RETURN AND REFUND POLICY

Last Updated: February 2026

1. INTRODUCTION

This Return and Refund Policy outlines the terms and conditions for returning products purchased from OMNI ECOM LIMITED and receiving refunds. Please read this policy carefully before making a purchase.

Company Name: OMNI ECOM LIMITED

Registration Number: 77814991

Address: RM 509, 5/F THE CLOUD 111 TUNG CHAU ST TAI KOK TSUI HONG KONG

Contact Email: info@betalingsportaal.nl

2. RETURN ELIGIBILITY

2.1 General Return Requirements

Products are eligible for return if they meet ALL of the following conditions:

• Within Return Window: The product is returned within 30 days of delivery

• Unopened/Unused: The product is in original, unopened condition with all packaging intact

• Original Condition: The product shows no signs of use, damage, or wear

• Complete: All original components, accessories, documentation, and packaging are included

• Original Packaging: The product is in the original manufacturer's packaging

• With Receipt: The order confirmation/invoice is provided with the return

• Eligible Product: The product is not listed in our non-returnable items (see Section 2.3)

2.2 Return Window

Standard Return Period: 30 days from delivery date

Examples:

• Order placed: January 1

• Delivered: January 5

• Return must be initiated by: February 4

• Item must arrive to us by: February 11

EU Consumer Right of Withdrawal: EU customers have 14 days to withdraw from purchase without reason (see Section 2.5)

2.3 Non-Returnable Items

The following items are NOT eligible for return under any circumstances:

• Opened Products: Any product that has been opened or removed from original packaging

• Used Products: Any product that shows evidence of use, wear, or damage

• Damaged by Customer: Items damaged due to misuse, neglect, or improper handling

• Customized/Personalized Products: Made-to-order or custom-made items

• Final Sale Items: Products marked "Final Sale" or "No Returns" at purchase

• Clearance Items: Items purchased at clearance/reduced prices (unless defective)

• Digital Products: Software, e-books, digital downloads (non-returnable once delivered)

• Intimate Apparel: Underwear, swimwear, hosiery (for hygiene reasons)

• Perishable Items: Food, beverages, and other perishable goods

• Items Without Original Packaging: Products without original boxes or packaging

• Items with Removed Tags: Products with security tags or care labels removed

• Stolen or Fraudulently Obtained Products: Items obtained through fraud or theft

2.4 Defective or Damaged Products

If you receive a defective or damaged product:

• These are eligible for return even if opened

• You must report damage/defect within 48 hours of delivery

• Provide photos of the damage/defect

• Include proof of delivery

• We will provide a replacement or refund

2.5 EU Consumer Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receipt without providing a reason (EU Consumer Rights Directive).

Conditions:

• Product must be unused and in original condition

• All packaging and accessories must be included

• Return shipping costs are your responsibility (unless product is defective)

• For defective products, we cover return shipping

How to exercise this right:

1. Contact us within 14 days of delivery at info@betalingsportaal.nl

2. State your intention to withdraw

3. Send the product back within 14 days of notifying us

4. We will refund the purchase price within 14 days of receiving the return

3. RETURN PROCESS

3.1 Step-by-Step Return Procedure

Step 1: Initiate Return

• Contact us at info@betalingsportaal.nl

• Provide your order number

• Explain reason for return

• Attach photo of product (if claiming defect)

Step 2: Obtain Return Authorization

• We will review your request within 24-48 hours

• We will email you a Return Authorization (RA) number

• We will include the return shipping address in this email

• Return authorization is valid for 30 days from issue date

Step 3: Prepare Package

• Repackage product in original packaging if possible

• Include all original items, accessories, and documentation

• Write the Return Authorization number clearly on the package

• Do NOT use the original shipping label

Step 4: Ship Return

• You may use any shipping method (we recommend tracked/insured shipping)

• Request the return address via email to info@betalingsportaal.nl

• We will provide you with the return address in your Return Authorization email

• Keep your tracking number for proof of shipment

• We are not liable for lost return shipments

Step 5: Receive & Process

• We receive and inspect the returned item

• Inspection typically takes 3-5 business days

• We verify condition and eligibility

• We process your refund once approved

Step 6: Refund

• Approved refunds are processed within 5-7 business days

• Refund is credited to original payment method

• You will receive a refund confirmation email

• It may take 3-5 additional business days for funds to appear in your account (depending on your bank)

