Refund policy

Effective Date: 2025-10-29

1. Overview

At OmniNova Home Systems, we stand behind the quality of our products. This policy explains when and how returns and refunds are accepted for purchases made through omninovahomesystems.com. OmniNova Home Systems is operated by Russell Innovation Holdings, LLC.

Summary

  • Region: United States
  • Return window: 30 days total, but damage must be reported within 7 days of delivery
  • Return eligibility: Accepts returns for both defective and non-defective products if they meet policy conditions
  • Return shipping: Customer is responsible for return shipping costs unless the item is defective or damaged on arrival.
  • Restocking fee: 25% of the product price for approved returns

2. Contact Information

To start a return or report damage, contact our customer service team:

  • Email: support@omninovahomesystems.com
  • Phone: 1-210-900-2018
  • Legal Entity: Russell Innovation Holdings, LLC., Texas, United States — Texas SOS File No. 0806359008 (online-only retailer — no physical showroom; all returns are coordinated by email or phone and shipped to the address on your return authorization)

Hours: Monday to Friday, 9 AM to 5 PM CT

3. Eligibility for Returns

Returns are accepted under the following conditions:

  • The item arrived damaged, defective, or incorrect
  • The customer wishes to return a new item within the policy window
  • The damage or issue was reported within 7 days of delivery
  • The product is returned within 30 days of delivery
  • The item is unused and includes all original packaging and accessories

Items must be in new condition. Used or installed products cannot be returned unless defective upon arrival.

4. Reporting Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within 7 days of delivery. Include:

  • Your order number
  • Photos clearly showing the damage or issue
  • A brief description of the problem

We will review the information and, if approved, provide instructions and a prepaid return label.

5. Return Shipping and Fees

Approved returns due to damaged on arrival or incorrect items include a prepaid shipping label. Please use the provided label and ship the item within 7 days after approval.

Restocking Fee: All returned items are subject to a 25% restocking fee based on the product price. This amount will be deducted from your refund total. Exchanges for the same item will not incur a restocking fee.

If you send an item back without using the provided label, we may not reimburse you for shipping costs.

6. Refunds and Replacements

  • After receiving and inspecting your returned item, we will confirm whether a refund or replacement applies
  • Refunds are issued to the original payment method within 14 business days after approval
  • If you prefer, we can send a replacement item instead of a refund

7. Exchanges

We accept exchanges for both defective and non-defective products as long as they meet the return conditions. Replacement items are shipped once the returned item is received and approved.

8. Non-Returnable Items

Except where the item arrived damaged, defective, or incorrect, we cannot accept returns of:

  • Items reported after 7 days of delivery, or returned more than 30 days after delivery
  • Used, installed, registered, or activated products — including robotic mowers, pool cleaners, drones, and simulators that have been set up, paired to an app or account, flown, run, or had their boundary/mapping configured
  • Items damaged by misuse, neglect, improper installation, or unauthorized modification
  • Items missing original packaging, manuals, accessories, batteries, or included parts
  • Personalized, custom-built, made-to-order, or special-order products — including configured simulators, custom marquee and sign products, and dealer-fulfilled off-grid or solar kits built to your specification
  • Freight-shipped large items once the carrier has delivered and the delivery receipt has been signed without noting damage (please inspect freight deliveries before signing)
  • Software, licenses, downloadable content, and gift cards
  • Consumables and opened safety items — blades, filters, batteries sold separately, and similar wear parts once opened or used

If you are unsure whether an item is returnable, email support@omninovahomesystems.com with your order number before shipping anything back.

9. Cancellations

  • Orders may be canceled before shipment for a full refund
  • Once shipped, cancellations are not possible. You must follow the return process outlined above.

10. Legal Rights

This policy does not affect your rights under U.S. consumer protection law.

11. Changes to This Policy

We may update this policy from time to time. Changes take effect upon posting.

By purchasing from OmniNova Home Systems, you agree to this Return and Refund Policy. OmniNova Home Systems is operated by Russell Innovation Holdings, LLC.

Russell Innovation Holdings, LLC.
support@omninovahomesystems.com
1-210-900-2018
Texas, United States — Texas SOS File No. 0806359008 — online-only retailer

OmniNova Home Systems is a trade name of Russell Innovation Holdings, LLC.