Last updated: 23 September 2026
This policy explains what our one-year limited warranty covers, what it does not cover, how to make a claim, and how our paid repair service works for damage that is not covered. It forms part of our Terms of Service.
In summary: every OMMARRA product is covered against manufacturing defects for one year from the date of purchase. If your product develops a covered fault, we will repair it or replace it. For customers in Hong Kong and Macau we pay the shipping; customers elsewhere pay the shipping to and from Hong Kong and any duties. Except where the law requires otherwise, we do not offer refunds or change-of-mind returns. Damage caused by accident or misuse (for example dropping the product or getting it wet) is not covered, but we can usually repair it for a fee.
In this policy, "days" means calendar days and "working days" means Monday to Friday, excluding Hong Kong public holidays.
1. Warranty period
1.1 OMMARRA warrants that each product purchased from www.ommarra.com will be free from defects in materials and workmanship under normal household use, in accordance with the user manual, for one (1) year from the date of purchase (the "Warranty Period").
1.2 The date of purchase is the date shown on your OMMARRA order confirmation or, for pre-ordered products, the date of our dispatch confirmation. Warranty entitlement is verified against your proof of purchase (your OMMARRA order number or, for products bought from an authorised retailer, the retailer's receipt) and the product's serial number. Please keep your proof of purchase; without it we may be unable to verify your warranty.
1.3 The warranty applies to the product while it is owned by the original purchaser or by a person who received it new from the original purchaser as a gift. It does not extend to products that have been resold.
1.4 The warranty applies only to products purchased new from the Site or from a retailer we have authorised in writing, wherever they are delivered. Products purchased from unauthorised sellers or second-hand are not covered.
2. What is covered
2.1 During the Warranty Period, if a product fails to operate correctly because of a defect in materials or workmanship, we will, at our option:
- repair the product using new or refurbished parts; or
- replace the product with the same model or, if it is no longer available, a model of equivalent or better function and value.
2.2 Repaired or replacement products are covered for the remainder of the original Warranty Period, or 90 days from the date we return the product to you, whichever is longer.
2.3 Replaced parts and products become our property.
2.4 Shipping for warranty claims. Our service centre is in Hong Kong.
- Hong Kong and Macau: for a valid warranty claim, we pay the shipping in both directions (see Section 5).
- All other destinations: you are responsible for all costs of sending the product to us and of returning it to you, including shipping, insurance, and any import duties, taxes or customs charges levied in either direction, whether or not the claim is accepted. Return shipping must be paid before we dispatch the repaired or replacement product. This applies unless the law of your place of residence provides otherwise (see Section 8.2).
3. What is not covered
3.1 The warranty covers manufacturing defects only. It does not cover:
- Physical damage from dropping, impact, crushing, bending or pressure, including cracked or broken housings, handles, plates, bristles or pins;
- Liquid or moisture damage, including water, steam, hair products, sweat or humidity entering the product, whether or not the product was switched on at the time;
- Damage caused by misuse or improper use, including use other than as described in the user manual, use on a person's body other than the hair, or use for any commercial, salon or professional purpose;
- Electrical damage caused by connection to a power supply outside the product's rated voltage, by a faulty or unsuitable plug adaptor, voltage converter, extension cord or power supply, or by power surges;
- Damage to the cord or plug caused by pulling, twisting, wrapping the cord around the product while hot, or kinking;
- Unauthorised repair, modification or disassembly, or the use of non-OMMARRA parts or accessories;
- Normal wear and tear, including gradual wear of the SilkGlaze™ coating, plates or bristles through ordinary use, scratches, scuffs, discolouration, fading of markings, and other cosmetic damage that does not affect function;
- Residue build-up from styling products, or damage caused by failing to clean the product as described in the user manual;
- Consumable parts and accessories, such as pouches, heat mats and packaging, unless defective on delivery;
- Damage caused by fire, flood, lightning or other external causes;
- Damage occurring during shipment to us as a result of inadequate packaging (see Section 5.7);
- Any product whose serial number has been removed, altered or made illegible.
3.2 This warranty does not cover styling results. Hair type, condition and technique vary, and the effect achieved with any styling tool depends on how it is used.
4. Damaged or faulty on arrival
4.1 If your product arrives damaged or does not work when first used, contact us within 7 days of delivery with your order number, photos of the outer packaging and the product, and a short description or video of the problem.
4.2 We may ask you to return the product for inspection using instructions and a prepaid shipping label we provide. Once we have confirmed that the product was damaged in transit or has a defect covered by Section 2, we will send a replacement at our cost as a priority. The exclusions in Section 3 apply; damage caused after delivery (for example by a drop or liquid) is not covered by this Section.
5. How to make a warranty claim
5.1 Contact us. Email cs@ommarra.com within the Warranty Period with:
- your order number;
- the product's serial number;
- a description of the fault; and
- clear photos and, where possible, a short video showing the fault.
We may be able to resolve some issues remotely.
5.2 Return authorisation. If the fault cannot be resolved remotely, we will issue a return authorisation number and return instructions, including the return address. Please do not send a product to us without a return authorisation; unauthorised returns may be refused or delayed.
