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Return policy

Return and Refund policy


If you bought your product directly from and request an RMA (Return Merchandise Authorization) you can ask for a replacement or refund in case of defective hardware within 5 days of receipt, send an e-mail to with your name, e-mail address used for the purchase number, preorder number and proof of reception (logistic service provider receipt). If approved by our service, you can return it to our service center indicated by our service based on your location.


The customer shall bear the costs for the shipment back and must provide a tracking number to once the parcel is shipped. The shipping fees will not be refunded in any case.


After receiving the defective item, Omate will either repair, replace or refund the defective product. If a unit is sent for repair or replacement, Omate will bear the costs of the shipping back to the buyer.


If any items (a) are returned after the specified return period; (b) have been physically damaged, modified, or damaged by liquids; or not covered by warranty are missing any parts, you will not receive any refund, replacement or repair. Customers are also solely responsible to any duties, import taxes and brokerage fees imputable to repaired merchandise (the taxation, if any, will be on replacement parts and labour and transportation).


  • Warranty

Omate provides a 1 year warranty.

This Warranty does not cover damage caused by:

misuse or abusive use of the Omate product, including physical abuse; damages by liquids;

incorrect operation or not following the operation instructions (as stated in the User Manual or manufacturer’s instructions provided with the Omate product);

improper installation;

incorrect or improper maintenance or failure to maintain the Omate product;

failure to clean or improper cleaning of the product;

incorrect voltage or non-authorised electrical connections;

adverse external conditions such as power surges and dips, thunderstorm activity, acts of terrorism, damage caused by vermin, or any other act or circumstance beyond Omate control;

exposure to excessive heat, moisture or dampness;

exposure to abnormally corrosive conditions;

use of non authorized / non-standard, defective or incompatible parts; some wall quick chargers could be harmful to the Omate devices. Please charge your Omate product via authorized/standard charger to respect voltage security.

password setting / resetting and computer virus;

repair, modification or other work carried out on the Omate product other than by Omate Support Team;

any damage caused by micro sims where the product is not specifically designed to accept them.


This Warranty does not cover the loss of any data howsoever caused. You shall be responsible for backing up and protecting data against loss, damage or destruction. Please note that the repair of goods may result in loss of data.


This Warranty does not cover service costs in replacing and maintaining consumable parts which have ceased working through normal wear and tear.


This Warranty doesn’t cover any accessory that may be part of the product (chargers, straps, headphones…).


  • Pre-order cancellation

A pre-order can be cancelled anytime before we ship it. If you wish to cancel your order after it has been charged, Omate will not refund the order processing fees (10 USD) and if the product has already been sent, Omate will not refund the logistic fees (15 USD). If your Device has not yet been delivered, simply refuse delivery of the package and the Device will be returned to Omate, otherwise you shall return it by your own means and at your own cost before Omate proceed to the refund.


If you refuse the delivery, Omate will deduct the cost of return from the delivery point to its warehouse (calculated by our courier, depending on the location) from the refund.


  • How to Return an Omate Product that was Purchased from a Retail Store

Each individual retailer will have their own returns policy. Please contact the retailer you purchased if from to determine their return policy and process.


  • Have any further questions?

Please contact