Returns, Exchanges & Warranty Policy

At Omoi Wellness, we are committed to providing premium, high-quality silk heated eye masks that bring comfort, relaxation, and wellness to your everyday life. Please read our policy carefully before placing your order.

1. Returns (Change of Mind)

We want you to feel confident easing into your Omoi ritual. If the product isn’t right for you, you may return it for a full refund of the product price, provided:

You notify us of your intent to return by emailing omoi.wellness.jp@gmail.com within 21 days of your original delivery date;
The item is received back with us within 30 days of your original delivery date. As we’re a small team managing inventory closely, we’re unable to accept returns received after this window, so we encourage you to send your return back as early as possible;
The item is unused, unwashed, undamaged, and returned in its original packaging with proof of purchase.

Return shipping costs are the responsibility of the customer. Original shipping fees (if any) are non-refundable. We recommend using a trackable shipping method, as we are unable to process refunds for items lost in transit.

Items that do not meet the above conditions, or arrive outside the 30-day window, will not be eligible for a refund and may be returned to the customer at their own cost.

Once your return is received and inspected, we will process your refund within 14 business days. Refunds are issued to your original payment method where possible; if this is not available, we will contact you to arrange an alternative. You’ll receive a confirmation email once this is complete.

To start a return, email omoi.wellness.jp@gmail.com with your order number.

2. Exchanges (Wrong Item Ordered)

Exchanges are generally not possible, as orders are processed and shipped quickly.
Please ensure you review your order details (size, color, and quantity) before checkout to avoid mistakes.
Only in the case that the wrong item was delivered will an exchange be allowed.
If you received an item different from what you ordered, please contact us within 7 days of delivery at omoi.wellness.jp@gmail.com with your order number and photos of the item received. We will arrange an exchange at no cost to you.

3. Warranty (in the case of Manufacturing Defects)

Coverage:

Each eye mask comes with a 90-day warranty from the date of delivery.
Covers malfunctions or defects in functionality under normal use, including issues with heating or rechargeable performance.

Not Covered:

Damage due to misuse, including but not limited to:
- Contact with water
- Physical damage
- Improper care or use against the instructions
Battery degradation due to normal usage beyond 3 months
Accidental damage, unauthorized repairs, or modifications
Loss or theft

How to Claim:

Notify us of the issue by emailing omoi.wellness.jp@gmail.com within 90 days of your original delivery date, with your order number, a description of the issue, and supporting photos or video.
Once your claim is approved, we’ll guide you on returning the item. The defective item must be received by us within 15 days of claim approval.
After the defect is verified, we will provide a replacement.

Important Notes:

Warranty is valid only for the original purchaser and is non-transferable.
Following the included care instructions helps maximize your mask’s lifespan and ensure optimal performance.
To be eligible for an exchange, your item must be in the same condition that you received it, and in its original packaging. You’ll also need the receipt or proof of purchase.