Refund policy

At otwooofficial.com, your safety and satisfaction are our top priorities. For hygiene reasons, we do not accept returns or exchanges on any products that have been used, tested, or opened. This policy is in place to ensure that all customers receive fresh and unopened cosmetics in perfect condition. We appreciate your understanding and thank you for shopping with us.

Damaged, Wrong, or Missing Items

If you receive a damaged item, please contact us within 24 hours and we will replace it at no charge.

A return or refund is only possible in the case that we send a wrong shade, wrong item, or broken item. In these cases, we will send a replacement free of charge.

Customer Protection Requirement: To secure your customer protection rights, please make a video while unboxing your order. If the opening of the original seal (tape) is not clearly shown in the video, no claims for damaged or missing products will be accepted.

Eligibility for Returns

To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

How to Start a Return Policy

To start a return, you can contact us at support@otwooofficial.com. If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at support@otwooofficial.com.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.  

Unfortunately, we cannot accept returns on sale items or gift cards.  

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.  

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund as well.