Terms of service
Last updated: 23 September 2026
These Terms of Service ("Terms") govern your access to and use of the OMMARRA website at www.ommarra.com (the "Site") and any purchase you make through it. The Site is operated by SWAG HAIR LIMITED, a company incorporated in Hong Kong, trading as OMMARRA ("OMMARRA", "we", "us", "our").
By using the Site or placing an order, you confirm that you have read, understood and agree to these Terms, together with our Warranty & Repair Policy, Shipping Policy and Privacy Policy, which form part of these Terms. If you do not agree, please do not use the Site or place an order.
Please read Section 8 (No Change-of-Mind Returns or Refunds) and Section 12 (Limitation of Liability) carefully. Nothing in these Terms removes any right you have under applicable law that cannot be excluded by agreement (see Section 9).
1. Who may order
1.1 To place an order you must be at least 18 years old, or, if you are under 18, you must have the consent of a parent or legal guardian who agrees to these Terms on your behalf and takes responsibility for the order and payment. By placing an order you confirm that this is the case.
1.2 Our products may be used by persons aged 12 and over. Use by anyone under 12, or by persons with reduced physical, sensory or mental capabilities, should be supervised in accordance with the safety instructions in the user manual (see also Section 11).
1.3 We ship worldwide, subject to our Shipping Policy. Some destinations may be unavailable at checkout or excluded because of courier, customs or product-safety restrictions.
1.4 The Site is intended for personal, non-commercial use. If you wish to purchase for resale, salon or other commercial use, please contact us before ordering; such purchases are not covered by these Terms unless we agree otherwise in writing.
2. Our products
2.1 We take care to describe our products accurately. However, product images are for illustration only. Colours, finishes and packaging may vary slightly from what appears on your screen, and we may make minor changes to specifications, packaging or accessories that do not materially affect the product's function.
2.2 Each product's rated voltage, plug type and other specifications are stated on the product page, on its rating label and in its user manual. It is your responsibility to check before ordering that the product is compatible with the electricity supply and socket type in the place where you will use it. If a plug adaptor is needed, use only a good-quality adaptor rated for the product; do not use a voltage converter unless the user manual says one is required. Damage caused by an incompatible or faulty adaptor, converter or power supply is not covered by the warranty.
2.3 Our products are designed and certified for the markets in which we offer them. If you order for delivery to another country or region, you are responsible for ensuring the product may lawfully be imported and used there, and for complying with any local requirements.
2.4 You must read and follow the user manual and safety instructions supplied with each product. Failure to do so may cause injury or damage, and any fault caused by such failure is not covered by the warranty.
2.5 Product names, technology names and descriptions (including ROOTEX and SilkGlaze™) are OMMARRA trade names and describe design features of our products. They are not medical, clinical or therapeutic claims.
3. Placing an order
3.1 When you place an order, you are making an offer to buy the products in your cart on these Terms. Our order confirmation email acknowledges receipt of your order; it is not acceptance.
3.2 A binding contract is formed only when we send you a dispatch (shipping) confirmation for the products ordered. Until then we may decline or cancel your order for any reason, including where:
- the product is out of stock or a limited release has sold out;
- we identify an error in the price or description of the product;
- your payment is declined, cannot be verified, or we suspect fraud or unauthorised use of a payment method;
- the delivery address is in a destination we do not serve, is incomplete, or cannot be verified; or
- the order appears to be for resale or commercial quantities.
3.3 If we cancel an order after payment has been taken, we will refund the full amount paid to your original payment method. We are not liable for any other loss arising from a declined or cancelled order.
3.4 Please check your order carefully before submitting it. You are responsible for the accuracy of the information you give us, including your delivery address and contact details.
4. Cancelling an order before dispatch
4.1 We do not offer a cooling-off period, except where the law of your place of residence requires one (see Section 9.2). However, you may ask us to cancel your order at any time before we send you a dispatch confirmation, and we will refund the full amount paid to your original payment method. Once a dispatch confirmation has been sent, the order cannot be cancelled and Section 8 applies.
4.2 Cancellation requests must be sent by email to cs@ommarra.com quoting your order number. A request is effective only when received by us.
5. Prices and payment
5.1 All prices are stated in United States Dollars (USD). Prices exclude shipping, which is calculated and shown at checkout before you confirm your order, and exclude any import duties, taxes or customs charges that may apply at the destination (see Section 5.6 and our Shipping Policy).
5.2 If the Site displays an estimate in another currency, it is for convenience only; you will be charged in USD (or in the currency shown at checkout), and your card issuer or payment provider may apply its own exchange rate and foreign-transaction fees, for which we are not responsible.
5.3 We may change prices and shipping rates at any time, but changes will not affect an order for which you have already received a dispatch confirmation.
