Refund policy

Last updated:09/01/2026

30-day returns

You can return your order within 30 days of delivery.

The product may be opened and tested — we would rather you tried it. To

be accepted, a return must include the original packaging and all

accessories: mop pads, side brush, dust bag, filter, and power cable.

We cannot accept returns that are damaged beyond normal inspection, or

that are missing parts.

How to return something

1. Email [CONTACT EMAIL] within 30 days of delivery with your order

number and the reason for return.

2. We will reply with a return address and instructions.

3. Send the item back within 14 days of contacting us.

Please do not send anything back before contacting us — unannounced

returns can go missing and we cannot refund what we cannot identify.

Who pays return shipping

DECISION — change if you disagree

If the product is faulty, damaged on arrival, or not what you ordered,

we pay return shipping. Send us a photo and we will arrange it.

If you have simply changed your mind, return shipping is at your cost.

We recommend a tracked service — until it reaches us, the item is your

responsibility.

Refunds

Once your return arrives and we have checked it, we issue your refund

within 3 business days.

Refunds go back to the original payment method. Your bank may take a

further few days to show it.

If the item is faulty, we refund the original delivery charge too. For a

change-of-mind return, we refund the product price only.

2-year warranty

DECISION — change if you disagree

Your Omni S2 is covered for 24 months from delivery against defects in

materials and workmanship.

Covered: motor failure, suction loss not caused by a blockage, docking

station faults, battery failure, sensor and navigation faults, and any

manufacturing defect.

Not covered: accidental damage, drops, liquid damage beyond normal water

tank use, damage from misuse or from ignoring the instructions, cosmetic

marks that do not affect function, and unauthorised repairs or

modification.

Not covered as consumables: brushes, mop pads, filters, and dust bags

wear out with use and are replacement parts, not warranty items.

To make a warranty claim, email support@costy.shop with your order number

and a description of the fault. Photos or a short video help. We will

repair the unit, replace it, or refund you — whichever is appropriate.

Your legal rights

Nothing on this page reduces your statutory rights.

UK customers: under the Consumer Contracts Regulations you have 14 days

from delivery to cancel for any reason, and a further 14 days to return

the goods. Our 30-day policy above is more generous and you may use

whichever suits you. Under the Consumer Rights Act 2015, goods must be

of satisfactory quality, fit for purpose, and as described.

US customers: your rights vary by state and are unaffected by this

policy.

Damaged on arrival

If your parcel arrives visibly damaged, photograph it before opening and

email us within 48 hours. We will replace it at no cost.