Return and Exchange Policy –Otantik General Trading Company Products – C.R Number 1612819

General Notes:

• The policy differs depending on the type of sale: Online or Wholesale.
• All refunded amounts will be returned using the original payment method, in cash, or replaced with a store credit voucher, according to the customer’s choice.
• The return/exchange period starts from the actual date of receiving the product.
• Products must be returned in their original packaging and include all accessories, with proper packaging to ensure protection during shipping.
• Shipping/return costs are covered by the company in case of a manufacturing defect. If the return is for other reasons, the customer bears the shipping cost.
• The return and exchange policy does not conflict with local consumer protection laws, and any disputes will be governed by local law.
• Customers are only allowed to test the products using hot water — this is the only acceptable form of testing before initiating a return.
• Contact channels: Requests for return or exchange can be made through the following:

  1. The company’s official email.
  2. The online request form on the website.
  3. The direct sales hotline.
  4. The dedicated WhatsApp number for customer service.

Online Sales

Return and exchange period: 3 days from the actual date of receiving the shipment.

• Exchange:

  1. The customer has the right to exchange the product within 3 days.
  2. The product must be in its original, unused, undamaged condition, including all packaging and original accessories.
  3. The purchase invoice, order number, and photos of the product must be presented when requesting an exchange.
  4. Transport responsibility: The customer is responsible for any damage during return shipping, except in cases of manufacturing defects.
  5. Shipping fees: If the return is due to a manufacturing defect, the company covers return shipping costs. Otherwise, the customer bears the shipping fees.

• Return and Refund:

  1. Returns are only accepted in cases of manufacturing defects or if the product does not match the description.
  2. The product will undergo a technical inspection within 3 days of receipt.
  3. If the defect or issue is confirmed: the product will be replaced. If the item is unavailable, the customer may choose between another product, a refund for the product value, or a store credit voucher.
    Refund timeline: Refunds are processed within 7–10 business days after verification of the product’s condition.

• Exceptions:

  1. Personal items or perishable products such as scented candles or custom-made products.
  2. Products that have been opened or used intentionally to mislead the company into believing there is a defect.
  3. Discounted or custom-made products cannot be exchanged or returned unless there is a manufacturing defect.

• Request Procedure:

  1. The return/exchange request must be submitted through one of the communication channels listed above.
  2. The required documents (invoice number, product photos, etc.) must be provided.

• Partial Exchange Policy:
If only part of an order is returned or exchanged, the refund or price difference will be calculated proportionally based on the value of the returned product(s).

• Hidden Defects Policy:
If a manufacturing defect is discovered after a short period of use, it will be handled under the same return/exchange process following product verification.

 

General Provisions for All Sales

  1. The company reserves the right to reject any return or exchange request that does not meet the stated conditions.
  2. Any disputes will be referred to the relevant consumer protection authority in the country of sale for resolution.
  3. Submitting a return or exchange request constitutes explicit acceptance of this policy and its terms.
  4. This policy is considered an integral part of the sales contract.
  5. In case of any conflict between this policy and local laws, the provisions most protective of the customer will apply.