RETURNS
We hope you enjoy your ōtéhà candle. If for any reason your order isn't right, we are here to help.
- Return period 30 daysFrom delivery
- Condition Unused and unlitIn original packaging
- Refund Within 14 daysTo your original payment method
Return period
Items may be returned within 30 days of delivery. For orders within the European Union, you have the right to cancel or return your order within 14 days without giving a reason.
Condition of returned items
To be eligible for a return, items must be:
- unused and unlit
- in their original packaging
- in the same condition as received
- suitable for resale
For quality and hygiene reasons, used candles cannot be returned unless the item arrived damaged or faulty. Please do not use the product packaging as the outer shipping box when returning items.
How to request a return
Returns must be requested in advance. Use our return request form with your order number and the reason for your return. We will email you the return instructions once your request is approved. Items returned without prior notice may not be accepted.
Return shipping costs
Return shipping costs are the responsibility of the customer, unless the item arrived damaged, is faulty, or the wrong item was delivered. We recommend a tracked shipping service, as we cannot take responsibility for items lost or damaged during return transit.
Refunds
Once your return is received and inspected, your refund is issued to the original payment method within 14 days. Original shipping charges are non-refundable unless the return is due to our error or a damaged item.
Damaged or incorrect items
If your order arrives damaged or incorrect, contact us within 48 hours of delivery at welcome@oteha.com, with photos of the product and packaging. We will arrange a replacement or refund as quickly as possible.
Exchanges
To exchange an item, request a return for the original item and place a new order once your return has been approved.
QUESTIONS ABOUT A RETURN? welcome@oteha.com