5.3 Shipping to us. Pack the product securely in its original box or equivalent protective packaging, including the return authorisation number. For Hong Kong and Macau warranty claims, we will either arrange courier collection at our cost, or ask you to post the product to us by a standard tracked service and reimburse your reasonable, documented shipping cost once the defect is confirmed. For all other destinations, you arrange and pay for shipping to our service centre in Hong Kong (Section 2.4). In every case, please use a tracked service and, for international shipments, declare the item as a "warranty return" for customs; the product remains your responsibility until we receive it. International transit times are in addition to the inspection and repair periods below.
5.4 Inspection. We will inspect the product within 21 working days (Monday to Friday, excluding Hong Kong public holidays) of receiving it and tell you the outcome. Inspection is free for products within the Warranty Period.
5.5 Repair or replacement. If a covered defect is confirmed, we will repair or replace the product within 14 days of confirming the defect and ship it back to you (at our cost for Hong Kong and Macau; for other destinations, once you have paid the return shipping under Section 2.4). If repair requires parts that are not immediately available, we will tell you the expected timeframe and, where appropriate, offer a replacement instead.
5.6 If the fault is not covered. If our inspection finds that the fault is not covered by this warranty (for example, it was caused by a drop or liquid damage), or that there is no fault, we will tell you and offer a paid repair under Section 6 where repair is possible. If you decline, we will return the product to you on payment of the return shipping cost. Any shipping cost you incurred in sending the product to us will not be reimbursed.
5.7 You are responsible for packing the product adequately. We are not responsible for damage that occurs in transit to us because of inadequate packaging.
5.8 We will make reasonable efforts to notify you by email at each stage. Please ensure the email address on your order is current.
6. Paid repair service (out-of-warranty or non-covered damage)
6.1 If your product is out of warranty, or has damage that is not covered by the warranty (such as a drop or liquid damage), you may send it to us for assessment and repair.
6.2 Shipping. You are responsible for the cost of shipping the product to our service centre in Hong Kong and for the cost of return shipping to you, whether or not the repair goes ahead, together with any duties, taxes or customs charges that arise. We will arrange return shipping and add the cost to your repair quotation, or to the return-only charge if you decline the repair.
6.3 Assessment. We will assess the product within 21 working days of receipt. We do not currently charge a separate assessment fee. Not all damage can be repaired; some faults (for example, extensive liquid damage or a cracked heating element housing) may make repair impossible or uneconomic. We will tell you whether the product can be repaired.
6.4 Quotation. If repair is possible, we will send you a quotation covering parts, labour and return shipping. Repair work begins only after you have accepted the quotation and paid in full. If we discover additional damage during repair that changes the cost, we will contact you before proceeding.
6.5 Timeframe. Paid repairs are normally completed within 14 days of receiving your payment, subject to parts availability. We will tell you if we expect a longer period.
6.6 Repair warranty. Paid repairs are covered against defects in the repair work and replaced parts for 90 days from the date we return the product to you. This does not extend the original product warranty or cover unrelated faults.
6.7 Declined or unpaid repairs. If you decline the quotation, or do not respond or pay within 30 days of receiving it, we will return the product to you on payment of the return shipping cost.
6.8 Unrepairable products. If a product cannot be repaired, we will tell you and return it to you on payment of the return shipping cost. Where a replacement is available, we may offer you the option to purchase a replacement at a price we determine.
6.9 Unclaimed products. This applies to any product sent to us under Section 5 or Section 6 that is not covered by the warranty or whose repair does not proceed. If we do not receive your return instructions and payment of any amount due within 60 days of notifying you of the outcome, we will send you a final reminder. If we receive no response within a further 30 days, we may treat the product as abandoned and dispose of it without further liability to you.
7. Refunds
7.1 The remedies under this policy are repair or replacement. Except as set out in Section 7.2 or where required by law, we do not offer refunds.
7.2 If we are unable to repair or replace a product with a covered defect within 60 days of receiving it from you, and no equivalent replacement is available, we will offer you a store credit or, where required by law, a refund of the price paid.
8. Your statutory rights
8.1 This warranty is in addition to, and does not affect, any rights or remedies you have under applicable law that cannot be excluded or limited by agreement, including under the Sale of Goods Ordinance (Cap. 26) and the Control of Exemption Clauses Ordinance (Cap. 71) of Hong Kong.
8.2 Customers outside Hong Kong. If you are a consumer resident outside Hong Kong, the consumer protection laws of your country or region may give you statutory rights in respect of faulty goods, or a right to cancel an online purchase, which differ from this warranty (see Section 9 of our Terms of Service). Where such rights apply and cannot be excluded, they prevail over any inconsistent provision of this policy. This warranty is offered in addition to, and does not replace, those rights.
9. Limitation
9.1 To the extent permitted by law, this warranty is your sole and exclusive remedy for defective products, and we are not liable for any indirect or consequential loss arising from a defect or from the time taken to repair or replace a product. Nothing in this policy limits our liability for death or personal injury caused by our negligence, or for any other liability that cannot be excluded by law.
10. Changes to this policy
10.1 We may update this policy from time to time. The version in force on the date of your purchase applies to that purchase.
11. Contact
Warranty and repair enquiries: cs@ommarra.com Please quote your order number and serial number in all correspondence.