Return and Refund Policy

OTTER'S 30 DAY WARRANTY 

Our Return & Refund Policy is effective for 30 days your product is delivered to you. To be eligible for a return, your item must be unused, in the same condition that you received it, and it must also be in the original packaging. 

ⓘ Update: 15th May 2020 onwards deliveries to certain countries might experience slight delay due to current situation, for more information: Click Here

🔄 Our Responsibility (This Policy Covers):

  • Faulty Product: If the product has a manufacturing defect.
  • Wrong Item Sent: If we send you the wrong product, color, or size.

🔄 Your Responsibility (This Policy Does Not Covers):

  • Ordered Wrong Product: This includes ordered the wrong colors or size.
  • Incorrectly Shipping Address: If you made an error in the address. We are not responsible for orders not received due to incorrect shipping addresses entered by the customer at the time of purchase.
  • Total Order Value Less Than $20 will not be covered in this policy.
  • Misuse Of The Product: Accidental Damage, Water Damage, or any sort of abuse to the purchased product.
  • Buyer No Longer Wants The Item: The buyer should make sure he or she wants to buy the items before submitting an order, not after. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order. 
  • Buyer Found The Item Cheaper Elsewhere: Buyer should be confident that he or she is ready to pay the asking prices before submitting an order. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.
  • Shipping Costs Are Non-Refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 
  • * Delay In Delivery Due To Natural Calamity / Disaster & Government Policy. This delays are not under our control but we will extend your Buyer Protection till your order is delivered.

🔄 How can I lodge for return/refund? 

Here are 2 ways your can lodge for return/refund:

  • The easiest way is to lodge your application via dedicated step by step Return Center Page for a quicker review process at:

https://theambiguousotter.returncenter.com

  • Or you also can email us at sales@theambiguousotter.com with your full name, order number, item description, and the reason for your return.
  • Please include the following:
    • Photo(s) of the product.
    • A specific description of the issue.
    • The Order Number - If there are multiple products in an order, identifying the product with the issue.

🔄 Return / Refund Process

  1. Once we receive all the necessary details mentioned above we will notify you of the approval or rejection of your return/refund via email.
  2. Upon approval, you will receive the address of the closest warehouse where you can mail the product that you would like to return. (Please use trackable mail service, we will not be responsible for lost or missing packages. You will be responsible for paying for your own shipping costs for returning your item.)
  3. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
  4. If you are approved, your refund will be processed right away and a credit will automatically be applied to your credit card (or original method of payment) within a few days- depending on your bank.
  5. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

🔄 Can I request an Order Cancelation or Change in the order? 

We accept 1 hours* notice to cancel an order or update any changes such as quantity, color, size, or shipping address information.

Send us an email via sales@theambiguousotter.com or just reply to your order confirmation email that we had sent you as soon as possible.

Please note that any request received after 1 hours* period will no longer be accepted because we process orders immediately. Changes to orders cannot be made once processed.

We will still do our best to get a hold or cancel your order after 1 hours* period but no guarantee. If we were able to do so you will be charged a 20% cancellation fee on account of the cost we incur for the item already being in production. 


🔄 Late or missing refunds (If Applicable)

  1. If you haven’t received a refund yet, first check your bank account again.
  2. Then contact your credit card company, it may take some time before your refund is officially posted.
  3. Next, contact your bank. There is often some processing time before a refund is posted.
  4. If you've done all of this and you still have not received your refund yet, please contact us at: sales@theambiguousotter.com

    🔄 Exchanges (If Applicable)

    We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@theambiguousotter.com


    🔄 Questions

    Check our Frequently Asked Question page or you can reach us via our Contact Us page or email us at sales@theambiguousotter.com and we'll respond as soon as possible. 

    The Ambiguous Otter Team 💜