RETURNS & REFUNDS POLICY
Operator / Merchant of Record: InTime Inc. (trading as "Aomnia")
Version: 1.1 (Conformed to Master Policy & Master Glossary v1.1)
Effective Date: 1 August 2026
Last Updated: 1 August 2026
This Policy is a referenced policy under the Aomnia Platform Terms of Service and conforms to the Aomnia Master Policy v1.1 and Master Glossary v1.1. Where any conflict arises, the order of precedence is: (1) the Platform Terms of Service; (2) the relevant Schedule (A–F); (3) this and other referenced policies. Defined terms have the meanings given in the Master Glossary.
1) Plain-English Summary (for convenience only)
•When you buy on Aomnia, your purchase contract is with Aomnia (InTime Inc.), and Aomnia handles your refund (vendors supply goods to Aomnia).
•Refunds are by bank transfer only, sent back to the person who paid (the Original Payer), after approval and verification.
•The Delivery Fee is non-refundable except in two specific situations: if we cancel your Order before dispatch because the item is out of stock, or because of a pricing/listing error — in those two cases you get a 100% refund, including the Delivery Fee. Tips are non-refundable.
•If something is wrong, missing, damaged, not as described, or defective, contact us quickly and keep the item and packaging for review — we'll sort out a fair remedy.
•Change-of-mind returns are allowed for eligible items, but you pay the return cost, a disclosed vendor restocking fee may apply, and a triple-points penalty applies to your loyalty points.
•Some categories are non-returnable for health, safety, or integrity reasons (for example, perishables, intimate items, medicines). Even so, your lawful remedies still apply if goods are wrong, unsafe, damaged, defective, or not as described.
•Pharmacy items have special safety rules (ID/prescription checks).
•Loyalty points and gift certificate balances may be adjusted when a refund or return happens.
•If you disagree with an outcome, you can escalate through the appeals process in our Platform Terms of Service.
If there is any conflict between this summary and the numbered clauses below, the numbered clauses control.
2) Scope and How This Policy Fits With Other Documents
2.1 This Returns & Refunds Policy applies to purchases made by customers on the Aomnia platform for delivery in Barbados.
2.2 Read this Policy together with:
•a) the Customer Terms of Sale / Customer Schedule (Schedule A) — order and payment rules;
•b) the Aomnia Delivery & Shipping Policy (Barbados) — delivery rules, failed-delivery outcomes, and delivery-side claim windows;
•c) the disputes, appeals and enforcement provisions of the Platform Terms of Service — how we handle escalations, evidence, and appeals;
•d) Schedule F — Pharmacy Schedule;
•e) the SWOP Loyalty / Reward Points Terms of Service — the sole loyalty rulebook (the former Schedule D is retired and superseded and must not be relied on);
•f) Schedule E — Gift Certificate Terms.
2.3 Where this Policy and the Master Policy differ, the Master Policy controls and this Policy is read as conformed to it. Disputes and appeals are governed by the Platform Terms of Service (internal process, then a single appeal within 7 days, then arbitration or the courts in Barbados).
3) Defined Terms
The Master Glossary owns all defined terms; this Policy does not create competing definitions. The following key terms are restated for convenience and are consistent with the Master Glossary:
•"Return" — giving an item back to Aomnia (usually by Aomnia pickup) after approval.
•"Refund" — a return of funds by bank transfer, issued to the Original Payer only, after approval and verification. Where an Order was paid wholly or partly with a Gift Certificate, the Gift-Certificate-funded portion is returned first to Gift Certificate Balance / account credit, and any remainder is returned by bank transfer to the Original Payer.
•"Original Payer" — the holder of the bank account from which payment was sent to Aomnia. All bank-transfer refunds go to the Original Payer only, as a strict anti-fraud control; where a third party paid, you must resolve reimbursement with that payer directly.
•"Replacement" — supplying the same item again (or an equivalent item approved by Aomnia) instead of a refund, where appropriate.
•"Change of Mind" — you simply no longer want the item, where this is not due to fault, defect, wrong item, damage, or “not as described.” Change-of-mind returns are permitted only for eligible categories; you pay the return cost, a disclosed vendor restocking fee may apply, and a triple-points penalty applies.
•"Faulty / Defective" — the item does not work as it should, is unsafe, or fails normal quality expectations for that product.
