Refund policy

Return & Refund Policy

Last updated: August 26, 2026

This Return and Refund Policy applies to purchases made from OTOOR USA LLC, doing business as OTOOR USA ("OTOOR USA," "we," "us," or "our").

This policy explains which order and product issues are eligible for review, how to submit a claim, when a physical return may be required, return-shipping responsibilities, available resolutions, and refund processing times.

OTOOR USA does not accept discretionary returns or exchanges for non-defective products because of a change of mind, fragrance preference, buyer's remorse, an unwanted gift, or a customer ordering mistake.

Claims are accepted for orders involving products that arrive damaged, defective, incorrect, or missing, subject to the requirements and timeframes described below.

A physical return is required only when OTOOR USA authorizes a return for an eligible claim. Missing-item claims do not require a physical return unless an incorrect product was received and must be returned.

Policy Summary

Eligible claims include products that arrive damaged, defective, incorrect, or missing.
Claims must be submitted within 14 calendar days after delivery.
Visible damage, leakage, tampering, missing items, and fulfillment errors should be reported within 48 hours after delivery whenever reasonably possible.
Change-of-mind, fragrance-preference, buyer's-remorse, unwanted-gift, and customer-ordering-error returns are not accepted.
Voluntary exchanges are not accepted.
When an approved claim requires a physical return, OTOOR USA pays the approved return-shipping cost.
No restocking fee is charged for an approved eligible claim.
Approved refunds are issued to the original payment method.
Approved refunds are initiated within 2 business days after final approval.
Original shipping charges are generally non-refundable after shipment unless required by law or the refund results from an error by OTOOR USA or another circumstance expressly covered by this policy.
Products must not be returned without written authorization and approved return instructions from OTOOR USA.

Eligible Claims

A claim may qualify for review when:

A product arrives broken or visibly damaged.
A bottle arrives leaking.
A product has a functional defect, such as a spray mechanism that does not operate properly.
A package or product appears materially opened or tampered with during transit.
You receive a product different from what you ordered.
You receive the wrong fragrance, size, concentration, format, or quantity.
An item included in your confirmed order is missing.
The product received is materially different from the product description displayed at the time of purchase.
The product is subject to an applicable manufacturer or government safety recall.

Each claim is reviewed individually. Submitting a claim does not automatically guarantee approval, a return authorization, replacement, or refund.

Claim Reporting Period

Eligible claims must be submitted within 14 calendar days after the shipping carrier records the package as delivered.

The following visible shipping or fulfillment issues should be reported within 48 hours after delivery whenever reasonably possible:

Broken or visibly damaged products
Leakage
Opened or visibly tampered packages
Missing products
Incorrect products
Incorrect sizes, concentrations, formats, or quantities
Visible damage to product or retail packaging

Reporting within 48 hours helps us document the shipment condition, review fulfillment records, and pursue a carrier claim when applicable.

A claim submitted after 48 hours but within the 14-calendar-day claim period is not automatically approved or denied. We may consider the timing of the report, condition of the product and packaging, photographs, fulfillment records, carrier information, and other available evidence.

Claims submitted more than 14 calendar days after delivery may be denied unless applicable law requires another outcome, the product is subject to an applicable safety recall, or OTOOR USA determines that exceptional circumstances justify additional review.

Returns We Do Not Accept

OTOOR USA does not accept returns or issue refunds solely because of:

A change of mind
Buyer's remorse
Disliking the fragrance
A fragrance not smelling as expected
Personal scent preferences
An unwanted gift
Ordering the wrong product, fragrance, size, concentration, format, or quantity
Subjective concerns regarding fragrance strength, projection, longevity, dry-down, or scent development
Finding the product available elsewhere at a lower price
Differences from an online review, tester, sample, previous bottle, or personal memory
Products purchased from another retailer, marketplace, or website
Damage caused after delivery
Improper handling, use, or storage
Products materially altered, disassembled, or repaired after delivery
Products used beyond what was reasonably necessary to identify a possible eligible defect
Unauthorized returns sent without written approval
Minor manufacturer packaging, label, bottle, color, or batch variations that do not materially change the identity or normal use of the product
Damage limited to the outer shipping carton when the product and its retail packaging remain unaffected

Sale, clearance, promotional, and discounted products remain eligible for review if they arrive damaged, defective, incorrect, or missing. They are not eligible for change-of-mind or fragrance-preference returns.

