Refund policy
Returns & Exchanges Policy
We offer a 14-day return policy, which means you have 14 days from the date you receive your order to request a return or exchange.
To be eligible for a return, items must be in the same condition as received. Products must be unused, unwashed, and in their original packaging with all tags intact. For hygiene reasons, towels must not be used. Proof of purchase is required.
Customers have the right to open the package upon delivery for inspection before accepting the order.
To initiate a return or exchange, please contact us at info@otntextiles.com. All requests must be approved before sending any items back.
Once your return is approved, we will provide instructions on how and where to send your package. Return and exchange shipping fees are the responsibility of the customer and are calculated based on the delivery location.
After we receive the returned items and complete a warehouse inspection, approved refunds will be processed via InstaPay.
Damages & Incorrect Items
Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, contact us immediately at info@otntextiles.com.
To proceed with approval, customers must provide clear photos of the defective or incorrect item. This allows our team to properly evaluate the issue.
Exchanges
Customers may request an exchange by contacting us via email. The replacement item must be clearly specified in the exchange request and approved in advance.
Upon delivery of the replacement item, the customer is required to hand over the original product to the courier. Exchange shipping fees apply and are calculated based on the customer’s delivery location.