Refund policy

Return & Refund Policy

Last updated: July 11, 2026

At OMNISE, your satisfaction is our priority and we stand behind the quality of every product we make. Because of the size and weight of our products, and to keep our prices as fair as possible, we accept returns, replacements, and refunds only for items that arrive with a manufacturing defect or that are damaged during shipping. We do not accept returns for change of mind.

1. Return Window

You have 15 days from the date of delivery to report a manufacturing defect or shipping damage. Claims made after 15 days may not be eligible.

2. What Qualifies for a Return or Refund

We will replace or refund any product that:

  • Arrives with a manufacturing defect, or
  • Is damaged in transit during shipping.

We are unable to accept returns or issue refunds for change of mind, or because you no longer want the colour, size, or style you ordered. Please review your order carefully before completing checkout.

3. Defective or Damaged Products

If your product arrives defective, damaged, or not as described, we will make it right right away. Under Canadian consumer standards, you are entitled to a remedy for faulty goods.

  • No cost to you: We cover all shipping costs on approved defect and damage claims.
  • Your choice: You may choose a 100% refund or a brand-new replacement at no extra charge.
  • Fast processing: Please include a photo of the defect or damage when you contact us so we can approve your claim quickly.

4. How to Start a Claim

To start a return, replacement, or refund for a defective or damaged item, please:

  1. Email us at support@omniselife.com within 15 days of delivery, with your order number and a photo of the defect or damage.
  2. Let us know whether you would like a refund or a replacement.
  3. Once approved, we may send you a prepaid return shipping label and instructions, or we may simply ship your replacement or issue your refund without needing the item back.

5. Refunds

Once your claim is approved, we will notify you. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank, it may take a few additional days for the refund to appear on your statement.

6. Non-Returnable Items

Except where an item arrives with a manufacturing defect or shipping damage, the following cannot be returned or refunded:

  • Bottles, dog toys, pet food, and any other items that have been opened or used.
  • Perishable goods (such as food or treats).
  • Personal care or hygiene items.
  • Customized or personalized items.
  • Final sale items (clearly marked on the product page).

Questions? If you have any questions about this policy, please reach out to our team at support@omniselife.com and we will be happy to help.