Return Policy

Last updated 11th April 2024

Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund only. Please see below for more information on our return policy.

RETURNS

All returns must be postmarked within 14 days of the purchase date. All returned items must be in new and unused condition, with all original tags and labels attached.

RETURNS PROCESS

To return an item, please email us at hi@otisandi.com to obtain a return authorisation and further instructions. After receiving authorisation place the item securely in its original packaging and include your order number, and mail your return to the address provided.

Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return.

REFUNDS

After receiving your return and inspecting the condition of your item, we will process your return. Please allow at least 7 working days from receipt of your item to process your return. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.

EXCEPTIONS

Unfortunately, we are not able to accept returns of custom orders as these can not be resold to other customers. If you are unable to use you bespoke item for a reason outside of our control we suggest you donate it to a friend or other dog owner.

For defective or damaged products, please contact us at the contact details below to arrange a refund or exchange. 

Please note: Customers will only be issued a refund upon the business receiving the returned item. 

QUESTIONS

If you have any questions concerning our return policy, please contact us at: hi@otisandi.com