Refund policy

Return Policy – Clean Otter

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. However, due to the nature of the products we sell, returns are only accepted under specific conditions (see below).

Eligibility for Returns

To be eligible for a return:

• The item must be defective, damaged upon receipt, or incorrect (wrong item shipped).

• The item must be unused, unopened, with all seals, hygiene stickers, and tags fully intact, and in its original packaging.

• Proof of purchase must be provided.

Please note: We do not accept returns for unopened items simply due to a change of mind.

Initiating a Return

To request a return, please submit your request through our return request form or portal. All return requests must be reviewed and approved before any items are returned. Returns sent without prior authorisation will not be accepted.

We will review your request and contact you within 1-3 business days with the next steps.

Damages and Issues

Please inspect your order upon delivery. If your item is defective, damaged or incorrect, submit your return request as soon as possible so we can resolve the issue promptly.

Non-Returnable Items

Due to hygiene regulations, personal care and beauty products cannot be returned if opened or used. The following items are non-returnable:

• Opened or used beauty, skincare, fragrance, or personal care items

• Perishable goods (such as food, flowers, or plants)

• Custom or personalised items

• Hazardous materials, flammable liquids, or gases

• Sale items or gift cards

Exchanges

We do not offer direct exchanges. If you wish to purchase a different item, you may place a new order once your return (if applicable) has been processed.

European Union 14-Day Cooling Off Period

If your order is delivered within the European Union, you have the legal right to cancel or return your order within 14 days of receipt without providing a reason.

However, as per EU hygiene regulations, this right does not apply to sealed personal care or beauty products that have been unsealed after delivery. If the seals or packaging are broken, the right to return no longer applies.

The product must be returned unused, unopened, and in its original sealed packaging.

Refunds

Once we have received and inspected your approved return, we will notify you of the outcome. If approved, a refund will be issued to your original payment method within 10 business days.