Otter Concept - Returns and changes policy

Returns

If you are contracting as a consumer and user, you have the right to return the product within 14 calendar days of receipt of the order, without justification and provided that the product has not been used.

To request a return, you must send us an email to: [email protected] (within the 14 calendar days indicated above).

In this email you must include the following information:

• Order number.
• Items to be returned.
• Full name of the person who made the purchase.
• Date of purchase.

Return shipment

We will indicate the address to which you will have to send the product for its return.

The shipment of the product to our address will be at your expense. We recommend using a system that allows tracking. In case the package does not arrive at its destination, we will not be responsible for it and we will not refund the money.

Once received, we will verify that the product is in perfect condition, we will confirm by email the return and we will indicate the amount of the product that we will refund (never including shipping costs). For this, you will have to provide us with your bank details and we will make the payment within 15 working days from receipt.

Changes

The product is single size and, therefore, we only accept changes in the event that the product has a defect that prevents its correct use. Changes will not be accepted for purely aesthetic defects. For example, the product includes four plastic caps at the end of the elastic cords, this is an aesthetic addition that does not modify the functionality of the product. In the event that during transport or during use of the product these caps are damaged or detached from the cord, the product will not be changed.

To request a change, you must send us an email to: [email protected] (within 14 calendar days after the order has been delivered).

In this email you must include the following information:

• Order number.
• Items to be returned and received.
• Full name of the person who made the purchase.
• Date of purchase.

Change shipment

We will indicate the address to which you will have to send us the product you wish to change.

The shipment of the product to our address will be at your expense. We recommend using a system that allows tracking. In case the package does not arrive at its destination, we will not be responsible for it and we will not change the product nor refund the money.

Once received, we will verify that the product is in perfect condition, we will confirm the change by email and we will send you the new product (we will assume the cost of this shipment).

Important

Only products that are in perfect original condition, without any sign of use, stain or odor (perfume, chlorine) will be accepted. Changes or returns that do not meet these conditions will be rejected and, therefore, no money will be refunded.

The package must be well sealed, with the same labels and packaging with which it was received.