Gift cards are not returnable or refundable except where required by applicable law.

Damage Caused After Delivery

This policy does not cover damage that occurs after the shipping carrier completes delivery.

Examples may include:

Dropping or breaking a bottle after delivery
Accidental damage
Mishandling or misuse
Improper storage
Damage caused by excessive heat, freezing temperatures, direct sunlight, humidity, or water
Opening, altering, disassembling, or attempting to repair a bottle or sprayer
Continued use after discovering the reported issue when continued use materially affects our ability to evaluate the claim

We may deny a claim when available evidence reasonably indicates that the reported damage occurred after delivery or is inconsistent with the condition documented at delivery.

Fragrance Preference and Performance

Fragrance experience can vary based on individual preference, skin chemistry, application, environment, climate, storage conditions, fragrance batch, and personal perception.

Disliking a fragrance or experiencing different fragrance strength, projection, longevity, dry-down, or scent development does not by itself establish that a product is damaged or defective.

Reasonable inspection or limited use necessary to identify a possible defect will not by itself disqualify an otherwise eligible claim.

Sensitivities and Adverse Reactions

An individual sensitivity or allergic reaction does not by itself establish that a product is defective.

If you experience irritation or another adverse reaction, discontinue use of the product. If you experience a severe or life-threatening reaction, seek appropriate emergency medical care.

OTOOR USA may review a claim when there is evidence that a product may be contaminated, defective, incorrectly labeled, materially different from its description, or subject to an applicable safety recall.

Nothing in this policy replaces professional medical advice.

How to Report a Problem

Contact OTOOR USA within 14 calendar days after delivery:

Email: support@otoorusa.com
Phone: +1 862-882-1619

Please provide:

Your full name
Your order number
The email address used for the order
A clear description of the issue
The name and quantity of each affected product
Clear photographs of the affected product
Photographs of the retail packaging when relevant
Photographs of the shipping box and internal packaging
A clear photograph of the shipping label
A photograph showing all products received when an item or quantity is missing
A short video when reasonably requested to demonstrate leakage, a defective sprayer, or another functional issue

Please stop using an affected product after discovering an issue when continued use could change its condition or interfere with the claim review.

Do not discard or materially alter the affected product, retail packaging, shipping carton, internal packaging, or shipping label until the claim has been reviewed.

Failure to provide information or evidence reasonably necessary to verify a claim may prevent us from approving the claim.

Missing Products and Incorrect Quantities

Missing-product and incorrect-quantity issues should be reported within 48 hours whenever reasonably possible and no later than 14 calendar days after delivery.

We may review:

Order records
Packing and fulfillment records
Package and product weights
Carrier records
Available warehouse documentation

A missing-product claim does not require a physical return unless an incorrect product was received and must be returned.

Incorrect Products

If OTOOR USA sends a product different from what was ordered, please report the issue within 48 hours whenever reasonably possible and no later than 14 calendar days after delivery.

Do not open or use an incorrect product beyond what is reasonably necessary to identify the fulfillment error.

When a physical return is required, OTOOR USA will provide an approved prepaid return method at no cost to the customer.

Claim Review

We generally aim to acknowledge a complete claim within 2 business days.

After receiving all reasonably requested information and evidence, we generally aim to complete the initial review within 5 business days.

When a physical return is required, we generally aim to inspect the returned product and provide a final decision within 5 business days after the return is delivered to us.

Incomplete documentation, carrier investigations, complex circumstances, suspected fraud, or other matters outside our reasonable control may require additional time. We will contact the customer if additional information or review time is needed.

A claim is not finally approved until OTOOR USA provides written final approval.