•"Not as Described" — the item materially differs from the listing description/specification.
•"Wrong Item" — you received a different item than the one you ordered.
•"Damage in Transit" — damage occurring between dispatch and delivery, while Aomnia controls delivery.
•"Missing Item" — an item, part, or accessory in your Order that did not arrive.
•"Delivery Fee" — the flat BBD $10 fee charged for delivery, shown at checkout; non-refundable except as set out in clause 12.
•"Failed Regulated-Item Verification" — see clause 11.4; a distinct outcome from Change of Mind.
4) Your Consumer Rights Under Barbados Law
4.1 Barbados consumer-protection and consumer-guarantee principles may give you rights and remedies for faulty, unsafe, wrong, or not-as-described goods.
4.2 This Policy does not remove or limit any non-waivable rights you have under Barbados law. Where the law requires a remedy, we will provide a fair remedy.
5) Return Eligibility Matrix (claim windows, evidence, remedies, costs)
A) Wrong Item
•Claim window: within 3 days of delivery (sooner is better).
•Evidence (normally required): photos of the item, packaging, and labels; order number; and any relevant delivery context.
•Return required? Often yes, unless we determine it is safer or fairer to resolve on the evidence alone.
•Remedy options: replacement or refund (Aomnia decides a fair remedy based on evidence and availability).
•Return cost: Aomnia covers approved return pickup costs.
B) Damaged in Transit
•Claim window: within 24 hours of delivery.
•Evidence: clear photos of outer packaging, inner packaging, item condition, and labels; keep the packaging until we close the case.
•Return required? Case-by-case (may be evidence-only for safety).
•Remedy options: replacement or refund.
•Return cost: Aomnia covers approved return pickup costs.
C) Missing Item / Missing Parts
•Claim window: within 24 hours of delivery.
•Evidence: photos of what arrived plus the packaging; order details; any unboxing video (optional).
•Return required? Usually no (we typically resolve by partial refund or replacement).
•Remedy options: partial refund, replacement of the missing item/part, or full refund where appropriate.
•Return cost: not applicable (usually no return).
D) Not as Described
•Claim window: within 3 days of delivery.
•Evidence: photos/video showing the mismatch; screenshots of the listing (if helpful).
•Return required? Often yes (unless the item is non-returnable/safety-sensitive).
•Remedy options: refund (and/or replacement where practical).
•Return cost: Aomnia covers approved return pickup costs.
E) Defective Item
•Claim window: notify us within a reasonable time after discovery, and within any disclosed warranty/assessment period.
•Evidence: a description of the fault; photos/video; serial number (where relevant); packaging/labels if available.
•Return required? Often yes for assessment, especially for electronics and high-value items.
•Remedy options: refund by default (we may also offer a replacement where practical and you agree).
•Return cost: Aomnia covers approved return pickup costs.
F) Change of Mind
•Return window: the vendor's stated change-of-mind window shown on the product page / at checkout. If none is clearly stated, the default window is 7 days from delivery.
•Condition requirements: the item must be unused/unworn, in its original packaging, with all accessories, resalable, and with hygiene seals intact. An opened-but-unused item is accepted only where the vendor allows it and the conditions are met.
•Restocking fee: may apply, as set by the vendor, and only if it was clearly disclosed before you committed to the purchase.
•Return required? Yes.
•Remedy options: refund of the item price (subject to inspection, deductions, and this Policy).
•Return cost: you pay the return pickup cost for change-of-mind returns.
•Loyalty points: a triple-points penalty applies to change-of-mind returns (see clause 14.2).
Claim windows: damage-in-transit and missing items/parts must be reported within 24 hours; wrong-item and not-as-described within 3 days. Reporting after a window does not remove any non-waivable consumer right, but it may limit our ability to investigate.
6) How to Request a Return or Refund (step by step)
6.1 Contact us within the applicable window:
•Email (recommended): customersuccess@aomnia.com
•Phone / WhatsApp support: +1 (246) 426-5292
•If we take details by phone or WhatsApp, we may ask you to email the evidence so we can log it properly.
6.2 Include: your order number, account contact details, delivery date/time, what happened, the remedy you want, and supporting evidence (photos/video where relevant).
