Returns and Refunds

1. Introduction

At Otso.ae, we strive to ensure customer satisfaction with every purchase. If you are not fully satisfied with your order, we offer a hassle-free return and exchange policy, subject to the terms outlined below.

2. Eligibility for Returns and Exchange

Returns and exchanges are accepted within 14 days of the purchase date.
The product must be unused, unworn, and in its original packaging with all tags and labels intact.

Items that are damaged, washed, or altered after purchase will not be eligible for return or exchange.

Products marked as final sale, promotional, or customized items are not eligible for return or exchange.

3. Return and Exchange Process

To initiate a return and exchange, please contact our customer support team at team@otso.ae with your order details and reason for return.

Upon approval, we will provide you with instructions on how to return the product.

The item must be shipped back to us within 7 days of receiving return approval.

Returns and exchanges must be sent using a trackable shipping service; Otso.ae is not responsible for lost or delayed shipments.

4. Refund Process

Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund.

Approved refunds will be processed within 7-10 business days and credited to the original payment method.

Shipping fees are non-refundable, unless the return is due to a manufacturing defect or an incorrect item sent by Otso.ae.

5. Exchange Policy

Exchanges are subject to stock availability.

If the requested exchange item is unavailable, you may opt for a refund or choose another item of equal value.

If the replacement item is of a higher price, the customer must pay the price difference.

6. Defective or Incorrect Items

If you receive a defective or incorrect item, please contact us within 48 hours of delivery.

We will arrange a replacement or issue a full refund, including shipping costs, if the item is deemed faulty.

7. Non-Returnable Items

The following items are non-returnable and non-exchangeable:

Customized or personalized products.

Gift cards and promotional items.

8. Return Shipping Costs

If the return is due to change of mind, the customer is responsible for return shipping costs.

If the return is due to a defective product or incorrect order, Otso.ae will cover the return shipping cost.

9. Cancellation Policy

Orders can be canceled within 24 hours of placement, provided they have not been shipped.

Once an order has been dispatched, it must go through the standard return process.

10. Contact Information

For any questions regarding our Returns and Exchange Policy, please contact us at: 
Email: team@otso.ae 

Otso.ae reserves the right to modify this policy at any time. Any changes will be updated on this page.