Available Resolutions

For an approved claim, OTOOR USA may provide:

A refund for the affected product to the original payment method; or
A replacement of the same product when available.

When both options are available, the customer may select the preferred resolution.

Replacement availability is not guaranteed. If the same product is unavailable, the approved resolution will generally be a refund unless the customer voluntarily agrees to another available product.

OTOOR USA will not substitute a different fragrance, size, concentration, or product without the customer's approval.

A replacement provided to resolve an approved damaged, defective, incorrect, or missing-product claim is not considered a voluntary exchange.

No Voluntary Exchanges

OTOOR USA does not accept voluntary exchanges.

Products cannot be exchanged because the customer prefers another fragrance, ordered the wrong product, wants a different size or concentration, changed their mind, found another preferred product, or received the product as an unwanted gift.

This restriction does not prevent OTOOR USA from replacing an approved damaged, defective, incorrect, or missing product as a claim resolution.

Approved Return Shipping

When an eligible claim requires a physical return, OTOOR USA will pay the approved return-shipping cost.

We will provide one of the following:

A prepaid return shipping label
Approved carrier pickup instructions
Another return method approved by OTOOR USA in writing

Do not independently mail, ship, deliver, or bring a return to either of our locations without prior written return authorization and approved return instructions.

Perfumes, aerosols, and alcohol-based fragrance products may be subject to carrier and transportation requirements. Customers must use only the carrier, label, packaging instructions, and return method supplied or approved by OTOOR USA.

OTOOR USA is not responsible for unauthorized returns, returns sent to an incorrect address, returns shipped using an unapproved method, or return-shipping charges purchased without prior written approval, except where applicable law requires otherwise.

Return Authorization Period

When OTOOR USA provides a return label or other return instructions, the approved product must be transferred to the authorized carrier within 7 calendar days after the return instructions are issued.

If additional time is reasonably necessary, contact support@otoorusa.com before the authorization expires. An extension may be approved in writing.

Returning an Approved Product

When returning an approved product, the customer must:

Return only the product authorized for return
Include reasonably available product components and packaging
Package the product securely
Follow all provided safety and carrier instructions
Use only the return method supplied or approved by OTOOR USA
Retain the carrier acceptance receipt when available

Return Inspection

When a physical return is required, OTOOR USA may inspect the returned product and packaging before final approval.

We may consider whether:

The returned product matches the approved claim
The condition is consistent with the information and evidence submitted
The reported damage appears to have occurred before or after delivery
The product shows signs of misuse, substitution, excessive use, or material alteration inconsistent with the reported issue
Reasonably requested components and packaging were returned

Reasonable inspection or limited use necessary to identify a possible defect will not by itself disqualify an otherwise eligible claim.

Refund Timing

OTOOR USA will initiate an approved refund within 2 business days after final approval.

When no physical return is required, final approval may occur after the documentation review is completed.

When a physical return is required, final approval generally occurs after the returned product is received and inspected.

Refunds are issued to the original payment method used for the purchase.

After OTOOR USA initiates a refund, the customer's bank, card issuer, or payment provider may take up to 10 business days to post the funds to the customer's account.

OTOOR USA does not control processing times imposed by banks, card issuers, or payment providers.

Refund Amount

An approved refund will include:

The amount paid for the approved affected product; and
Applicable sales tax charged on the refunded product.

No restocking fee is charged for an approved damaged, defective, incorrect, or missing-product claim.

Original shipping charges are handled separately from the merchandise refund.

Original shipping charges are generally non-refundable after an order has shipped, except where required by law or when the return, cancellation, shipping issue, or fulfillment error resulted from an error by OTOOR USA or another circumstance expressly covered by this policy.

When the entire order is refunded because of an incorrect shipment or another material shipping or fulfillment error for which OTOOR USA is responsible, the applicable original customer-paid shipping charge will also be refunded.

When the entire order is refunded because of confirmed carrier loss before delivery or confirmed transit damage for which the customer is not responsible, the applicable original customer-paid shipping charge will also be refunded.