6.3 Case number: we will log your request and issue a case/reference number. We may ask for more information before approving any return or refund.
7) Evidence and Inspection Rules
7.1 Keep the item and packaging until the case is closed (or until we confirm you may discard it).
7.2 We may request additional verification for certain claims, including proof-of-delivery context (delivery photo and recipient name/signature), bank-transfer proof, serial numbers, and other records.
7.3 If we reasonably determine that the evidence is incomplete or inconsistent, we may pause the process until verification is completed.
8) Return Pickup Rules (Aomnia pickup only)
8.1 Pickup scheduling. Aomnia schedules the pickup after return approval (or conditional approval where inspection is required).
8.2 Customer responsibilities.
•a) package the item safely;
•b) include all accessories and free items that came with it;
•c) make the item available at the agreed pickup time.
8.3 Failed pickups. If a pickup fails because you are unavailable or the address details are incorrect, we may reschedule and may charge additional pickup costs (especially for change-of-mind returns).
8.4 Unsafe items. We may refuse to pick up items that are unsafe to transport or not packaged safely, and we may resolve the case using evidence-only methods where appropriate.
9) Refund Method and Timing (bank transfer only)
9.1 Refund method. Approved refunds are issued by bank transfer only, to the Original Payer only, as a strict anti-fraud control. Where an Order was paid wholly or partly with a Gift Certificate, the Gift-Certificate-funded portion is returned first to Gift Certificate Balance / account credit, and any remaining amount is returned by bank transfer to the Original Payer.
9.2 Timing.
•a) After approval, we aim to initiate the refund within 1 Business Day.
•b) Where we must receive and inspect the return first, we aim to initiate the refund within 1 Business Day after receipt and inspection.
•c) Your bank may take additional time to reflect the funds.
9.3 Incorrect bank details / mismatches. If the details needed to refund the Original Payer are missing, wrong, or cannot be verified, we may pause the refund until they are corrected. We are not responsible for delays caused by incorrect or incomplete information.
9.4 Partial refunds. We may issue partial refunds for missing items or single-item issues in a multi-item Order without requiring return of the whole Order.
10) Non-Returnable / Final-Sale Categories (and exceptions)
10.1 Generally non-returnable (health / safety / integrity) — nine categories:
•a) perishables;
•b) intimate items;
•c) medicines / pharmacy items;
•d) cosmetics / hygiene-sensitive items (subject to the exception in 10.2);
•e) gift certificates;
•f) clearance / final-sale items (change of mind not permitted);
•g) special orders;
•h) customised / personalised items;
•i) digital goods.
10.2 Cosmetics exception. Cosmetics may be returned for change of mind only if unopened and the seal is intact, subject to the vendor's stated return window and inspection.
10.3 Perishables exception. Perishables may still receive remedies if they are wrong, damaged, spoiled, unsafe, defective, or not as described. We may decide the safest resolution method and may not require a return.
10.4 Lawful remedies still apply. Even where an item is “non-returnable” or “final sale,” your lawful remedies still apply for faults, wrong goods, or not-as-described issues. We will act fairly and in line with Barbados consumer principles.
11) Pharmacy / Regulated Goods (special rules)
11.1 Pharmacy items are subject to additional safety and verification rules, including offline prescription handling where applicable, and ID at delivery.
11.2 Returns restriction. Medicines and pharmacy items are generally non-returnable for safety reasons, except where required by law or where we determine a remedy is appropriate due to an error or a verified issue.
11.3 Wrong item / damage at delivery. Report within 24 hours with photos and details. We will coordinate with the pharmacy vendor and the delivery team and determine a remedy consistent with safety and fairness.
11.4 ID / prescription verification refusal at delivery — a distinct outcome. If a pharmacy or age-restricted handover cannot be completed because ID or prescription verification fails, or the recipient is not eligible, the outcome is a Failed Regulated-Item Verification — this is a distinct outcome and is not treated as change of mind. In that case:
•there is no handover, and the item is returned to the pharmacy/vendor;
•the Delivery Fee remains charged;
•any refund of the item price is at Aomnia's discretion, based on safety and on whether Aomnia is at fault;
•no restocking fee and no triple-points penalty apply.
