Return and Refund Policy

Return and Refund Policy

We want you to be completely satisfied with your purchase. If you are not satisfied for any reason, we’re here to help. Please read our return and refund policy carefully for detailed information on how we handle returns, refunds, and exchanges.

1. Return Policy

We aim to provide the best products to our customers, and if you are not fully satisfied, we want to make the return process as easy as possible.
Local Returns (Malaysia):
If you are based in Malaysia and wish to return an item, please contact us within 30 days of receiving the product. Returns must be in their original condition, unused, and in the original packaging.
Our return address is: Ottai Metrohub 1, Lot 109363, Persiaran Bukit Raja Kayangan/KU5, Bandar Bukit Raja 2, 41500 Klang, Selangor Darul Ehsan, Malaysia Contact Number: +601126114149

International Returns:For returns from countries outside of Malaysia or China, please contact our customer service team at Shopify@ottai.com before sending the item back. We will guide you through the return process and provide you with further instructions.

Important:

• The return shipping cost for international returns will be the responsibility of the customer, unless the item is defective or incorrect.
• We recommend using a trackable shipping service to ensure the return reaches us safely.

2. Refunds

We strive to ensure that you are happy with your purchase. If the item is faulty, damaged, or incorrect, we will issue a refund.
Eligibility for Refund:
Refunds are eligible for products that are:

• Defective or damaged upon arrival.
• Incorrect items shipped by us.
• Returned within 7 days from receipt of the product, provided the item is in its original, unused condition and packaging

If your return meets these criteria, please contact us with the necessary information, including clear photos or videos of the faulty product or error, and we will process your refund promptly.(within 10 working days)

Processing Refunds:

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to the original payment method. Please note that it may take a few business days for the refund to appear in your account, depending on your bank or payment provider.

3. Product Exchange

Contact our customer service team to initiate the return process for the original item.Once we receive and approve the return, you can place a new order for the replacement product

4. Partial Refund or Discount

In some cases, we may offer a partial refund or a discount on future purchases rather than a full refund.
Scenario for Partial Refund:If the item is returned with minor damages that do not affect its functionality, we may offer a partial refund or a discount on your next purchase, as a gesture of goodwill.

5. Return Instructions and Shipping Costs

How to Return:

• Please ensure that the returned item is in its original condition with all tags and packaging intact. Once your return request is approved, we will provide you with instructions for sending the item back to us.

Shipping Costs:

• The customer is responsible for return shipping costs, except in the case of defective or incorrect items, where we will cover the return shipping fee. We recommend using a trackable shipping service to avoid any potential issues with lost packages.

6. Damaged or Defective Items

If you receive a damaged or defective product, please contact us immediately at Shopify@ottai.com. We may request a photo or video to confirm the issue. Depending on the nature of the damage or defect, we will either issue a full refund, offer a replacement, or send a repair kit (if applicable).

7. Contact Us

If you have any questions or need assistance with returns or refunds, please contact our customer service team:
Email: support@ottai.com
The chat box in the lower right corner of the website
Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT+8)

Thank you for choosing Ottai. We are dedicated to providing the best customer service and ensuring your satisfaction.