3.2 Contact Information for Returns

Email: info@betalingsportaal.nl

Subject Line: "Return Request - [Order Number]"

Include: Order number, reason for return, order date, any relevant photos

Response Time: We respond to return requests within 24-48 business hours

4. RETURN SHIPPING

4.1 Shipping Responsibility

For Eligible Returns:

• If product is defective, damaged, or wrong item: We cover return shipping

• If return is due to customer's choice: You pay for return shipping

For Non-Eligible Returns:

• We will deny the return and return shipping costs are your responsibility

• The product will be returned to you at your expense

4.2 Shipping Method

• You choose your shipping method and carrier

• We recommend using tracked/insured shipping (especially for high-value items)

• Keep your tracking number for proof of shipment

• International returns should be insured

4.3 Shipping Costs & Deductions

If you pay for return shipping:

• These costs are NOT refunded (standard returns)

• Shipping costs are deducted from your refund if applicable

• For defective items, return shipping is covered by us

4.4 Lost Return Shipments

If a return package is lost in transit:

• You are responsible if you did not purchase insurance

• Provide tracking information showing delivery failure

• We can investigate with carrier

• We will not process refund without proof of delivery to us

• Consider purchasing shipping insurance for high-value returns

5. REFUND AMOUNTS & PROCESSING

5.1 Refund Calculation

For Eligible Returns:

Scenario
Refund Amount




Defective/Damaged Product
Full purchase price + original shipping


Wrong Item/Seller Error
Full purchase price + original shipping


Customer Change of Mind (EU)
Full purchase price only (no shipping refund)


Customer Change of Mind (Non-EU)
Full purchase price minus return shipping

Example Calculations:

Scenario 1 - Defective Item:

• Purchase price: €50

• Original shipping: €10

• Total paid: €60

• Refund issued: €60 (full refund)

Scenario 2 - Change of Mind (EU Customer):

• Purchase price: €50

• Original shipping: €10

• Return shipping (paid by customer): €8

• Refund issued: €50

Scenario 3 - Change of Mind (Non-EU Customer):

• Purchase price: €50

• Original shipping: €10

• Return shipping (paid by customer): €8

• Refund issued: €42 (€50 - €8 return shipping)

5.2 Refund Processing Timeline

1. Return initiated: Day 1

2. Package received by us: Days 3-14 (depends on shipping method)

3. Inspection completed: Days 3-5 after receipt

4. Refund approved: Day 1 after inspection

5. Refund processed: 5-7 business days

6. Funds appear in account: 3-5 additional business days (bank dependent)

Total Time: 14-35 business days from initiating return

5.3 Partial Refunds

We may issue partial refunds if:

• Product shows signs of use or damage beyond normal inspection

• Customer failed to follow care instructions

• Missing components reduce product value

• Shipping costs are deducted from refund

We will notify you of partial refund amounts before processing.

5.4 Refund Method

• Refunds are credited to the original payment method

• We do not issue refunds to different accounts

• If original payment method is unavailable, we may arrange alternative (store credit, etc.)

• Refunds cannot be issued as cash or by separate check

6. EXCHANGES

6.1 Exchange vs. Return & Repurchase

We do not offer direct exchanges. Instead:

1. Return the original product (following standard return process)

2. Repurchase the replacement item (you will need to place a new order)

3. Once return is approved, your refund will be processed

For defective products, we may send a replacement before receiving the original return (at our discretion).

6.2 Replacement for Defective Products

If you receive a defective product:

• Contact us immediately with photos/description

• We will send a replacement at no charge

• Original item can be returned at our expense

• You may keep the defective item if we authorize destruction

7. SPECIAL CIRCUMSTANCES

7.1 Multiple Items in One Order

If your order contains multiple items:

• You may return items individually

• Each item is assessed separately for eligibility

• Different refund amounts may apply to different items

• Processing times may vary if items are shipped from different warehouses

7.2 Gift Purchases

If you received a product as a gift:

• You are still eligible for returns

• Return authorization must be obtained by the original purchaser or gift recipient

• Refund will be issued to the original payment method (may be the gift-giver's account)

• We recommend the gift-giver request the return authorization

7.3 Clearance/Sale Items

Products purchased at clearance prices:

• Generally non-returnable unless defective

• Check product description for return eligibility

• If marked "Final Sale," no returns are permitted

• Exceptions only for defective products

7.4 Out-of-Stock Items / Cancellations

If an item is out of stock after ordering:

