Refund policy

Otello's Home Returns & Refunds Policy

At Otello's Home, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a straightforward and customer-friendly returns policy. Please take a moment to read the following guidelines to ensure a smooth and hassle-free return process.

 

To help make our returns hassle free for our wonderful customers, we are able to provide return delivery quotations from our trusted courier partners. If you would like a quotation please reach out to our team.

 

Returns Process:

1. To initiate the return process, please use the form on our Request A Return page. Please let us know your order number, the item(s) you wish to return, the reason for the return and your desired outcome (refund/exchange). If your item(s) are damaged, claims must be submitted within 24 hours of receipt of delivery. We also ask you to provide photographic evidence as this will help with your claim.
2. We will then guide you through the return process and provide you with a return address.
3. Please ensure that the item(s) you are returning meet our return conditions (outlined below).
4. Package the item(s) securely in the original or similar packaging to ensure safe transit.

 

Return Conditions:

• We accept returns within 14 days of receiving your order. Return claims must be made as soon as possible however we will review claims up to 14 days after delivery.
• If your item is returned back to us outside of the 14 day window, your return will not be accepted and will be returned back to you.
• The item(s) must be returned unused, complete, and in perfect condition.
• Please ensure that the products are packaged in the same packaging as they were received to prevent any damage during transit and a smooth return process.
• Writing directly on the product packaging may affect your eligibility for a refund, so please avoid doing so.

Refund or Exchange:

• Once we receive the returned item(s) and verify their condition, we will process your refund or exchange within 10 working days of receiving the return.
  
• For returns due to reasons other than damage or defects, a refund will be issued for the merchandise total. The original delivery fee is not refundable.
• Refunds will be issued using the original payment method used for the purchase.
• Please note that once an order has been shipped and is currently in transit, we are unable to cancel or refund it.

 

Return Cost:

• The cost of return shipping will be borne by the customer.
• Return shipping costs may vary depending on your chosen courier, the size, and weight of the parcel.

Exceptions:

• Please note that made to order items may not be eligible for returns unless they are defective or damaged.

 

Damage Claims:

 

• Damage claims must be reported within 24 hours of receipt so that we can raise the matter with our courier’s insurance.
• Claims submitted after this period or without the original packaging may not be eligible for investigation, as we may be unable to establish whether the damage occurred during transit, during manufacture, or after delivery.

Warranty:
We provide a comprehensive 1-year warranty for all items within our product range. This warranty strictly covers manufacturing defects or damages incurred during production. It is important to note that this warranty is not applicable in cases of defects resulting from normal wear and tear, deliberate harm, accidents, negligence by the customer or any external party, usage of the product contrary to our recommendations, failure to adhere to our provided instructions, or unauthorised alterations or repairs performed without our explicit written consent.

 

Made To Order Products:
Made‑to‑order and customised items are crafted especially for you so cannot be cancelled or returned as per our returns policy.

 

We want your experience with Otello's Home to be enjoyable and stress-free. If you have any questions or need further assistance regarding your return, feel free to contact us at hello@otelloshome.com. Our team will be happy to assist you.

Thank you for shopping with Otello's Home!