12) Delivery Fees and Tips
12.1 Delivery Fee — non-refundable except in two cases. The standard Delivery Fee is a flat BBD $10, shown at checkout. It is non-refundable except in the following two cases, which are the complete and exhaustive list:
•(1) Aomnia cancels the Order before dispatch because the item is out of stock; or
•(2) Aomnia cancels the Order before dispatch because of a pricing or listing error.
In both of these cases, you receive a 100% refund, including the Delivery Fee. No other situation results in a Delivery-Fee refund.
12.2 Redelivery. Where a delivery fails due to a customer-side reason (for example, a wrong address, unavailability, or a verification refusal), a same-day redelivery may be available where still operationally possible, for a flat BBD $10 Redelivery Fee. See the Delivery & Shipping Policy for full details.
12.3 Tips. Tips are optional and are generally non-refundable.
13) Order Cancellations (before / after Acceptance)
13.1 Because payment is by bank transfer and Orders require verification, we may cancel Orders that are unpaid or unverified, or where verification fails.
13.2 Customer cancellations. You may cancel before Acceptance (we may cap this at 3 cancellations per Account in any rolling 30-day period). After Acceptance and before dispatch: general goods and electronics are generally cancellable; food and groceries only until preparation begins; prescriptions only until processing begins. Where you cancel a verified, paid Order that we can still stop before dispatch, we will process an appropriate refund by bank transfer, subject to reasonable verification and fraud controls.
13.3 Aomnia cancellations (stock, pricing error, and similar). We may cancel for stock unavailability, a pricing error, fraud, inability to deliver, or a policy breach. Where we cancel before dispatch due to stock unavailability or a pricing/listing error, you receive a 100% refund, including the Delivery Fee (see clause 12.1). Where only part of an Order is affected, we refund the affected items and, where necessary, the full Order.
14) Points, Coupons, and Gift Certificates on Refunds
14.1 Loyalty / SWOP points. If points were earned on an Order that is later refunded or returned, those points are reversed proportionally. Where points were redeemed, the refund is based on the amount you actually paid after the points discount, and redeemed points are generally not re-credited. A points deduction may create a negative balance, which is corrected by deducting future points (subject to law). Points are governed by the SWOP Loyalty / Reward Points Terms of Service.
14.2 Change-of-mind penalty. For change-of-mind returns, Aomnia applies a triple-points penalty, implemented through points reversal/deduction under the SWOP Terms. This penalty is real and intended.
14.3 Gift Certificates. If an Order paid using a Gift Certificate is refunded, the Gift-Certificate-funded value is returned first to Gift Certificate Balance / account credit (not cash), consistent with the Gift Certificate Terms; any remainder is returned by bank transfer to the Original Payer (see clause 9.1).
14.4 Promotional credits / coupons. Promotional credits and coupons are generally not reissued on a refund, except where Aomnia is at fault and decides it is fair to reissue.
15) Abuse Prevention
15.1 We may refuse returns/refunds, require stricter evidence, or restrict Accounts where we reasonably suspect false claims, fabricated evidence, repeated abuse, or misuse.
15.2 Where appropriate, we may suspend Accounts or apply other platform enforcement actions consistent with our terms and policies, using a proportionate enforcement approach (warning, then temporary suspension, then termination), with immediate action permitted for serious issues.
16) Disputes and Appeals
16.1 If you disagree with a return/refund outcome, you may escalate through the disputes and appeals process in the Platform Terms of Service. This includes a single internal appeal, which you must request within 7 days of the decision or notice. We may uphold, vary, or reverse the decision.
16.2 If the matter remains unresolved internally, either party may refer it to arbitration in Barbados (single arbitrator, in English, under Barbados law), enforceable through the Barbados courts; urgent injunctive relief may be sought in the Barbados courts. You may also pursue any formal rights you have under Barbados law.
17) Changes to This Policy
17.1 We may update this Policy from time to time. We will give at least 7 days' notice by email (continued use of the platform after the notice period means you accept the change), except for urgent changes required by Barbados government policy, law, regulation, or a court order, which may take effect immediately with notice as soon as practicable.
18) Contact
•Customer Support: customersuccess@aomnia.com | +1 (246) 426-5292
•Support Hours: Mon–Thu 7:00am–7:00pm; Fri 7:00am–5:00pm
•Legal Notices: admin@aomnia.com
