Return & Refund Policy

Last Updated: May 26, 2025

At Otucare, customer satisfaction is important to us. We want every customer to feel confident when shopping with our store. If you are not completely satisfied with your purchase, we are here to help through our straightforward return and refund process.

This Return & Refund Policy explains the conditions, timelines, procedures, and requirements related to returns, refunds, damaged products, cancellations, and non-returnable situations. Please read this policy carefully before submitting a return request.

This policy applies to all products purchased directly through our online store, including Bracelets, Earrings, Necklaces, and Rings collections.

1. Return Eligibility

Customers may request a return within 30 days from the date the order is delivered.

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

• The item must be unused and in its original condition.
• The item must be returned with original packaging whenever possible.
• The product must not show signs of damage caused by misuse, improper handling, or unauthorized modifications.
• The return request must be submitted within the approved return window.

We reserve the right to deny returns that do not meet the conditions outlined in this policy.

Customers are encouraged to inspect their orders immediately after delivery and contact us promptly if there are any concerns regarding the product received.

2. Return Window

Our return policy allows customers to request returns within 30 calendar days after delivery.

Return requests submitted after the allowed return period may not be accepted.

3. Return Process

Customers who wish to return an item should contact our Store Information team before sending the product back. This allows us to review the request and provide return instructions.

To help us process your request efficiently, please include:

• Order number
• Customer name
• Email address used during checkout
• Description of the issue or reason for return
• Photos if the item arrived damaged or incorrect

Once the return request is approved, customers will receive instructions regarding the next steps for the return process.

Products returned without prior approval may experience delays in processing.

4. Refund Process

After the returned product is received and inspected, we will notify the customer regarding the refund approval status.

Approved refunds are processed back to the original payment method used during checkout.

Refunds may take up to 12 business days to appear in the customer’s account depending on payment provider processing times, banking procedures, and financial institution policies.

Once the refund has been issued, customers will receive a confirmation notification by email.

Please note that financial institutions may require additional time before refunded funds become fully available in the account balance.

5. No Restocking Fees

Otucare does not charge restocking fees for approved returns.

Customers who qualify for a return under this policy will not be charged additional return processing fees by our store.

Our goal is to maintain a fair and customer-friendly return experience while ensuring transparency throughout the process.

6. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible after delivery.

Customers should provide clear photographs showing the issue so our support team can review the situation efficiently.

Once verified, we will work to provide an appropriate resolution, which may include:

• Replacement item
• Refund approval
• Store assistance for resolving the issue

We strongly recommend customers inspect all packages immediately upon delivery.

7. Non-Returnable Situations

Certain situations may make items ineligible for return or refund consideration.

Returns may be refused if:

• The return request is submitted beyond the allowed return period.
• The item shows signs of misuse, intentional damage, or excessive wear.
• The product is returned incomplete or missing components.
• The item was not purchased directly from our official store.

We reserve the right to evaluate all returned products before final approval.

8. Order Cancellation

Customers who need to cancel an order should contact us immediately after placing the order.

Because orders are processed quickly, cancellation requests cannot be guaranteed once fulfillment or shipment preparation has begun.

If the order has already shipped, the cancellation request may no longer be possible and the order will continue through the delivery process.

9. Late or Missing Refunds

If you have not received your refund within the expected timeframe, we recommend checking with your bank or payment provider first, as processing times may vary between financial institutions.

Some banks and payment providers may require additional time before the refunded amount becomes visible in your account.

If you still require assistance after allowing sufficient processing time, please contact our Store Information team for additional support.