5.4 Despite our best efforts, a product may occasionally be mispriced. If the correct price is higher than the price shown, we will contact you before dispatch and give you the option to proceed at the correct price or cancel for a full refund. We are not obliged to supply a product at an incorrect price, even after you have received an order confirmation.
5.5 Payment is taken in full at the time you place your order, through the payment methods offered at checkout. Payments are processed by third-party payment providers; we do not store your full card details. You confirm that you are authorised to use the payment method provided. We may request additional verification before accepting an order.
5.6 Duties and taxes. Orders shipped outside Hong Kong are sent on a delivered-duty-unpaid basis unless stated otherwise at checkout. You are responsible for any import duties, VAT/GST, customs fees or handling charges levied by the destination country, which are collected by the courier or customs authority before or on delivery. If you refuse to pay them and the parcel is returned or destroyed, Section 7 of our Shipping Policy applies.
6. Promotions, discount codes and limited releases
6.1 Promotional offers and discount codes are subject to the specific conditions stated at the time of the offer. Unless stated otherwise, codes cannot be combined, have no cash value, cannot be applied retrospectively and may be withdrawn at any time.
6.2 Products described as a "first release", "limited batch" or similar are available in limited quantities. Order confirmation does not guarantee allocation; allocation is confirmed only by dispatch confirmation (Section 3.2).
6.3 Pre-orders. Where a product is offered for pre-order, payment is taken in full when you place the order and the expected dispatch date is shown on the product page. Expected dates are estimates. You may cancel a pre-order for a full refund at any time before dispatch confirmation (Section 4). If we are unable to dispatch a pre-ordered product within 30 days after the expected dispatch date, we will contact you and offer you the choice of waiting or cancelling for a full refund.
7. Delivery
7.1 Delivery is governed by our Shipping Policy. Delivery timeframes are estimates and are not guaranteed.
7.2 Risk in the products passes to you when the products are delivered to the delivery address you provided (or collected from a designated pickup point). Title (ownership) passes to you when we receive payment in full.
8. No change-of-mind returns or refunds
8.1 All sales are final. Except where required by law (see Section 9), we do not accept returns, exchanges or refunds because you have changed your mind, ordered the wrong product, no longer want the product, or for any other reason not related to a defect in the product.
8.2 If a product is faulty, your remedy is repair or replacement under our Warranty & Repair Policy. We do not offer refunds for faulty products, except that 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.
8.3 Products damaged in transit, missing from your delivery or incorrectly supplied should be reported within 7 days of delivery in accordance with our Shipping Policy, so that we can raise a claim with the courier and put things right quickly.
9. Your statutory rights
9.1 These Terms do not exclude, restrict or modify any right or remedy you have under the laws of Hong Kong that cannot lawfully be excluded, including under the Sale of Goods Ordinance (Cap. 26), the Control of Exemption Clauses Ordinance (Cap. 71) and the Supply of Services (Implied Terms) Ordinance (Cap. 457).
9.2 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 rights that cannot be excluded by agreement and which differ from these Terms, such as a right to cancel an online purchase within a period set by that law, or statutory guarantee rights in respect of faulty goods. Where such rights apply to you and cannot be excluded, they prevail over any inconsistent provision of these Terms, and nothing in Section 4 or Section 8 limits them. Section 9.2 does not create any right that does not exist under the law that applies to you.
9.3 Exercising a statutory cancellation right. If the law of your place of residence gives you a right to cancel, you must notify us at cs@ommarra.com within the period that law allows, quoting your order number and stating clearly that you are cancelling; we will then provide return instructions. You must return the products promptly, complete with all accessories, documentation and original packaging, and in a condition that shows they have been handled only as necessary to establish their nature and function. Unless the applicable law provides otherwise: you are responsible for the cost of returning the products to us; we may reduce the refund to reflect any diminished value caused by handling beyond what was necessary to inspect them; and we will refund the price paid to your original payment method once we have received the products back. Shipping charges, import duties, taxes and customs fees are not refundable by us unless the applicable law requires it.
10. Warranty
10.1 Our products are covered by a limited warranty against defects in materials and workmanship for one (1) year from the date of purchase, subject to the terms, conditions and exclusions in our Warranty & Repair Policy. The warranty is verified against your OMMARRA order number and the product's serial number.
10.2 Except as stated in our Warranty & Repair Policy and in Section 9, we give no other warranties, express or implied, in relation to our products.
11. Your responsibilities and safety
11.1 You must use our products only as described in the user manual and for their intended purpose. Heated styling products can cause burns and fire if misused. Never leave a heated product unattended while switched on, never use it near water or with wet hands, and always allow it to cool fully before storing.
11.2 Our products may be used by persons aged 12 and over who have been instructed in their safe use. Children under 12, and persons with reduced physical, sensory or mental capabilities, should use the products only under supervision. Children must not play with the product, and cleaning and maintenance must not be carried out by children without supervision. Where you buy a product for use by a minor, you are responsible for their safe use of it.
