Returns & Refunds
Eligibility & Conditions
We stand behind the quality of every ombrellae product. Our returns policy is designed to be fair and transparent. Please read the conditions carefully before initiating a return.
✓ Eligible
Item is unused, in original condition with all packaging and accessories intact.
Return requested within 45 days of confirmed delivery.
Item arrived damaged, defective, or incorrect (see section 07).
✗ Not eligible
Signs of use, customer-caused damage, or any modification.
Request submitted after the 45-day window.
Change of mind after item used or opened.
Final Sale items (see section 02).
Note on condition
All returned items are inspected upon receipt. Missing packaging, signs of use, or missing accessories may result in refusal of the return. We will notify you and may return the item to you at your cost.
Final Sale Items
Certain products are designated Final Sale at purchase and are strictly non-returnable and non-refundable — except in the event of a confirmed manufacturing defect. These items are clearly labelled at checkout. By completing your order, you accept this condition in full.
Non-returnable items
3-Year Warranty Extension
Once activated and linked to your device, this warranty cannot be transferred, cancelled, or refunded. Coverage begins from order fulfilment.
Shipping Protection (Theft & Package Loss)
Activated at the moment your order is dispatched. As a fully consumed service, it cannot be returned or refunded regardless of whether a claim has been filed.
Before you purchase
Review add-on descriptions carefully before purchasing. Questions? Contact us at info@ombrellae.com before placing your order.
How to Initiate a Return
Two options to begin your return:
Option A — Account
Log in at ombrellae.com → My Orders → select your order → follow the return flow. Fastest option with real-time tracking.
Option B — Email
Email info@ombrellae.com with your order number and return reason. We reply within 1–2 business days.
Submit your request
Via account portal or email, within 45 days of delivery. Include your order number.
Receive approval & instructions
We send you the return address and packaging instructions. Do not ship until confirmed.
Pack & ship
Repackage securely with original packaging and all accessories. Use a tracked courier. Retain proof of postage.
Inspection & refund
Once received and inspected, your refund is processed. See section 05 for timing and methods.
Return Shipping & Address
Return shipping is entirely the customer's responsibility in all standard cases. ombrellae does not provide prepaid return labels except where we made an error (damaged, defective, or incorrect item).
Return address
Deyi Interactive Limited
RM D07, 8/F, Kai Tak Fty Building
N° 99 King Fuk Street
San Po Kong, Kowloon
Hong Kong SAR
Tel: +86 199 0600 8510
Use a tracked courier
ombrellae is not responsible for returns lost in transit. Retain your tracking number until your refund is confirmed. Returns that do not arrive cannot be processed.
Refunds & Store Credit
Once your return is inspected and approved, you will receive a refund in one of two forms. In many cases you are offered a choice.
Store Credit
Issued instantly upon approval. Never expires, applies to any future order. Allows us to process your case significantly faster.
Original Payment Method
Processed within 5–10 business days of approval. Original shipping fees are not refunded in standard cases.
Processing timeline
Return received
Logged at our facility. Email confirmation sent.
Quality inspection (1–3 days)
You are notified of approval or rejection with explanation.
Refund issued (3–10 days)
Store credit instantly. Payment method refunds within 5–10 business days.
Email confirmation
Final confirmation once refund or credit is issued. If not received within 12 business days, contact us.
Dispute Resolution & Chargebacks
Please reach out before contacting your bank
In virtually every case, contacting us directly is faster and simpler than a chargeback.
Chargebacks take 30–90 days, may flag your account with payment processors, and affect future purchases. We would much rather resolve your issue personally and quickly.
Via account
ombrellae.com → My Orders → Submit a dispute. Reviewed within 1–2 business days.
Via email
info@ombrellae.com with your order number. We respond promptly and work toward a fair outcome.
Important: If a chargeback is filed on an order that was delivered as described, we reserve the right to submit full evidence — order records, shipping confirmation, tracking data, and all communications — to your bank to contest the claim.
We always aim to make it right
If you have a legitimate concern — a defective device, a missing parcel, a quality issue — our team has full authority to issue refunds, store credit, or replacements. You don't need to go through your bank.
Damaged, Defective & Incorrect Items
If your item arrives damaged, fails on first use, or is not what you ordered, act immediately.
48-hour reporting window — strictly enforced
All claims must be reported within 48 hours of confirmed delivery. Claims after this window cannot be accepted. This allows us to file appropriate carrier claims promptly.
Document the issue immediately
Photograph or video the item, outer packaging, and all visible damage. Do not discard any materials.
Contact us within 48 hours
Email info@ombrellae.com with your order number, description, and photos. Subject: "Damaged Item — Order #XXXXX".
We arrange the resolution
Prepaid return label at no cost to you. Upon receipt: replacement or full refund including shipping — your choice.
Late & Delayed Deliveries
Once dispatched, responsibility for delivery passes entirely to the carrier. ombrellae cannot be held liable for delays after the order has left our facility.
Not eligible for refund due to delay
Customs clearance · Weather events or force majeure · Carrier strikes or disruptions · Incorrect address at checkout · Estimated dates not met (these are estimates, not guarantees)
We cannot
Issue refunds for orders still in transit
Issue preemptive refunds during an investigation
Control carrier timelines or customs
We will
Share your tracking number and carrier details
Liaise with the carrier on your behalf
Open a formal lost parcel investigation if needed
Carrier responsibility
Your claim belongs with the carrier — we will help you get there.
Carrier investigations typically take 15–30 business days to conclude. Any refund or replacement for a lost parcel is only issued after the carrier formally confirms the loss in writing.
Do not initiate a chargeback for a delayed delivery. We maintain full shipping records and tracking for every order and will submit this evidence to your bank if a chargeback is filed while a shipment is active or under investigation.
Questions? We're here.
Our team responds to all emails within 1–2 business days.
info@ombrellae.comThis policy applies to all orders on ombrellae.com. ombrellae reserves the right to amend this policy at any time. Last updated 1 January 2026.