Refund policy

Updated Date: 10/01/2025

1. 30-Day Return Policy

1.1 Refunds

A. Unopened Products: Any unopened product purchased directly from the Omada Store (store.omadanetworks.com) can be returned for a refund within 30 days of purchase, provided there is valid proof of purchase.

B. Opened Products: Products purchased directly from the Omada Store that have been opened may be returned for a refund under the following conditions:

    • The items must be returned within 30 days of purchase.
    • The item must be in its original packaging with all accessories, manuals, and documentation included.
    • The product must not be damaged due to misuse or improper installation.

C. Defective Products: Defective Products purchased directly from the Omada Store (store.omadanetworks.com) can be returned for a refund within 30 days of purchase, provided there is valid proof of purchase.

D. Order Cancellation: Orders may be canceled within 30 minutes after submission. A Cancel button will be available on the Order Confirmation page and the Order Detail page during this time.
After the 30 minute window please contact us at support.store@omadanetworks.com
 to request cancellation. Order cancellation after 30 minutes is not guaranteed.

1.2 Defective Items

Defective Products purchased from the Omada Store beyond 30 days of purchase may be returned for repair or replacement by submitting a Return Merchandise Authorization (“RMA”) request if they are under warranty. For more information, please review the Warranty Policy.

2. Non-Returnable Items

The following items are non-refundable and cannot be returned:

  • Products marked as final sale or non-returnable at the time of purchase.
  • Software licenses, digital downloads, or activation keys.
  • Products are non-refundable if they are damaged, abused or missing any accessories.

3. How to Initiate a Return

To start the return process:

  • Log in to your Omada Account and locate the order you wish to return. Select a return reason from the menu. If none apply, choose Other and provide details in the Notes field.
  • Once submitted, our team will review your request. If approved, you will receive a Return Merchandise Authorization (RMA) number along with return instructions.
  • Please carefully package the item and clearly label the RMA number on the outside of the box.

    Note: Returns without an RMA number may be refused.

4. Return Shipping Responsibility

  • For non-quality-related returns, the buyer is responsible for return shipping costs. A valid return receipt must also be provided.
  • For non-quality-related returns, Omada store will only refund the cost of the product itself.
  • For pre-order items, the 30-day return period begins on the shipping date, not the order date.

5. Inspection and Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed to the original payment method within 3 to 7 business days.

6. Exchanges & Replacements

We do not offer direct product exchanges.

If you wish to replace an item, please initiate a return and place a new order.

7. Late or Missing Refunds

If you haven’t received your refund after 10 business days:

  • Check your bank or credit card account.
  • Contact your payment provider — it may take additional time before your refund is officially posted.
  • If you’ve done all of this and still have not received your refund, contact us at support.store@omadanetworks.com

8. Products purchased from a third-party retail store

For Products purchased from a third-party retail store, each individual retailer will have its own returns policy. Please contact the retailer you purchased from to determine its return policy and process. The return policy described in this section applies to Products purchased directly from the Omada Store.