Refund & Cancellation Policy
Last updated: November 3, 2026
At OM XR, we strive to ensure that every customer receives their products in excellent condition and enjoys a seamless digital experience. Please read this Refund and Cancellation Policy before placing an order.
1. Order Cancellation
- Customers may request cancellation before their order has been dispatched.
- Once an order has been shipped, cancellation may no longer be possible.
- Approved cancellations will be refunded to the original payment method.
- Refund processing timelines may vary depending on the payment provider and bank.
2. Damaged or Defective Products
If your product arrives damaged, defective or physically compromised, please contact our support team within 48 hours of delivery. Please provide your order ID, clear photographs of the damaged product, photographs of the outer packaging and an unboxing video, if available. After reviewing the complaint, OM XR may offer an appropriate replacement or refund, depending on the circumstances.
3. Incorrect Products
If you receive a product different from what you ordered, please notify us within 48 hours of delivery. Once verified, we will arrange an appropriate replacement or refund.
4. Digital Experience Issues
If you experience difficulties accessing digital content, ensure your internet connection is active, check whether your device supports the required experience, follow the product instructions and contact our support team if the issue persists. Our team will assist in troubleshooting. Where a digital access issue cannot be resolved, we will review the case and determine an appropriate remedy.
5. Non-Returnable Situations
- Products damaged due to customer mishandling after delivery.
- Products altered, modified or misused by the customer.
- Requests based solely on a change of mind, where the product is correctly supplied and free from defects.
- Issues arising from unsupported devices or inadequate internet connectivity, where the product and digital service are otherwise functioning as described.
These exclusions do not affect any rights available to consumers under applicable law.
6. Refund Processing
- Once approved, refunds will generally be initiated to the original payment method.
- The time taken for the amount to reflect depends on the payment gateway and banking institution.
- Customers will be notified when the refund has been initiated.
7. Return Shipping
If a return is approved because of an incorrect, defective or damaged product, OM XR will communicate the return or replacement shipping arrangements. For other approved returns, shipping arrangements and applicable costs will be communicated separately.
8. Contact for Refund Requests
For cancellation, refund or replacement requests, contact our support team through our Contact Us page. Please mention your order ID in all communications.