Refund policy
Refund Policy
At Omega Portawalls®, we want you to be satisfied with your purchase. Please read our refund and return policy carefully before requesting a return.
30-Day Return Policy
You may request a return within 30 calendar days after receiving your order.
To be eligible for a return, the item must be:
- Unused
- Uninstalled
- Clean
- Undamaged
- Unaltered
- In its original packaging
- In fully resalable condition
Proof of purchase or order confirmation is required for all returns.
Items That Cannot Be Returned
We cannot accept returns for items that have been:
- Installed or mounted
- Used
- Damaged during installation
- Cut, modified, stretched, or altered
- Returned dirty or incomplete
- Returned without original packaging
- Returned in non-resalable condition
Installation damage, incorrect tire fitment, improper mounting, excessive force, low-profile tire use, run-flat tire use, or customer handling damage is not considered a product defect.
Returns After 30 Days
Items returned more than 30 days but less than 90 days after the original purchase date may be accepted at our discretion.
If accepted, these returns may be subject to a 20% restocking fee and may be issued as store credit only.
No returns will be accepted more than 90 days after the original purchase date.
Customer Order Error / Wrong Size / Change of Mind
If the return is due to customer order error, wrong size selection, or change of mind, the customer is responsible for return shipping costs.
If the order was shipped with free shipping, a 20% restocking fee may apply to help recover the original shipping and handling costs.
This fee does not apply if the return is due to an error made by Omega Portawalls® or if the item is confirmed to be defective.
How to Start a Return
Before sending any item back, please contact us through our Contact Us page:
Please include:
- Your order number
- Your full name
- The reason for return
- Clear photos of the item if there is any issue, damage, or defect
If your return request is approved, we will provide return instructions and the return address.
Items sent back without prior return authorization may not be accepted.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to our error or a confirmed product defect.
Returned items must be shipped prepaid and properly packaged. We strongly recommend using a tracked and insured shipping method.
Omega Portawalls® is not responsible for lost, damaged, or uninsured return shipments.
Return Packaging Instructions
Returned products must be unused and in 100% resalable condition, including original packaging, wrapping, and all included paperwork.
Please include a copy of your invoice or order confirmation inside the package.
Do not write directly on the product packaging or product box. If a return authorization number is provided, write it on a separate piece of paper and attach it to the outside shipping box.
An additional restocking fee may apply if these instructions are not followed.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is defective, damaged, or if you received the wrong item, contact us through our Contact Us page as soon as possible.
Please include your order number and clear photos of:
- The product
- The packaging
- The shipping label
- The issue or damage
We will review the issue and assist you with the next steps.
Exchanges
If you ordered the wrong size or style, please contact us before installation.
The fastest way to receive the correct item is to return the unused and approved item first, then place a new order for the correct size or style.
Refunds
Once we receive and inspect your return, we will notify you whether the refund has been approved.
If approved, the refund will be issued to your original payment method. Please allow up to 10 business days for the refund to be processed after approval.
Your bank, credit card company, or payment provider may require additional time to post the refund.
European Union 14-Day Cooling-Off Period
If your order is shipped to a country within the European Union, you may have the right to cancel or return your order within 14 days of receiving it.
To be eligible, the item must be unused, uninstalled, clean, undamaged, unaltered, and in its original packaging.
The customer is responsible for return shipping costs unless the item is defective or we shipped the wrong item.
Unauthorized or Improper Returns
Returns that do not meet our return conditions may be refused.
If a return is refused, the customer will be responsible for any cost required to ship the item back to them.