11.3 Do not open, modify, repair or attempt to repair a product yourself, or have it repaired by anyone other than OMMARRA or a service provider we authorise in writing.
11.4 Safety notices. If we become aware of a safety issue affecting a product you have purchased, we may contact you using the details on your order to provide safety information, instructions or a remedy. Please keep your contact details up to date and follow any safety notice we issue.
12. Limitation of liability
12.1 Nothing in these Terms excludes or limits our liability for (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) breach of the terms implied by the Sale of Goods Ordinance (Cap. 26) where you deal as a consumer; or (d) any other liability that cannot be excluded or limited under applicable law.
12.2 Subject to Section 12.1, we are not liable to you, whether in contract, tort (including negligence), breach of statutory duty or otherwise, for any indirect or consequential loss, loss of income, loss of business or loss of opportunity, or for any loss arising from your failure to follow the user manual, misuse of a product, or use of a product with an incompatible power supply, adaptor or accessory.
12.3 Subject to Section 12.1, our total liability to you in connection with any order is limited to the total price you paid for that order.
12.4 The Site and its content are provided "as is". We do not guarantee that the Site will be uninterrupted, error-free or free of viruses, and we may suspend or withdraw the Site at any time without notice.
13. Intellectual property
13.1 OMMARRA, ROOTEX, SilkGlaze™ and all logos, product designs, photographs, videos, text, graphics and other content on the Site are owned by or licensed to us and are protected by copyright, trade mark and other intellectual property laws.
13.2 You may view and print pages of the Site for your personal, non-commercial use. You may not copy, reproduce, modify, distribute, publish or use any content from the Site for any commercial purpose without our prior written consent.
14. Reviews and user content
14.1 If you submit a review, comment, photo, video or other content to us through the Site, or if we ask to feature content you have posted on social media and you agree (for example by replying with the hashtag or wording we specify), you grant us a non-exclusive, royalty-free, worldwide licence to use, reproduce, edit, adapt and display that content in connection with OMMARRA marketing, in any media, without payment to you, and you waive any moral rights in the content to the extent permitted by law. You confirm that you own or have the rights to the content, that any person appearing in it has consented to its use, and that it does not infringe any third party's rights.
14.2 We may remove or decline to publish any content at our discretion.
15. Accounts
15.1 If you create an account, you are responsible for keeping your login details confidential and for all activity under your account. Notify us immediately if you suspect unauthorised use.
15.2 We may suspend or close an account that we reasonably believe is being used in breach of these Terms or for fraudulent purposes.
16. Chargebacks and abuse
16.1 If you have a concern about an order, please contact us first so that we can resolve it. Where a payment is disputed or reversed (chargeback) without a valid basis, we may recover from you any amounts owed, together with reasonable costs, and may decline future orders.
17. Events beyond our control
17.1 We are not liable for any delay or failure to perform caused by events beyond our reasonable control, including adverse weather warnings (such as Typhoon Signal No. 8 or above or Black Rainstorm Warning), epidemic-related measures, transport disruption, courier failure, customs inspections or delays, import restrictions, strikes, or failure of utilities or telecommunications. Our obligations will be suspended for the duration of the event and we will use reasonable efforts to resume performance as soon as practicable.
18. Privacy
18.1 We collect and use your personal data in accordance with our Privacy Policy and the Personal Data (Privacy) Ordinance (Cap. 486).
19. Changes to these Terms
19.1 We may update these Terms from time to time. The version in force at the time you place an order applies to that order. Please review these Terms each time you order.
20. General
20.1 If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions remain in full force and effect.
20.2 Our failure to enforce any provision of these Terms is not a waiver of our right to do so later.
20.3 These Terms, together with the policies referred to in them, constitute the entire agreement between you and us in relation to your use of the Site and any order placed through it.
20.4 You may not transfer your rights or obligations under these Terms without our written consent. We may transfer our rights and obligations to another entity, provided this does not reduce your rights.
20.5 These Terms are written in English. Any translation is provided for convenience only; the English version prevails in the event of inconsistency.
21. Governing law and jurisdiction
21.1 These Terms and any contract for the sale of products through the Site are governed by the laws of the Hong Kong Special Administrative Region.
21.2 You and we agree to submit to the non-exclusive jurisdiction of the courts of Hong Kong. If you are a consumer resident outside Hong Kong, this does not deprive you of the protection of mandatory provisions of the law of your place of residence, or of any right you have to bring proceedings there.
22. Contact us
SWAG HAIR LIMITED, trading as OMMARRA Email: cs@ommarra.com Customer service hours: Monday to Friday, 10:00 - 18:00 HKT, excluding Hong Kong public holidays