This Return and Refund Policy explains how Omnisculpta handles eligible return requests for decorative items and artworks delivered within Hong Kong. It should be read with our Terms and Conditions. By requesting a return, customers agree to follow the process below. Questions may be directed to collective@omnisculpta.com.
Policy Snapshot
| Policy Point | Customer Information |
|---|---|
| Return period | 30 calendar days from delivery |
| Eligible reasons | Damaged item, incorrect product, or incorrect size or product variant delivered where the order offered a size or variant selection |
| Change of mind | Not accepted |
| Collection charge | Free for eligible returns |
| Restocking charge | None |
| Assessment period | 24 hours after collection |
| Primary outcome | Exchange |
| Alternative outcome | Refund when replacement stock is unavailable |
| Refund method | Bank transfer |
| Bank posting period | Up to 7 business days |
Checkpoint One: Confirming Eligibility
Customers may request a return within 30 calendar days beginning on the recorded delivery date. A request is eligible when the customer received:
- An item that was damaged upon delivery;
- A product different from the one ordered; or
- An incorrect size or product variant was delivered where the order offered a size or variant selection.
Omnisculpta does not accept returns because the customer changed their mind, no longer wants the product, selected unsuitable dimensions, dislikes how an item matches existing decor, or ordered by mistake.
This policy does not limit any mandatory consumer right available under Hong Kong law. Where applicable law provides a right beyond these commercial return terms, the legal right will prevail.
Checkpoint Two: Starting a Request
To begin a return, email collective@omnisculpta.com within the 30-day period. The message should include:
- Customer name and contact number;
- Order reference;
- Product name;
- Delivery date;
- Reason for requesting the return; and
- Clear photographs showing the item, packaging, and reported issue.
Photographs help us understand the concern and arrange suitable collection. Omnisculpta may request additional information where the initial submission does not show the issue clearly.
Sending a request does not automatically establish eligibility. We will review the submitted details and provide collection instructions when the request falls within this policy.
Checkpoint Three: Preparing the Product
Customers should return the item with its original packaging, supplied parts, inserts, accessories, and accompanying materials where reasonably possible. Missing or damaged packaging will not, by itself, remove a statutory right where the delivered goods fail to meet applicable legal requirements. Customers should package the product suitably to reduce movement during collection and transit.
The item should not be altered, repaired, painted, mounted, installed, or damaged after delivery. Damage caused by misuse, unsuitable handling, improper installation, accidental impact, moisture, heat, or failure to follow stated product guidance is not covered by this return policy.
Customers should not send products independently unless Omnisculpta provides written instructions. Unrequested parcels may not be traceable or suitable for assessment.
Checkpoint Four: Free Doorstep Collection
Omnisculpta does not charge a collection fee for an eligible return. We will arrange collection from the Hong Kong address associated with the order or another agreed Hong Kong address.
A responsible person must be present at the arranged time and provide the packaged product to the collection representative. If collection fails because nobody is available, the item is not ready, or access cannot be obtained, a new collection time may be required.
International collection is unavailable because Omnisculpta operates and delivers exclusively within Hong Kong. Products moved outside Hong Kong after delivery cannot be collected through our standard process.
Checkpoint Five: The 24-Hour Assessment
After the returned item reaches Omnisculpta following doorstep collection, we use 24 hours to assess its condition and compare it with the return request, order record, and supplied images.
The assessment considers whether:
- The reported damage was present at delivery;
- The product differs from the accepted order;
- An incorrect size or product variant was supplied where the order included a size or variant selection;
- The item remains in its original packaging condition; and
- All relevant parts and accessories are included.
We will notify the customer after completing the assessment. If the return does not meet the stated conditions, we will explain the reason and discuss the appropriate next step.
Checkpoint Six: Exchange Comes First
When an eligible return is accepted, Omnisculpta will first arrange an exchange for the correct item, correct size, or undamaged replacement, subject to availability.
The exchange carries no restocking or collection charge. Delivery arrangements will be communicated after replacement stock is allocated.
A refund becomes available when the required replacement is out of stock. Customers cannot select a refund instead of an available exchange merely because their preference has changed. This approach allows Omnisculpta to correct the original fulfillment issue while keeping the outcome aligned with the accepted order.
Statutory Rights
Our exchange-first process is a voluntary commercial arrangement. It does not restrict any right to reject goods, obtain a refund, claim damages, or pursue another outcome available under applicable Hong Kong law.
Checkpoint Seven: Refund by Bank Transfer
When replacement stock is unavailable, Omnisculpta will process a refund through bank transfer after the 24-hour assessment is completed. The customer must provide accurate account information through the communication method specified by Omnisculpta.
Once processed, the refund may take up to 7 business days to appear in the customer’s account. Actual posting time depends on the banking provider. Omnisculpta cannot control delays arising solely from banking operations or incorrect account details supplied by the customer.
The refund will correspond to the amount paid through Cash on Delivery for the accepted returned product. No delivery or collection deduction applies because both services are free.
Cancellations Are Separate
A return occurs after delivery and differs from cancellation. Customers may request cancellation only while an order remains with Omnisculpta. Cancellation is unavailable after warehouse dispatch and courier handover.
Refusing a dispatched Cash on Delivery order is seen as a failed delivery, not a return. Failed delivery may affect later orders connected with the customer, telephone number, or address. Customers should consult the Terms and Conditions for the complete cancellation rules.
Hong Kong Legal Framework
This policy operates under Hong Kong law, including the Sale of Goods Ordinance (Cap. 26), Trade Descriptions Ordinance (Cap. 362), Control of Exemption Clauses Ordinance (Cap. 71), Unconscionable Contracts Ordinance (Cap. 458), Electronic Transactions Ordinance (Cap. 553), and Contracts (Rights of Third Parties) Ordinance (Cap. 623).
Personal information and bank details supplied during a return are handled under the Personal Data (Privacy) Ordinance (Cap. 486) and our Privacy Policy. Nothing here excludes liability or restricts customer rights where doing so would be unlawful. (Link with Privacy Policy)
Resolution and Contact
Customers should send return questions or disputes to collective@omnisculpta.com with relevant order information. Omnisculpta will review each matter consistently with this policy and applicable Hong Kong law. If one provision is unenforceable, the remaining provisions continue to apply.
Company Name: Omnisculpta
Live Hours: Monday to Friday, 10 AM to 5 PM, HKT