• You can choose to wait for restock

• Request a substitute product

• Receive a full refund (including original shipping)

• If no action taken within 7 days, we will issue refund automatically

8. RETURN INSPECTION & ASSESSMENT

8.1 Inspection Process

When we receive your return, we will:

1. Verify packaging - Check if original packaging is intact

2. Verify contents - Confirm all original items and accessories are included

3. Inspect product - Check for signs of use, damage, or wear

4. Test functionality - For electronics, we verify basic operation

5. Document findings - Take photos and notes

6. Make determination - Approve or deny return

8.2 Condition Assessment

Acceptable Condition (Approve Return):

• Product appears completely unused

• Original packaging is intact and sealed

• No signs of removal from original packaging

• All original components and documentation included

• No visible scratches, dents, or damage

• Security tags/labels still intact

Unacceptable Condition (Deny Return):

• Product shows evidence of use or testing

• Packaging is opened, damaged, or resealed

• Original protective film or seals are removed

• Product has been assembled or partially assembled

• Visible scratches, dents, or damage present

• Security tags or care labels have been removed

• Accessories or components are missing

• Product smells of smoke or has stains

8.3 Dispute Resolution

If you disagree with our assessment:

1. Contact us within 7 days of receiving denial notice

2. Provide additional photos or evidence of condition

3. Explain your position clearly

4. We will conduct a second review

5. We will provide final determination within 5 business days

6. Decision is binding

9. NON-REFUNDABLE ITEMS & SITUATIONS

9.1 Items Not Eligible for Refund

Refunds are NOT provided for:

• Products that show any evidence of use

• Items with removed or damaged packaging

• Products with missing components or accessories

• Items purchased at "final sale" prices

• Digital downloads or software (once delivered)

• Personalized or customized products

• Products listed as non-returnable

• Intimate apparel (for hygiene)

• Hazardous materials

9.2 Ineligible Return Reasons

Refunds are NOT provided for:

• Buyer's remorse or change of mind (except EU 14-day withdrawal)

• Product doesn't match expectations (if description was accurate)

• Customer preference (wrong size/color ordered)

• Third-party reviews or recommendations

• Discontinued products

• Products available elsewhere at lower prices

9.3 When Refunds Are Withheld

We may withhold or reduce refunds if:

• Return is submitted after the return window

• Product shows clear evidence of use

• Shipping address is incorrect

• Return is incomplete or missing items

• Fraudulent return claim

• Violation of return policy terms

10. FRAUDULENT RETURNS & ABUSE

10.1 Return Fraud Prevention

We reserve the right to:

• Investigate suspected fraudulent returns

• Deny refunds for fraudulent claims

• Implement additional security measures

• Request additional documentation or proof

• Refuse future returns from repeat offenders

• Report fraud to authorities

10.2 Red Flags for Return Fraud

We may deny returns if:

• Multiple returns from same account in short period

• High-value items consistently returned

• Return reasons inconsistent with condition

• Suspicious return shipping patterns

• Attempt to return item purchased elsewhere

• Return does not match order description

• Return submitted months after purchase

10.3 Return Abuse Policy

Customers with patterns of return abuse:

• May have accounts restricted or closed

• May be prohibited from future purchases

• May be reported to fraud prevention agencies

• May face legal action in extreme cases

11. INTERNATIONAL RETURNS

11.1 Returns from EU Countries

EU 14-Day Withdrawal Right applies:

• 14 days from delivery to withdraw

• Return shipping is your responsibility (unless defective)

• Refund of purchase price within 14 days of receiving return

• We do not cover return shipping costs for non-defective returns

11.2 Returns from Non-EU International Customers

• Standard 30-day return policy applies

• Return shipping costs are your responsibility

• You may use any shipping method (we recommend insured/tracked)

• Customs duties on return shipment may apply

• We are not liable for items lost in international transit

• Return must arrive within 45 days of purchase

11.3 International Return Address

For international returns, email us at info@betalingsportaal.nl to request the return shipping address. We will provide you with appropriate international return instructions based on your location.