When only part of an order is affected, the original shipping charge generally will not be refunded when the purchased shipping service was successfully provided for the order and the product issue was unrelated to the shipping service itself.

Any approved return-shipping cost for an eligible claim will be paid by OTOOR USA as described in the Approved Return Shipping section of this policy.

Order Cancellations

Cancellation requests should be submitted as soon as possible to support@otoorusa.com.

We will make reasonable efforts to accommodate cancellation requests before fulfillment begins, but cancellation is not guaranteed.

An order generally cannot be canceled after it has been packed and transferred to the shipping carrier or when the shipment can no longer reasonably be intercepted.

If an entire order is successfully canceled before shipment, the approved refund will include the canceled merchandise, applicable sales tax, and any customer-paid shipping charge associated with the canceled order, and will be issued to the original payment method.

If only part of an order is canceled before shipment, the refund will include the canceled merchandise and applicable sales tax. Any shipping-charge adjustment will depend on the circumstances of the remaining order.

Shipping delays and situations in which OTOOR USA is unable to ship within the stated processing timeframe are governed by our Shipping Policy.

Unauthorized Returns

Do not mail, deliver, or bring a return without written authorization from OTOOR USA.

Sending a product to OTOOR USA does not create return approval.

Unauthorized products are not automatically eligible for a refund and may be refused or may require the customer to pay applicable retrieval or return costs, to the extent permitted by law.

Refused, Unclaimed, and Undeliverable Packages

Refusing a package does not create an approved product return.

Packages returned because of refusal, an incorrect or incomplete customer-provided address, failure to accept delivery, failure to provide required access or signature, or failure to retrieve the package are governed by our Shipping Policy.

When a refund is otherwise eligible, it will generally be considered after the returned package is received and reviewed.

Packages Marked Delivered but Not Received

Claims involving packages marked delivered but not located are shipping claims and are handled under our Shipping Policy. They are not considered product returns.

Safety Recalls

Products subject to an applicable manufacturer or government safety recall will be handled according to the official recall instructions, applicable law, and any remedy provided by the manufacturer, distributor, or government authority.

Standard claim deadlines and return restrictions will not prevent a customer from receiving a remedy required under an applicable safety recall or other applicable law.

Fraudulent or Abusive Claims

OTOOR USA may deny a claim when available evidence reasonably indicates that:

The claim contains materially false or inconsistent information
Photographs, videos, or documents were materially altered
The submitted evidence does not correspond with the order
A different product was substituted
A returned package is empty or contains unrelated merchandise
The reported damage occurred after delivery
The product was materially used or altered beyond what was reasonably necessary to identify the reported issue
Approved return instructions were materially disregarded
The same loss, damage, or missing item is being fraudulently claimed through multiple channels

Nothing in this section prevents a customer from submitting a legitimate claim or exercising a right that cannot legally be waived.

Contact OTOOR USA

For questions about this policy or to report an eligible order or product issue, contact:

OTOOR USA Customer Support
Email: support@otoorusa.com
Phone: +1 862-882-1619

Customer Support Hours:
Monday–Friday: 9:00 AM–5:00 PM ET
Saturday: 10:00 AM–2:00 PM ET
Sunday: Closed

Registered Business Address

OTOOR USA LLC
72 Struyk Ave, 1st Floor
Prospect Park, NJ 07508
United States

Warehouse & Fulfillment Location

OTOOR USA
7001 Anpesil Drive, Gate 5, Unit C5
North Bergen, NJ 07047
United States

Do not send or bring returns to either location without prior written return authorization and approved return instructions from OTOOR USA.

Related Policies

Shipping Policy
Privacy Policy
Terms of Service

Policy Updates

OTOOR USA LLC may update this Return and Refund Policy from time to time to reflect changes to our products, operations, procedures, carrier requirements, or applicable requirements.

When changes are made, the revised policy will be posted on this page with an updated Last updated date.

If any provision of this policy conflicts with a customer right that cannot legally be limited or waived, applicable law will control.