Effective date: 18 September 2026
At OmniGriffin, we want customers to receive products that match their order and meet the quality standards described on our website. This policy explains when a product may be returned, exchanged, replaced, or refunded.
This policy should be read together with our Shipping Policy.
A return or exchange request must be submitted within 7 calendar days of delivery.
The delivery date shown by the courier’s tracking or delivery confirmation will be used to calculate this period.
Requests received after 7 calendar days may not be accepted unless the product has a defect that could not reasonably have been discovered during the initial inspection period.
Submitting a request does not automatically approve the return. The request must first be reviewed and authorized by OmniGriffin.
A product may be eligible for return, replacement, exchange, store credit, or refund if:
The wrong product was delivered;
The product arrived damaged;
The product has a verified manufacturing defect;
An item or component included in the order is missing;
The product materially differs from its confirmed description; or
An unused and eligible standard product is being returned under our change-of-mind terms.
The appropriate resolution will depend on the nature of the issue, available inventory, and the condition of the returned product.
To qualify for a return or exchange, the product must ordinarily be:
Unused and unworn;
Unwashed and unaltered;
Free from stains, odours, dust, hair, or other signs of use;
Returned with its original tags, labels, accessories, and packaging;
Packed securely to prevent damage during return delivery; and
Accompanied by valid proof of purchase.
Customers may carefully inspect the product after delivery. However, using the product beyond what is reasonably necessary for inspection may make it ineligible for return.
OmniGriffin may refuse a return if the product is used, damaged after delivery, improperly packed, altered, washed, repaired, or returned incomplete.
For eligible standard products, a customer who changes their mind may request:
An exchange for another available product; or
Store credit for the approved value of the returned product.
A cash refund is not normally offered for a change-of-mind return.
The customer is responsible for:
Return shipping charges;
Any new delivery charge for an exchanged product; and
Any difference in price between the original and replacement products.
The original shipping charge and any Cash on Delivery, payment processing, or handling charges are non-refundable in a change-of-mind return.
The product must satisfy all return condition requirements and pass inspection before an exchange or store credit is approved.
Limited-edition, collectible, numbered, customized, personalized, made-to-order, or specially reserved products are considered final sale.
These products cannot be returned or exchanged because of a change of mind, personal preference, or failure to review the product details before ordering.
They remain eligible for review if:
They arrive damaged;
They have a verified manufacturing defect;
The wrong product was delivered; or
The order is incomplete.
Where replacement stock for a limited-edition product is unavailable, OmniGriffin may offer a repair, appropriate store credit, or refund, depending on the circumstances.
Discounted, clearance, final-sale, or promotional products cannot ordinarily be returned because of a change of mind unless the applicable offer expressly states otherwise.
This restriction does not remove the customer’s right to report an incorrect, damaged, incomplete, or defective product.
A damaged, defective, incorrect, or incomplete order should be reported within 48 hours of delivery.
The customer should provide:
Their name and order number;
A description of the issue;
Clear photographs of the product;
Photographs of the external and internal packaging;
A photograph of the courier shipping label; and
An unboxing video, where available.
An unboxing video is strongly recommended because it helps us distinguish shipping damage, missing contents, and post-delivery damage. However, each claim will be assessed using all reasonably available evidence.
The customer must retain the product and its complete packaging until the claim is resolved.
Customers should not use, wash, repair, alter, or dispose of a disputed product before receiving instructions from OmniGriffin.
Unless materially different from the product description or approved reference, the following are not normally considered defects:
Minor variations in colour caused by lighting, photography, or screen settings;
Natural differences in fabric texture, grain, weave, or shade;
Small variations associated with handmade or limited-production items;
Minor measurement differences within a reasonable manufacturing tolerance;
Loose removable threads that do not affect construction;
Normal creasing caused by packing or transportation;
Wear and tear arising from use;
Damage caused by overloading, improper storage, washing, misuse, abrasion, sharp objects, chemicals, moisture, heat, or unauthorized repairs; or
A personal preference regarding colour, feel, dimensions, or appearance when these details were disclosed before purchase.
Before sending a product back, the customer must contact OmniGriffin and obtain return authorization and instructions.
The return process is:
Contact OmniGriffin within the applicable reporting period.
Provide the order details and requested photographs or evidence.
Wait for return approval and return instructions.
Pack the product securely with all included items and packaging.
Send the parcel using the approved method.
Retain the courier receipt and tracking number until the matter is resolved.
Unauthorized or cash-on-delivery return parcels may be refused.
Returning a product without prior approval does not guarantee an exchange, store credit, or refund.
If OmniGriffin confirms that the product is defective, damaged on arrival, incorrect, or incomplete, OmniGriffin will arrange or reimburse reasonable standard return shipping, as applicable.
If the return is due to a change of mind, preference, incorrect selection, inability to use the product, or an address or ordering mistake made by the customer, the customer must pay the return and redelivery costs.
Express, premium, or independently arranged return charges will not be reimbursed unless approved in advance.
