Refund policy

At Otto, we stand behind the quality of our products and want you to have the best possible experience. If you’re not completely satisfied with your purchase, we’ve created a clear and customer-friendly return and refund policy to guide you through the process.

General Return Policy

Return Window

  • Returns are accepted within 30 days of the delivery date.
  • After 30 days, we cannot accept returns or issue refunds.

Eligibility Criteria

To qualify for a return, your product must meet the following conditions:

  • Unused and unopened in its original condition.
  • Original packaging intact, including all labels, seals, and inserts.

Products that have been opened, used, or altered in any way cannot be returned due to hygiene and safety standards, unless they are defective or damaged.

Return Procedure

Step 1: Initiate Your Return

  • Contact us at support@ottoforyou.com within 30 days of receiving your order. Include:
    • Your order number.
    • The reason for your return.
    • Photos if the product is defective, damaged, or incorrect.

Step 2: Return Authorisation

  • Once your request is reviewed, we will provide a Return Authorisation Number (RAN) and detailed return instructions within 1-2 business days.
  • Returns without a RAN will not be accepted.

Step 3: Ship the Item Back

  • Package the product securely to avoid damage during transit.
  • Ship it to the return address provided in the return instructions.
  • Customers are responsible for return shipping costs unless the item is defective or an error occurred on our end.

Refund Policy

Refund Approval

  • Upon receiving and inspecting your returned item, we will notify you of the approval or rejection of your refund. This process typically takes 2-3 business days after the return is received.

Refund Process

  • Approved refunds will be issued to your original payment method within 10 business days.
  • Original shipping fees are non-refundable unless the return is due to a defective, damaged, or incorrect product.

Refund Denial

  • Refunds may be denied if the product:
    • Is returned outside the 30-day window.
    • Has been opened or used (unless defective).
    • Is missing its original packaging.

Exchanges

Defective or Damaged Items

  • If you received a defective or damaged product, contact us at support@otto within 7 days of delivery.
  • Include:
    • Photos of the defect or damage.
    • Your order number.
  • We will replace the product at no additional cost or issue a full refund.

Different Product Exchange

  • At this time, we do not offer direct exchanges for different products. If you’d like to try another product, we recommend initiating a return and placing a new order.

Non-Returnable Items

Certain items cannot be returned:

  • Gift cards.
  • Final sale items or items purchased during promotional events (unless defective or cause irritation).
  • Items not purchased directly from Otto’s official website.

Late or Missing Refunds

If you haven’t received your refund within 10 business days of receiving confirmation:

  1. Check with your bank or credit card provider, as processing times can vary.
  2. Contact us at support@ottoforyou.com if further assistance is needed.

Customer Support

For any questions or concerns regarding returns or refunds, please reach out to us at support@ottoforyou. Our team is available to assist you Monday through Friday, and we strive to respond within 24-48 hours.

Irritation Guarantee

At Otto, your comfort and satisfaction are our top priorities. While our deodorants are formulated with gentle, natural ingredients to suit all skin types, we understand that everyone’s skin is unique. If you experience irritation after using our product, we’re here to help.

Irritation Refund Policy

If our deodorant causes irritation:

  • You are eligible for a full refund of the product price.
  • We kindly ask for photo evidence of the irritation to better understand the issue and ensure continuous improvement in our formulas.

How to Request an Irritation Refund

Contact Us

  • Email us at support@ottoforyou.com within 30 days of receiving your order.
  • Include your order number, a brief description of the irritation, and clear photos showing the affected area.

Review and Approval

  • Our team will review your claim within 1-2 business days and confirm your refund eligibility.

Refund Processing

  • Once approved, your refund will be processed to your original payment method within 7 business days.

Our Commitment

We take skin irritation seriously and are committed to ensuring every Otto customer has a positive experience. Your feedback helps us refine our products and deliver the best possible care.

If you have any questions or concerns, don’t hesitate to reach out. We’re always here to support you!