Refund policy

At OTTERA, we are committed to providing premium-quality products and ensuring every customer enjoys a seamless shopping experience.

Please read our Return & Refund Policy carefully before making a purchase.

Returns

We do not accept returns or exchanges for change of mind, incorrect product selection, incorrect size, color preference, or personal preference.

Please review your order carefully before completing your purchase, as all sales are considered final.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of receiving your order.

To help us resolve your request quickly, please provide:

Your order number
A brief description of the issue
Clear photos and/or a short video showing the defect or damage

Please send your request to:

support@ottera.store

Once your claim has been reviewed and approved, a full refund will be issued to your original payment method.

In most cases, you will not be required to return the defective or incorrect item.

OTTERA reserves the right to request additional information, photos, or videos before approving any refund request.

Lost or Delayed Orders

If your order has not arrived within the estimated delivery timeframe, please contact us at support@ottera.store.

We will investigate the shipment with the shipping carrier before issuing a replacement or refund.

Please note that shipping investigations may take several business days depending on the carrier.

Delivered Orders

Orders marked as Delivered by the shipping carrier are considered successfully delivered.

If you believe your package has been delivered incorrectly or cannot be located, please contact us within 7 days of the delivery date. We will assist you in opening an investigation with the shipping carrier.

OTTERA is not responsible for packages lost or stolen after confirmed delivery.

Incorrect Shipping Address

Customers are responsible for providing complete and accurate shipping information.

OTTERA cannot be held responsible for orders shipped to an incorrect or incomplete address provided during checkout.

If you notice an error in your shipping information, please contact us immediately before your order has been dispatched.

Non-Returnable Items

For hygiene, quality assurance, and product integrity reasons, we do not accept returns or refunds for:

Change of mind
Incorrect size, color, or product selection
Products that have been used, worn, washed, or damaged after delivery
Items damaged due to misuse, improper care, or normal wear and tear
Sale or clearance items
Gift cards
Personalized or custom-made products (if applicable)

Customs, Duties & Taxes

International orders may be subject to customs duties, taxes, or import fees imposed by your country's customs authority.

These charges are the responsibility of the customer unless otherwise stated by OTTERA.

Refunds

Once your claim has been reviewed and approved, your refund will be processed to your original payment method within 5–10 business days.

Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.

If you have not received your refund after 15 business days, please contact us at:

support@ottera.store

Refunds will only be issued to the original payment method used when placing the order.

Fraud Prevention

To protect both our customers and our business, OTTERA reserves the right to decline refund requests that:

Cannot be verified with sufficient evidence.
Are determined to be fraudulent or abusive.
Show signs of misuse of our refund policy.
Involve repeated suspicious claims.

Force Majeure

OTTERA shall not be held responsible for delays or failure to fulfill orders caused by circumstances beyond our reasonable control, including but not limited to: