Return and Refund Policy

Last updated: July 24, 2026

Thank you for shopping with Otoor USA. We carefully inspect and prepare orders before shipment.

Because perfumes and fragrance products are personal-use goods, all sales are final except for approved claims involving products that arrive damaged, defective, missing, materially misdescribed, or different from what was ordered.

We do not accept returns because of a change of mind, fragrance preference, buyer’s remorse, or an ordering mistake made by the customer.

This Return and Refund Policy explains which issues qualify for review, how to report a problem, how approved returns are handled, and when refunds are issued.

Summary of Our Policy

• Qualifying 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 whenever reasonably possible.
• Reporting a claim within 14 days does not automatically guarantee approval.
• Damage caused after delivery is not covered.
• Change-of-mind and fragrance-preference returns are not accepted.
• Voluntary exchanges are not accepted.
• Otoor USA pays the return-shipping cost when an approved claim requires a return.
• Approved refunds are initiated immediately after final approval.
• The customer’s bank or payment provider may take up to 10 business days to post the refund.

Eligible Claims

A claim may qualify for review when:

• A product arrives broken or damaged in transit.
• A bottle arrives leaking.
• A product has a qualifying functional defect, such as a defective spray mechanism.
• A package appears opened or materially tampered with during transit.
• You receive a product different from what you ordered.
• You receive the wrong fragrance size, concentration, or format.
• You receive an incorrect 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 a return, replacement, or refund.

Claim Reporting Period

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

Visible shipping and fulfillment problems should be reported within 48 hours of delivery whenever reasonably possible, including:

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

Prompt reporting helps Otoor USA document the package 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. Otoor USA will review the timing of the report, product condition, 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 a safety recall
• Otoor USA determines that exceptional circumstances justify further review

These reporting periods do not limit customer rights that cannot legally be waived.

Damage Caused After Delivery

This policy does not cover damage caused after the carrier completes delivery.

Examples of customer-caused or post-delivery damage include:

• Dropping or breaking the bottle
• Accidental damage
• Mishandling or misuse
• Improper storage
• Damage caused by heat, freezing temperatures, direct sunlight, humidity, or water
• Damage caused by another person, child, pet, or household member
• Altering, opening, disassembling, or attempting to repair the bottle or sprayer
• Continued use after discovering the reported problem

A bottle reported as broken within the 14-day claim period is not automatically eligible for a refund or replacement.

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

• The product was delivered without the reported damage
• The damage occurred after delivery
• The product was dropped, mishandled, altered, or improperly stored
• The condition of the product conflicts with the photographs or information submitted
• The shipping box and internal packaging do not show damage consistent with the claim
• The product was used beyond what was reasonably necessary to identify the issue

Otoor USA may require the product and packaging to be returned for inspection before making a final decision.

Nonreturnable and Nonrefundable Reasons

Otoor USA does not accept returns or issue refunds for:

• A change of mind
• Buyer’s remorse
• Disliking the fragrance
• A fragrance not smelling as expected
• Personal scent preferences
• Ordering the wrong product, size, concentration, or quantity
• Subjective concerns regarding fragrance strength, projection, longevity, or scent development
• Finding the product available elsewhere at a lower price
• Receiving the product as an unwanted gift
• Products purchased from another retailer, marketplace, or website
• Products damaged after delivery
• Improper handling, use, or storage
• Products used beyond what was reasonably necessary to identify a qualifying defect
• Unauthorized returns sent without written approval
• Minor cosmetic variations that do not affect the identity or normal use of the product
• Normal manufacturer packaging, label, bottle, or batch variations that do not make the product materially different from what was ordered
• Damage limited to the outer shipping carton when the product and retail packaging remain unaffected

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

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

Fragrance Preference and Performance

Fragrance experience can vary based on:

• Personal preference
• Skin chemistry
• Application method
• Environment and climate
• Storage conditions
• Fragrance batch
• Individual perception

Disliking a fragrance does not mean that the product is damaged or defective.

The following concerns are not considered qualifying defects by themselves:

• The fragrance smells different on the customer’s skin
• The fragrance is stronger or weaker than expected
• The fragrance does not last as long as expected
• The fragrance projects differently than expected
• The customer expected different fragrance notes
• The scent differs from an online review, tester, sample, previous bottle, or personal memory
• The customer no longer likes or wants the fragrance

Claims based only on scent preference, perceived strength, projection, longevity, or individual fragrance performance are not eligible for return or refund.

Sensitivities and Adverse Reactions

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

Customers experiencing irritation or another adverse reaction should stop using the product.

Otoor USA may review a claim when there is evidence that the product may be:

• Contaminated
• Defective
• Incorrectly labeled
• Subject to a safety recall
• Materially different from its description

Nothing in this policy replaces professional medical advice. Customers experiencing a serious reaction should seek appropriate medical assistance.

How to Report a Problem

Contact Otoor USA within 14 calendar days of delivery at:

support@otoorusa.com

Please include:

• Your full name
• Your order number
• The email address used for the order
• A clear description of the issue
• The date the issue was discovered
• The name and quantity of each affected product
• Clear photographs of the affected product
• Photographs of the front, back, and bottom of the bottle or retail packaging when relevant
• Photographs of the shipping box
• Photographs of the 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 broken sprayer, or another functional defect

Please stop using the affected product after discovering the issue.

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

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

Failure to provide reasonably requested evidence may prevent Otoor USA from verifying or approving the claim.

Missing Items and Incorrect Quantities

If a product or quantity is missing, please report the issue within 48 hours whenever reasonably possible and no later than 14 calendar days after delivery.

Please provide:

• A photograph showing all products received
• A photograph of the shipping carton
• A photograph of the internal packaging
• A photograph of the shipping label
• A description of the missing product or quantity

Otoor USA may review:

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

A missing-item claim does not require a 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 return is required, Otoor USA will provide an approved prepaid return method at no cost to the customer.

After final approval, the customer may choose a refund or, when available, a replacement of the correct product.

Claim Review

Otoor USA will review the information and evidence submitted with the claim.

During the review, we may:

• Request additional photographs, video, or information
• Compare the claim with order and fulfillment records
• Review package and product weights
• Review carrier tracking and delivery evidence
• Contact the shipping carrier
• Ask the customer to preserve the package for carrier inspection
• Require the affected product to be returned
• Approve the claim without requiring a physical return

A claim is not approved until Otoor USA provides written approval.

Preliminary and Final Approval

Otoor USA may issue preliminary approval based on the information and evidence submitted.

Preliminary approval means that the claim appears eligible, but additional steps may still be required before a refund or replacement is issued.

Final approval occurs:

• After the documentation review when no physical return is required, or
• After the returned product is received and inspected when a return is required

A refund is initiated immediately after final approval.

Available Resolutions

For an approved claim, the customer may choose:

• A refund for the affected product, or
• A replacement of the same product when available

Replacement availability is not guaranteed.

Otoor USA will not substitute a different fragrance, product, size, concentration, or format without the customer’s approval.

If the same product is unavailable, the customer may choose a refund rather than an alternative product.

A replacement issued as part of an approved claim is a claim resolution and is not considered a voluntary exchange.

No Voluntary Exchanges

Otoor USA does not accept voluntary product 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 product they prefer
• Received the product as an unwanted gift

This restriction does not prevent Otoor USA from replacing an approved damaged, defective, missing, materially misdescribed, or incorrect product.

Approved Return Shipping

When Otoor USA requires an approved product to be returned, Otoor USA will pay the approved return-shipping cost.

Otoor USA will provide:

• A prepaid return shipping label
• Carrier pickup instructions, or
• Another return method approved in writing

Customers must not independently mail perfumes, aerosols, or alcohol-based fragrance products using their own postage or an unapproved shipping service. These products may be subject to special packaging and transportation requirements.

Otoor USA is not responsible for:

• Returns sent without authorization
• Returns sent to the wrong address
• Returns sent using an unapproved label, carrier, or service
• Return-shipping charges purchased without prior written approval
• Loss or damage caused by failure to follow the provided return instructions

Customer-purchased return postage will not be reimbursed unless Otoor USA approved the expense in writing before shipment.

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 instructions are issued.

The return authorization may expire if the product is not shipped within that period.

Otoor USA may extend the return period when an extension is requested and approved in writing before the authorization expires.

Returning an Approved Product

The customer must:

• Return only the approved product
• Include all reasonably available product components and packaging
• Package the product securely
• Follow the supplied safety and carrier instructions
• Use only the return method supplied or approved by Otoor USA
• Obtain and retain the carrier acceptance receipt

Do not include products that were not approved for return.

Return Inspection

When a physical return is required, Otoor USA will inspect the returned product after it is received.

A claim may be denied or adjusted if:

• The returned product does not match the product approved for return
• A different product was substituted
• The product was materially altered after delivery
• The reported damage occurred after delivery
• The product was excessively used after the issue was discovered
• Important components were removed without explanation
• The return was packaged in a way that prevents reasonable verification
• The returned condition materially conflicts with the submitted evidence
• The package is empty or contains unrelated merchandise

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

Refund Timing

Otoor USA will initiate an approved refund immediately after final approval.

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

When a 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.

Although Otoor USA initiates the refund immediately after final approval, 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 cannot control or accelerate processing performed by the customer’s financial institution.

If more than 10 business days have passed since Otoor USA confirmed that the refund was initiated, the customer should contact the bank or payment provider. The customer may also contact Otoor USA for available refund reference information.

Refund Amount

An approved refund will include:

• The amount paid for the approved affected product
• Applicable sales tax charged on the refunded product

Original standard shipping charges will also be refunded when the entire order is refunded because of:

• Confirmed transit damage
• An incorrect shipment by Otoor USA
• A material fulfillment error
• Another issue for which Otoor USA is responsible

When only part of a multi-product order is affected, the original shipping charge generally will not be refunded because the remaining products were successfully delivered.

Otoor USA may refund or adjust shipping charges when appropriate under the circumstances or when required by applicable law.

Expedited or upgraded shipping charges are not automatically refundable when the purchased expedited service was completed and the product issue was unrelated to shipping speed.

No restocking fee will be charged for an approved damaged, defective, missing, materially misdescribed, or incorrect-product claim.

Order Cancellations

Cancellation requests must be submitted as soon as possible.

Otoor USA will make reasonable efforts to cancel an order before fulfillment begins, but cancellation is not guaranteed.

An order may no longer be canceled after it has been:

• Processed
• Packed
• Assigned a shipping label
• Transferred to the carrier

An approved cancellation refund will be initiated to the original payment method.

Orders that cannot be shipped within the stated processing period are also governed by our Shipping Policy.

Unauthorized Returns

Do not mail or deliver a return without written authorization from Otoor USA.

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

Products sent without authorization:

• Are not automatically eligible for a refund
• May be refused when permitted
• May require the customer to pay the cost of returning or retrieving the merchandise
• Will be handled according to reasonable written instructions provided by Otoor USA

Otoor USA will provide reasonable instructions regarding the retrieval or return of unauthorized merchandise where applicable.

Refused, Unclaimed, and Undeliverable Packages

Refusing a package does not create an approved return.

Packages returned because of:

• Refusal
• An incorrect or incomplete customer-provided address
• Failure to accept delivery
• Failure to provide required access
• Failure to retrieve the package
• Failure to provide a required signature

are handled under our Shipping Policy.

A refund, when eligible, will be considered after the returned package is received and inspected.

To the extent permitted by law, original shipping charges, address-correction fees, and actual carrier-return charges may be deducted when the return was caused by the customer.

These deductions will not apply when the return resulted from:

• An error by Otoor USA
• Confirmed transit damage
• An incorrect product shipped by Otoor USA
• Another circumstance for which the customer was not responsible

Packages Marked Delivered but Not Received

Claims involving packages marked delivered but not located are handled under our Shipping Policy.

A delivery investigation is not considered a product return.

Contact Otoor USA promptly so that available tracking information, delivery photographs, signature records, location information, customer communications, and carrier findings can be reviewed.

Safety Recalls

Products subject to an applicable manufacturer or government safety recall will be handled according to:

• The official recall instructions
• Applicable law
• 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.

Fraudulent or Abusive Claims

Otoor USA may deny a claim when available evidence reasonably indicates:

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

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

Policy Disclosure

By completing a purchase from Otoor USA, the customer acknowledges that:

• All sales are final except for qualifying approved claims
• Qualifying claims must be submitted within 14 calendar days of delivery
• Change-of-mind and fragrance-preference returns are not accepted
• Voluntary exchanges are not accepted
• Return authorization is required
• Reporting a claim does not guarantee approval
• Damage caused after delivery is not covered
• Applicable documentation and return requirements apply

Customers should review this policy before completing a purchase.

Contact Otoor USA

For return, replacement, or refund questions, contact:

Otoor USA
Email: support@otoorusa.com

Please include your full name, order number, and a clear explanation of the issue.

Related Policies

Shipping delays, delivery concerns, incorrect addresses, carrier investigations, refused packages, and undeliverable shipments are also governed by our Shipping Policy.

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

Policy Updates

Otoor USA may update this Return and Refund Policy when our products, business operations, payment procedures, carrier requirements, or applicable laws change.

The version published when an order is placed will generally apply to that order, except when a change is required by applicable law.