Refund policy

Last updated: July 13, 2026

We want you to be happy with your order. If something is not right, please contact us at care@omtilo.com.

1. Right of withdrawal

If you are a consumer in the European Union, you generally have the right to withdraw from your purchase within 14 days from the day you, or a person designated by you, receive your order.

You do not need to give a reason.

To exercise your right of withdrawal, please contact us at care@omtilo.com within the 14-day period and include your order number.

2. Hygiene exception for cosmetics

Our products are cosmetics.

For health protection and hygiene reasons, sealed cosmetic products cannot be returned once they have been opened, unsealed, used or damaged after delivery.

To be eligible for a return, products must be unused, unopened, complete and in their original sealed packaging.

3. How to request a return

You can request a return or exercise your right of withdrawal directly from your account: log in, open the order and choose "Request return". You can also email care@omtilo.com within the 14-day period.

We will confirm whether your return is eligible and provide return instructions.

Products sent back without contacting us first may not be accepted.

4. Return shipping

Unless we made an error or the product is defective, you are responsible for the cost of return shipping.

We recommend using a tracked shipping method. We are not responsible for returns that are lost or damaged in transit.

5. Sending back your return

If your return is accepted, you must send the products back without undue delay and no later than 14 days after you informed us that you wish to withdraw from your purchase.

Products must be returned unused, unopened, complete and in their original sealed packaging.

6. Refunds

Once we receive and inspect your return, we will let you know whether the refund has been approved.

If approved, we will refund the eligible amount using the same payment method you used for the original purchase, unless agreed otherwise.

We will refund you within 14 days from the day you informed us of your withdrawal. We may withhold the refund until we have received the returned products or until you have provided proof that you have sent them back.

Where required by law, we will also refund the standard delivery cost of the original order. Additional costs for a more expensive delivery option are not refunded unless required by law.

7. Damaged, defective or wrong products

Please check your order when you receive it.

If a product is damaged, defective or incorrect, contact us at care@omtilo.com as soon as possible with your order number, a description of the issue and clear photos where useful.

Your statutory consumer rights, including the legal guarantee for non-conforming products, are not affected by this policy.