11.4 Customs & Import Duties

• You are responsible for any customs duties on return shipments

• We cannot provide customs documentation for returns

• Duties may apply even when shipping back to us

• Plan return costs accordingly for expensive items

12. WARRANTY VS. RETURNS

12.1 Product Warranty

All products come with a minimum 30-day manufacturer warranty covering:

• Defects in materials and workmanship

• Manufacturing defects

• Non-functional components

Warranty claims are separate from returns and allow for:

• Repairs at no cost

• Replacement products

• Refunds (at our discretion)

12.2 Warranty Claim Process

To claim warranty coverage:

1. Contact us at info@betalingsportaal.nl

2. Describe the defect

3. Provide photos/video of issue

4. Include proof of purchase

5. We will assess and determine remedy

12.3 Warranty vs. Return Difference

Aspect
Return
Warranty




Reason
Don't want / wrong item / defective
Product malfunction or defect


Timeline
30 days (EU: 14 days)
30 days minimum


Condition
Unused/unopened
Can be used/opened


Remedy
Refund
Repair/Replace/Refund


Who Pays Shipping
Customer (usually)
Us (if defective)

13. STORE CREDIT ALTERNATIVE

13.1 Store Credit Option

Instead of a refund, you may choose to receive store credit equal to the refund amount plus 10% bonus.

Example:

• Return value: €50

• Store credit issued: €55 (€50 + 10% bonus)

• Valid for: 1 year from issue date

• Can be used for future purchases

13.2 Store Credit Benefits

• Faster processing (immediate credit)

• Extra 10% bonus value

• No need to wait for bank processing

• Can use for multiple orders

13.3 Store Credit Terms

• Non-transferable to other accounts

• Non-refundable in cash

• Expires 1 year after issue

• Cannot be combined with other discounts

• Cannot be used on sale items (unless otherwise stated)

14. APPEALS & DISPUTES

14.1 Appeal Process

If we deny your return request:

1. Contact us within 7 days at info@betalingsportaal.nl

2. Provide evidence - Photos, documentation, explanation

3. Request review - Clearly state why you believe return should be accepted

4. We respond - Within 5-7 business days

5. Final decision - We will confirm approval or uphold denial

14.2 Escalation

If you remain unsatisfied:

• EU customers: File complaint with national consumer authority

• All customers: Contact our management team for escalation

• Small Claims: File in local small claims court if amount qualifies

14.3 Dispute Resolution

For unresolved disputes:

• We will attempt good faith negotiation

• Either party may pursue mediation through neutral third party

• Disputes are subject to our Terms and Conditions governing law (Hong Kong)

• EU consumers retain rights under EU consumer protection laws

15. ENVIRONMENTAL RESPONSIBILITY

15.1 Sustainable Returns

• We encourage you to use eco-friendly return packaging

• Please reuse boxes or use recycled materials

• Minimize packaging materials when possible

• We restock returned items when eligible (reducing waste)

15.2 Return Disposition

Returned items are:

• Inspected and cleaned

• Restocked for resale (if in perfect condition)

• Offered to others (reducing waste)

• Recycled or disposed responsibly (if unsaleable)

16. CONTACT & SUPPORT

For questions about returns or refunds:

Email: info@betalingsportaal.nl

Mailing Address: RM 509, 5/F THE CLOUD 111 TUNG CHAU ST TAI KOK TSUI HONG KONG

Response Time: 24-48 business hours

Common Questions:

• Q: Can I return an opened product?
  
  A: No, unless defective. Product must be unopened and unused.

• Q: How long do refunds take?
  
  A: 14-35 business days from initiating return, depending on shipping and processing time.

• Q: Do I have to pay for return shipping?
  
  A: Not if product is defective. For other returns, typically yes (unless EU customer within 14 days).

• Q: Can I exchange for a different size/color?
  
  A: No direct exchanges. Return first, then repurchase.

• Q: What if I never received my item?
  
  A: Contact us immediately. This is not a return—we will investigate and send replacement or refund.

17. POLICY UPDATES

We reserve the right to modify this Return and Refund Policy at any time. Changes will be posted on our website with an updated "Last Updated" date. Continued purchasing constitutes acceptance of updated terms.

18. LEGAL COMPLIANCE

18.1 EU Consumer Rights

This policy complies with EU Consumer Rights Directive (2011/83/EU):

• 14-day right of withdrawal

• Right to return without penalty (except return shipping)

• Clear return procedures and deadlines

• Refund processing within 14 days

18.2 Consumer Protection

We comply with consumer protection laws in all jurisdictions where we operate. Customers retain all statutory consumer rights regardless of this policy.

END OF RETURN AND REFUND POLICY