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Product Return Instructions Step by Step
If you need to return device(s) to Omply, please follow the instructions below. This helps us process your return efficiently and support a refund or replacement where applicable.
1. Right of Return and Eligibility
If you are a consumer, you have a statutory 14-day right of withdrawal starting from the day you receive the product.
For hygiene and medical safety reasons, returns cannot be accepted if the device is:
- Used, unclean, or damaged
- Returned with a broken seal or opened original packaging
- Missing original accessories or instructions
If these conditions are not met, Omply may reject the return or apply a deduction for diminished value.
Please note that business customers do not automatically have a right of return.
2. How to Start a Return
Before sending anything back, please contact Customer Service to authorize the return.
You can submit your return request in either of the following ways:
- Create a return request through your Shopify account
- Contact Customer Service at support@omply.com
Please include the following information in your request:
- Full name
- Original order number
- Contact information
- Product(s) being returned
- Serial number of each returned product
- Whether you are requesting a replacement device, partial refund, or full refund
- Reason for the return
If the device was damaged during shipment, please also include photos of the damaged packaging.
3. Return Instructions
After reviewing your request, our team will provide the exact return address and shipping instructions.
When preparing your return:
- Pack the product(s) securely in the original box
- Add protective material, such as paper or other cushioning, if needed
Omply is not responsible for damage caused during return shipping if the package was not packed securely enough.
Please note that the customer is responsible for return shipping costs.
4. Tracking Your Return
You can follow the return process in the Shopify Return View.
Customer Service will contact you only if additional information is required.
5. Refunds and Processing Time
If the return meets the required criteria, the refund will be issued to your original payment method after the returned item has been received and inspected.
Refund processing usually takes 1–2 weeks.
Omply may withhold the refund until the returned product’s condition has been received and verified.