Return and Exchange Policy – Otantik Trading Company Products – C.R. Number 140190

General Notes:
• The policy varies depending on the type of sale: online or wholesale.
• All refunds will be processed using the original payment method or in cash, or may be exchanged for a purchase voucher, according to the customer’s preference.
• The exchange and return period begins from the actual date of receipt of the product.
• Returns must be made using the original packaging and all accessories, with appropriate packaging to protect the product during transportation.
• Transportation and return costs will be covered by the company in the event of a manufacturing defect; however, for returns made for other reasons, the customer shall bear the transportation costs.
• The return and exchange policy does not conflict with local consumer protection laws, and any disputes shall be governed by local law.
• Customers are allowed to test the products using hot water only, which is the only permitted method of testing before a return.
• Communication Channels: Return or exchange requests can be submitted through the following:

  1. The company’s official email address.
  2. The online form available on the company website.
  3. Direct phone contact with sales representatives.
  4. The dedicated customer service WhatsApp number.

Online Sales

Exchange and Return Period: 3 days from the actual date of receiving the shipment.

Exchange:

  1. The customer has the right to exchange the product within 3 days.
  2. The product must be in its original condition, exactly as received, unused or undamaged, and in its original packaging with all accessories.
  3. The customer must provide the invoice or order number and product photos when submitting a request.
  4. Transportation Responsibility: The customer is responsible for any damages during the return shipment unless the product has a manufacturing defect.
  5. Shipping Fees: The company covers the return shipping costs in case of a manufacturing defect; otherwise, the customer bears the shipping costs.

Return and Refund:

  1. Returns are only permitted in cases of manufacturing defects or if the product does not match the description.
  2. The product will be technically inspected within 3 days from the date of receipt.
  3. If the issue is confirmed, the product will be replaced. If the item is unavailable, the customer may choose between:
    • Receiving another product,
    • A refund equivalent to the sale value, or
    • A purchase voucher of the same value.
  4. Refund Processing Time: Refunds are issued within 7–10 working days after verifying the condition of the returned product.

Exceptions:

  1. Personal or perishable products such as scented candles or customized items.
  2. Products that have been intentionally opened or used to falsely claim defects.
  3. Discounted or custom-made products are non-returnable and non-exchangeable unless a manufacturing defect is proven.

Request Procedure:

  1. Return or exchange requests must be submitted through any of the communication channels listed above.
  2. Required documents, such as invoice number and product images, must be provided.

Partial Exchange Policy:

If only part of the order is returned or a single product is exchanged from a group, the difference or refund amount will be calculated based on the value of the returned product.

Hidden Defects Policy:

If a manufacturing defect is discovered shortly after use, it will be handled according to the same return and exchange procedures, after verifying the product’s condition.


General Provisions for All Sales

  1. The company reserves the right to reject any return or exchange request that does not meet the stated conditions.
  2. Any dispute shall be referred to the relevant Consumer Protection Authority in the country of sale for resolution.
  3. Submitting a return or exchange request constitutes the customer’s explicit acceptance of this policy and its terms.
  4. This policy is considered an integral part of the sales contract.
  5. In case of conflict between this policy and local laws, the provisions offering greater protection to the customer shall apply.