicable consumer protection laws:

Damaged/Defective Products: You must notify us of any damaged or defective Products within 48 hours of receiving your order. The return request must be submitted within 7 calendar days of delivery, and the Product must be shipped back to us within 14 calendar days of notifying us. This ensures we can promptly investigate the damage/defect and process your request efficiently.
Change of Mind: You have the right to return Products for a refund or exchange within 30 calendar days of receiving your order, in line with the UK Consumer Rights Act 2015 and similar regulations in other regions. The Product must be returned to us within 14 calendar days of submitting the return request.
Custom-made/Personalized Products: You must notify us of any issues (damage, defect, or mismatch with customization requirements) within 48 hours of receiving your order, and submit the return request within 7 calendar days of delivery.

If you fail to submit the return request or ship the Product back within the specified time frames, we reserve the right to refuse your return, refund, or exchange request.

4. Return Process

To initiate a return, please follow these steps carefully, especially given the fragile nature of craft ornaments:

Submit a Return Request: Contact our customer service team via email or phone (see Section 11) and provide the following information: order number, product name, reason for return (damaged, defective, change of mind, etc.), and clear photos/videos of the Product (especially for damaged or defective items, to help us assess the issue quickly).
Receive Return Authorization: After reviewing your request, we will send you a Return Authorization (RA) number via email within 3 business days. This number is required for processing your return, so please include it on the outside of the return package.
Package the Product: Properly package the Product to prevent damage during shipping. We recommend using the original packaging (if available) and adding extra padding (e.g., bubble wrap, foam) to protect the craft ornament. For damaged or defective Products, please retain all original packaging and any damaged parts, as this may be required for our investigation.
Ship the Product Back: Ship the packaged Product to the return address provided in the RA email, along with the RA number. You are responsible for the return shipping cost, unless the return is due to a damaged, defective, or incorrect Product (in which case we will reimburse the reasonable return shipping cost upon receiving and verifying the return).
Track Your Return: Keep the tracking number for your return shipment, as we are not responsible for lost or damaged return packages. We recommend using a tracked and insured shipping service, given the fragile nature of craft ornaments.

5. Refund Process

Once we receive your returned Product, we will inspect it within 5 business days to verify its condition and eligibility for a refund. The refund process will vary based on the reason for the return:

Damaged/Defective Products: If the Product is confirmed to be damaged or defective upon delivery, we will process a full refund (including the original shipping cost) to your original payment method. We may also offer you an exchange for the same Product (if available) instead of a refund, at your option.
Change of Mind: If the Product is in its original condition and eligible for a change of mind return, we will process a full refund of the purchase price (excluding the original shipping cost). The refund will be issued to your original payment method.
Incorrect Product: If we accidentally sent you the wrong Product, we will process a full refund (including original and return shipping costs) or send you the correct Product at no additional cost, at your option.

Refunds may take 3-7 business days to appear in your account, depending on your payment method and bank processing times. We will notify you via email once the refund has been processed.

Note: We do not offer cash refunds unless the original payment was made in cash (which is not applicable for online purchases). All refunds will be issued to the original payment method used for the order.

6. Exchange Process

If you wish to exchange a Product (e.g., for a different size, color, or design), please follow the return process outlined in Section 4 and indicate your exchange request when submitting the return request. The following conditions apply to exchanges:

The exchanged Product must be in stock. If the Product is out of stock, we will offer you a refund instead, or notify you when the Product becomes available (if you wish to wait).
If the exchanged Product has a higher value than the returned Product, you will be required to pay the difference before we ship the exchanged Product.
If the exchanged Product has a lower value than the returned Product, we will refund the difference to your original payment method.
We will cover the shipping cost of the exchanged Product to you, unless the exchange is due to a change of mind (in which case you will be responsible for the shipping cost of the exchanged Product).

Once we receive and verify the returned Product, we will ship the exchanged Product within 3-5 business days (if in stock).

7. Custom-Made and Personalized Products

Custom-made and personalized craft ornaments are made to your specific requirements, so they are subject to additional return restrictions:

Custom-made/Personalized Products are eligible for return only if they are damaged, defective, or do not match the customization requirements you provided (e.g., incorrect engraving, wrong color, or different design than ordered).
To request a return for a custom-made/Personalized Product, you must provide clear photos/videos of the Product showing the damage, defect, or mismatch, along with your original customization instructions.
If the Product is eligible for return, we will offer you a full refund, a replacement (if possible), or a partial refund (depending on the extent of the issue), at our discretion.
We are not responsible for errors in customization instructions provided by you (e.g., misspelled names, incorrect design choices).

8. Damaged During Shipping

Craft ornaments are fragile, and we take great care to package them securely. However, if your order is damaged during shipping, please follow these steps:

Inspect the package upon delivery and note any visible damage to the packaging or Product on the delivery receipt (if signed for in person).
Take clear photos/videos of the damaged packaging and Product within 48 hours of delivery.
Contact our customer service team immediately to report the damage, providing your order number, photos/videos, and delivery receipt (if applicable).

We will investigate the damage and, at our discretion, offer you a full refund, a replacement Product, or a partial refund. We may also require you to return the damaged Product to us (at our expense) for inspection.

9. Cancellations

You may cancel your order before it is shipped, subject to the following conditions:

To cancel an order, contact our customer service team immediately with your order number. We will confirm the cancellation via email.
If the order has not been shipped, we will process a full refund within 3-7 business days.
If the order has already been shipped, you will need to follow the return process outlined in Section 4 once you receive the Product.
Custom-made or personalized Products cannot be canceled once production has started (we will notify you when production starts via email).

10. “Only Refund Without Return” Policy

In line with recent industry adjustments and regulatory guidance, we may offer an “only refund without return” option in specific circumstances, to balance consumer convenience and商家权益. This option will be offered at our discretion, and applies only to the following scenarios:

The Product is a low-value craft ornament (valued at less than $20) and is damaged or defective, making return shipping cost-prohibitive.
The Product is damaged during shipping, and the damage is severe (e.g., completely broken), making return unnecessary.

If we offer the “only refund without return” option, we will notify you via email, and the refund will be processed within 3-7 business days. You will not be required to ship the Product back to us, and you may keep or dispose of the damaged/defective Product at your discretion.

Note: We reserve the right to limit the “only refund without return” option to trusted customers and may require additional verification for suspicious requests, to prevent abuse of this policy.

11. Dispute Resolution

If you are dissatisfied with our handling of your return, refund, or exchange request, please contact our customer service team to resolve the issue amicably. We will work with you to find a fair solution within 5 business days of receiving your complaint.

If we are unable to resolve the dispute directly, you may pursue alternative dispute resolution (ADR) through a certified third-party mediator, in line with applicable laws. You also have the right to contact your local consumer protection agency for assistance.

12. Contact Us

For any questions, concerns, or requests related to returns, refunds, or exchanges, please contact our customer service team at:

Company Name: Massive W Culture Media Limited

Website: omerx.shop

13. Changes to This Policy

We may update this Policy from time to time to reflect changes in our after-sales practices, applicable laws and regulations, or industry standards (including adjustments to “only refund” rules). When we make changes to this Policy, we will update the “Last Updated” date at the top of this page and publish the revised Policy on the Website. We recommend that you review this Policy regularly to stay informed about our return and refund terms.

Your continued use of the Website and purchase of Products after the revised Policy is published constitutes your acceptance of the changes.