Refund policy

OVERVIEW At Ochi The Otter, we want you to be completely satisfied with your purchase. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

1. ELIGIBILITY FOR RETURNS

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Non-returnable items:

  • Gift cards.

  • Downloadable software products.

  • Personalized or custom products (special orders).

  • Personal care goods (such as beauty products or health items) for hygiene reasons.

  • Items on sale (unless defective).

2. RETURN PROCESS

To start a return, you must contact us at contact@ochitheotter.com. Please note that returns must be sent to the following address:

Alejandro Salazar Mazabel / Ochi The Otter Calle Torresal 17, 1B Torrevieja, Alicante, 03181, Spain

If your return is accepted, we will provide you with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. ### 3. SHIPPING COSTS Return shipping costs are at the customer's expense. Shipping costs from the original order are non-refundable. If you receive a refund, the cost of return shipping (if handled by us) will be deducted from your refund. For items valued over 75€, we recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

4. DAMAGES AND ISSUES (DEFECTIVE PRODUCTS)

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. In these cases, we will evaluate the issue and provide a replacement or a full refund at no cost to you.

5. EUROPEAN UNION 14-DAY COOLING OFF PERIOD

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification (Right of Withdrawal). The item must still be in its original condition and packaging.

6. EXCHANGES

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We only replace items directly if they are defective or damaged.

7. REFUNDS

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days.

Late or missing refunds: If you haven’t received your refund yet:

  1. Check your bank account again.

  2. Contact your credit card company (it may take time before it's officially posted).

  3. Contact your bank. If you’ve done all of this and still have not received your refund, please contact us at contact@ochitheotter.com.

8. GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. If the item wasn’t marked as a gift, we will send the refund to the gift giver.