Refund & Returns
At OMSDelhi, we make every reasonable effort to ensure that orders are checked, packed, and processed carefully before shipment. Our dedicated team reviews orders before dispatch to help minimize errors.
However, in the event that you receive an incorrect, expired, or damaged product, we will review the issue and provide an eligible refund or replacement in accordance with the conditions outlined below.
1. When Can You Request a Refund or Replacement?
You may contact us if:
You receive an expired product.
You receive a damaged product.
You receive a product different from the one ordered.
Your order is lost or damaged during transit, subject to the conditions below.
Important: Damaged Delivery
Please inspect the outer package at the time of delivery.
If the package or product appears visibly damaged at the time of delivery, we strongly recommend refusing the shipment and not accepting the damaged package.
If a visibly damaged shipment is accepted, OMSDelhi may not be able to guarantee a refund or replacement because the condition of the shipment at the time of delivery may become difficult to verify.
If possible, take photographs or videos of the package and shipping label and contact our customer support team immediately.
2. Conditions for Returns
A return may be accepted only after approval from OMSDelhi.
For an eligible return:
The product must be unused and in its original condition.
The original packaging, labels, price tags, and barcode should be intact where applicable.
For products supplied in strips, only complete and unopened strips may be eligible for return.
The product must not have been altered, damaged, opened, or used after delivery.
Customers should not send any product back without receiving return instructions from OMSDelhi.
Certain products may be non-returnable because of hygiene, safety, personal-use, healthcare, or regulatory considerations.
3. How to Request a Refund or Return
To request a refund, return, or replacement, contact our customer support team through:
WhatsApp & Phone: +91 9266211399
Email: info@oms99.com
Please provide:
Order number
Registered contact number
Product name
Reason for the request
Relevant photographs or videos, where applicable
Our team will review the request and inform you of the next steps.
4. Refund Method
Where a refund is approved, the refund will generally be processed through the original payment method used for the order.
The time required for the refunded amount to appear in your account may vary depending on the payment gateway, bank, or financial institution.
For eligible refunds processed through the applicable payment system, customers should generally allow approximately 2–3 working days after the refund has been initiated, subject to the processing time of the relevant bank or payment provider.
5. Order Cancellation
OMSDelhi may source products from vendors based on individual customer orders. Because products may be arranged specifically for an order, cancellation is subject to the stage at which the order has been processed.
Cancellation Before Product Arrangement
If a cancellation request is received before the product has been arranged from the vendor, the order may be cancelled subject to a cancellation charge of:
₹100 or 10% of the order amount, whichever is higher.
This charge may apply because vendors may not accept the return of products once they have been arranged specifically for the customer.
Cancellation After Product Arrangement or Shipment
Once the product has been arranged from the vendor or the order has been shipped, order cancellation may no longer be available.
Customers should therefore contact OMSDelhi as soon as possible if they wish to cancel an order.
6. Cancellation Refunds & Transaction Charges
Where an eligible cancellation is approved, the refund amount may be lower than the original amount paid because applicable cancellation charges and/or payment transaction charges may be deducted.
For cancellations processed through the applicable payment gateway, a transaction charge of approximately 1–3% may apply where applicable.
The exact amount deducted may depend on the payment method, payment gateway, and circumstances of the cancellation.
7. Cancellation Refund Processing Time
Once an eligible cancellation refund has been initiated through the applicable payment gateway, it may take approximately 5–7 working days, excluding Saturdays, Sundays, and public holidays, for the amount to be credited to the original payment account.
Actual processing times may vary depending on the bank, payment gateway, or financial institution.
OMSDelhi does not control the processing time taken by banks or third-party payment providers after a refund has been initiated.
8. Liquid Products
OMSDelhi takes reasonable precautions when packing liquid products and uses appropriate packaging and shipping arrangements.
However, liquid products may carry an inherent risk of leakage or damage during transportation despite careful packaging.
Where a liquid product is damaged during transit, the matter will be reviewed based on the condition of the shipment and available evidence.
Customers should contact OMSDelhi promptly if they receive a damaged liquid product and provide photographs or videos of the package, product, and shipping label where possible.
Any refund or replacement will be subject to our assessment and the applicable terms of this policy.
9. Products That May Not Be Returnable
For health, hygiene, safety, personal-use, or regulatory reasons, certain products may not be eligible for return once delivered or opened.
These may include:
Opened or used personal-use products
Opened sexual wellness products
Used or partially used products
Products with broken or removed seals
Products without original packaging
Products damaged after delivery due to misuse or improper handling
Products specifically identified as non-returnable
Where applicable, product-specific return restrictions may be communicated on the relevant product page or before order processing.
10. Customer Responsibility
Customers are responsible for providing accurate:
Name
Mobile number
Email address
Billing information
Shipping address
Incorrect or incomplete information may result in delivery problems, delays, or additional shipping costs.
Customers should also carefully check the product information, specifications, quantity, and other details before placing an order.
11. International Orders
International orders may be subject to customs requirements, import restrictions, duties, taxes, and other regulations in the destination country.
Customers are responsible for ensuring that products ordered can legally be imported into their destination country.
Refunds for international orders may be affected by shipping charges, customs charges, duties, taxes, courier charges, or other costs already incurred.
12. No Refund Without Verification
Refunds, returns, and replacements are not automatically guaranteed merely because a request has been submitted.
OMSDelhi may review the order details, product condition, photographs, videos, packaging, shipping information, and other relevant information before approving a refund or replacement.
Where necessary, additional information or evidence may be requested from the customer.
13. Contact Us
If you have a question, complaint, or concern regarding an order, refund, return, cancellation, or any other service provided by OMSDelhi, please contact our customer support team.
WhatsApp & Phone: +91 9266211399
Email: info@oms99.com
Please keep your order number available when contacting us so that our team can assist you more efficiently.