Until a returned product reaches OmniGriffin, the customer remains responsible for packaging it securely and following the approved return instructions.
For customer-arranged returns, we recommend using a traceable courier service.
OmniGriffin is not responsible for a return parcel that is lost or damaged because of inadequate packaging, an incorrect return address, or use of an unauthorized delivery method.
Returned products are inspected after receipt.
Inspection normally takes 2–5 working days, although additional time may be required during sales, product launches, public holidays, courier disruption, or emergency conditions.
After inspection, the customer will be informed whether the return has been:
Approved;
Partially approved;
Rejected; or
Referred for further verification.
If a return is rejected because the product does not meet the policy requirements, the customer may be required to pay delivery charges to have the product sent back.
Approved exchanges depend on product availability.
An exchange item will normally be dispatched after:
The original product has been received and inspected;
The exchange has been approved;
Any price difference has been paid; and
Any applicable delivery charge has been settled.
If the requested replacement is unavailable, the customer may select another eligible product, accept store credit, or receive another remedy offered under this policy.
Unless the original item was defective or incorrect, only one exchange per product is permitted.
Approved store credit will be issued for the eligible product value after inspection.
Store credit:
Is issued to the original customer;
Cannot normally be converted into cash;
Cannot be transferred or resold;
Must be used through OmniGriffin; and
May be subject to a stated validity period communicated when issued.
Original shipping charges and other non-refundable fees are not included unless the return resulted from an error by OmniGriffin.
A monetary refund may be approved when:
A prepaid order is cancelled before dispatch;
A defective or incorrect product cannot reasonably be replaced;
A replacement for a limited-edition product is unavailable;
A prepaid parcel is officially confirmed as lost;
OmniGriffin is unable to fulfil the confirmed order; or
OmniGriffin determines that a refund is the most appropriate resolution.
Change-of-mind returns are eligible for exchange or store credit, not a monetary refund.
Where OmniGriffin is responsible for the issue, an approved refund may include:
The amount paid for the affected product; and
The standard shipping charge attributable to that product, where appropriate.
Where the customer is responsible for the return, the following may be deducted:
Original shipping charges;
Return shipping charges;
Cash on Delivery charges;
Non-refundable payment processing charges;
Handling costs resulting from a refused or failed delivery; and
Any reduction in value caused by missing packaging, accessories, or unauthorized handling.
No deduction will be made for costs caused by a verified error by OmniGriffin.
Approved refunds will normally be processed within 7–10 working days after approval.
Refunds for prepaid orders will generally be sent through the original payment method where reasonably possible.
Cash on Delivery refunds, where approved, may be transferred to a verified bank account, Easypaisa account, JazzCash account, or another mutually agreed payment method.
The customer is responsible for providing accurate refund information. OmniGriffin is not responsible for a payment sent to incorrect account details supplied by the customer.
After a refund is issued, additional time may be required for the bank, wallet provider, card issuer, or payment processor to credit the amount.
A customer may request cancellation before dispatch.
A cancellation request is not confirmed until acknowledged by OmniGriffin.
Once an order has been dispatched, it cannot normally be cancelled. The customer must receive the parcel and, if eligible, follow the return procedure.
Refusing a Cash on Delivery parcel is not treated as an approved cancellation. Shipping, return, and handling charges may become payable, and future orders may require advance payment.
For personalized, made-to-order, or specially reserved products, cancellation may not be possible once production, customization, or procurement has started.
No monetary refund is due for an unpaid Cash on Delivery order that is cancelled before delivery because no payment has been collected.
If a customer has paid for a Cash on Delivery parcel and the return is approved, the refund will be arranged through a verified electronic payment method.
Repeated refusal of confirmed Cash on Delivery orders may result in Cash on Delivery being unavailable for future purchases.
A refund can normally be issued only to the original purchaser.
If an eligible product was received as a gift, the recipient may be offered an exchange or store credit after the order and purchaser details are verified.
OmniGriffin may reject or investigate a claim where there is reasonable evidence of:
Product substitution;
False damage claims;
Deliberate product damage;
Altered photographs or documents;
Repeated excessive returns;
Missing contents after delivery;
Misuse of Cash on Delivery; or
Any attempt to obtain duplicate refunds, replacements, or credits.
This provision will be applied reasonably and will not affect genuine customer claims.
Return collections, inspections, exchanges, and refunds may be delayed by floods, severe weather, earthquakes, road closures, strikes, public disturbance, security restrictions, courier disruption, government orders, or other circumstances beyond our reasonable control.
We will continue processing the request as soon as normal operations resume and will keep the customer informed where reasonably possible.
OmniGriffin may update this policy when its products, courier arrangements, payment methods, or operational requirements change.
The policy displayed when an order is placed will normally apply to that order, except where a later change provides the customer with more favorable terms.
To request a return, exchange, replacement, store credit, cancellation, or refund, contact OmniGriffin through the contact information displayed on our website.
Please provide your name, order number, registered telephone number, reason for the request, and the supporting information described in this policy.