Returns and Refunds

At OtterMia, every order is made to order and crafted individually for each customer. Because of this, we cannot accept returns for change of mind. However, we will always make things right if something goes wrong.

1. Eligible Returns
We accept returns or replacements if your item is damaged, defective, or incorrect. Return requests must be submitted within 30 days of delivery. Items must be unused, unwashed, and returned in their original packaging with proof of purchase, if a return is requested.

2. How to Request a Return
Please email cs@ottermia.com with your order number, clear photos of the issue, and a brief description. Our team will review your request and respond within 2 to 5 business days with next steps. If approved, we will issue a replacement or a refund based on your preference. For defective or incorrect items, we cover return shipping costs. Refunds are issued to the original payment method within 5 to 10 business days after we receive the returned item (PayPal refunds typically process within 1 business day).

3. Order Cancellations
Orders may be canceled for a full refund within 24 hours of purchase. After this period, production begins and cancellations may no longer be possible.

4. Warranty
All OtterMia products include a 30-day limited warranty against manufacturing defects. This warranty does not cover normal wear and tear, improper care, or post-purchase alterations.

5. Our Commitment
We stand behind our work and value your trust. If your order isn't right, we'll make it right so you can enjoy your OtterMia piece with confidence. If you're unsure whether your issue qualifies, just reach out. We'd rather hear from you than have you sit on a problem. Email us at cs@ottermia.com.