RETURN POLICY

Important: Please read our return policy carefully. No exceptions will be made, as you have accepted the terms and conditions at the time of purchase.

Returns:

Returns sent to us without prior request and approval will not be accepted and you will lose your right to a refund.

1. Deadline: You can return the product within 14 days of receipt. If 14 days have passed, unfortunately we cannot offer a refund or exchange.
2. 2. Condition: The product must be in the same condition in which it was received, unused and in its original packaging. For products where hygiene is important, they should be cleaned thoroughly before starting the return process.
3. 3. Exclusions: Some products cannot be returned for hygiene reasons, such as underwear, lingerie, pantyhose and some sanitary products.
4. 4. Starting the procedure: If you want to return a product, please send an email to: otizenshop@hotmail.com with the order number, the reason for the return, possibly a photo of the product in case of damage and your contact details . We only have one return address in China, so returning to another address is not possible and is not sufficient for order refund. Returns sent without prior notification will be considered invalid.
5. 5. Return at your own risk: Please note that returning products is at your own risk. The company is not responsible for packages lost or detained at customs during the return process.
6. 6. Track & Trace: Your return must be accompanied by a track & trace code, which will be shared with us. This way, we can precisely determine when your return reaches our warehouse, after which we will initiate the refund immediately. Without a tracking code, we cannot track the shipment and the right to a refund is void, as we cannot confirm that the order actually reached us.

REFUND:

Procedure: Once we have received and inspected your return, we will send you an email to inform you of the approval or rejection of your refund. If approved, your refund will be processed and a credit will automatically be applied to your credit card or original payment method within 30 days.

Late or no refund: If you have not received your refund after 30 days, please check your bank account again. If you have not received it yet, please contact us at otizenshop@hotmail.com

Expenses:Return shipping costs: All customers are responsible for return shipping costs. We recommend that you provide your return shipment with a Track & Trace, as we cannot take responsibility for lost returns. The product must be sent back to China. Return shipping costs start from 20 euros and are paid by the customer.

Exceptions:

Defective products: If you have received a defective product, we will always send you a new product free of charge.

Cancellation: Orders cannot be canceled after being placed due to our automated system.

For questions or further information about our returns policy, please contact us at otizenshop@hotmail.com