Refund Policy

1. Return Window

Customers may request a return within 30 days from the date the parcel is marked as delivered by the carrier.

All returns require pre-authorization. Please contact our customer support team at service@omorioi.com before sending any items back. Unsolicited parcels sent without prior authorization or delivered to an unconfirmed address will not be accepted.

2. Return Eligibility

To qualify for a return and full refund, items must satisfy the following conditions:

  • Condition: Items must be unused, unwashed, unaltered, and in their original pristine condition.

  • Packaging: All original protective boxes, foam inserts, internal padding, and documentation must be intact and securely repacked to prevent breakage during transit.

  • Proof of Purchase: You must provide your valid Order Number (e.g., #OMO1001) and the email address used during checkout.

3. Non-Returnable Items

Certain items cannot be returned or refunded, including:

  • Custom-crafted or personalized ceramic orders

  • Items marked as Final Sale or purchased during clearance events

  • Gift cards and digital vouchers

  • Items damaged due to improper handling, misuse, or inadequate repacking by the customer

4. Damaged, Defective, Incorrect, or Incomplete Items

Artisanal ceramic tableware is delicate and requires specialized handling. We inspect and package every order using reinforced, shock-absorbing materials.

If your package arrives fractured, defective, incomplete, or with an incorrect product:

  1. Contact us at service@omorioi.com within 48 hours of delivery.

  2. Provide your Order Number alongside clear photographs or videos showing:

    • The damaged or defective tableware piece

    • The condition of the external shipping carton upon arrival

    • The carrier shipping label affixed to the carton

  3. Once verified, our team will immediately arrange a free replacement or a full refund without requiring you to ship shattered ceramics back.

5. Return Shipping Costs

  • Voluntary Returns (Customer Preference): For returns based on personal preference, change of mind, or ordering an incorrect variant, the customer is responsible for the actual return shipping costs and carrier tracking. Because ceramics are fragile, we recommend utilizing tracked, insured courier services.

  • Store Error / Defect: If the return is due to our error, transit breakage, or manufacturing defect, OMORIOI will cover the return logistics costs or issue an immediate solution.

  • Original Shipping Fees: Outbound shipping charges paid at checkout are non-refundable.

6. Refunds

  • Inspection Window: Once your return parcel arrives at our designated logistics depot, our team will inspect the item within 2–3 business days.

  • Payment Credit: Approved refunds are credited directly to your original method of payment. Processing timelines typically take 5–10 business days, depending on your card issuer or banking institution.

  • Diminution of Value: Where permitted by applicable law, refunds may be reduced if returned items show signs of use, missing protective components, or sustain transit damage resulting from inadequate customer repacking.

7. Exchanges

Because our collections are produced in curated artisanal batches, inventory levels fluctuate. The fastest method to receive an alternative size, glaze, or style is to request a standard return for your original purchase and place a separate new order on omorioi.com.

8. Order Cancellations

Orders enter our fulfillment queue promptly to allow careful protective packing. If you need to cancel an order, notify our support desk immediately at service@omorioi.com. We will make every effort to stop fulfillment; however, once an order has entered processing, packing, or courier handover, cancellations are no longer possible. In such cases, the package must be delivered and processed as a standard return.

9. Return Inquiries & Operating Entity

Customer support, return processing, and store operations for OMORIOI are managed by Xi'an Tongbo Network Technology Co., Ltd.

  • Brand Name: OMORIOI

  • Operating Entity: Xi'an Tongbo Network Technology Co., Ltd.

  • Unified Social Credit Identifier: 91610133MAE8D2WG00

  • Customer Support Email: service@omorioi.com

  • Official Website: https://omorioi.com

  • Direct Phone: +86 131 0492 2253

  • Support Hours: Monday – Saturday, 9:00 AM – 6:00 PM

  • Response Window: Inquiries are answered within 1–2 business days.