Refund policy
Returns & Refunds
We hope you love your ōtéhà candle. If something isn’t quite right, we’re here to help.
We offer a 14-day return period, meaning you have 14 days after receiving your order to request a return.
To be eligible for a return, items must be unused, in their original condition, and in the original packaging, including any labels or protective materials. Proof of purchase is also required.
Starting a return
To request a return, please contact us at welcome@oteha.com within 14 days of receiving your order.
Once your return request has been approved, we will provide instructions on how and where to send your package. Please note that return shipping costs are the responsibility of the customer.
Items sent back to us without first requesting a return will not be accepted.
For any return-related questions, you can always contact us at welcome@oteha.com
Damages or issues
Please inspect your order upon arrival. If your item is defective, damaged, or incorrect, contact us immediately so we can evaluate the issue and make it right.
Non-returnable items
We cannot accept returns for:
• Used items
• Custom or personalised products
• Gift cards
• Sale items
If you are unsure whether your item can be returned, please contact us before sending anything back.
Exchanges
If you wish to exchange an item, the easiest way is to request a return for the original item and place a new order once your return has been approved.
European Union cooling-off period
For orders shipped within the European Union, you have the right to cancel or return your order within 14 days without providing a reason. Returned items must still meet the conditions above and be unused and in their original packaging.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, refunds are issued to the original payment method within 10 business days. Please note that banks and payment providers may take additional time to process the refund.
If more than 15 business days have passed since refund approval, please contact us at welcome@oteha.com
