Returns Policy for House of Otium
At House of Otium, we are committed to providing you with the highest quality products and exceptional service. If you need to return an item, we’re here to help guide you through the process.
Returns
You may return any unused, unopened product for a full refund minus our original postage fee within 60 days from the original purchase date, provided the item is in ‘as new’ condition. To initiate a return, please submit a return request and wait for a return authorization from our team.
When returning an item, please use the original protective packaging to ensure the product is not damaged during its return journey. If possible, include the original invoice with a note explaining the reason for the return.
If a return is received that has been opened but reported as unopened, the return request will not be processed, and the buyer will be responsible for collecting their item. We reserve the right to charge a restocking fee of 7.5% of the total net product value for returns over £100.00 that consist of 3 items or more, in addition to our original shipping fee. This fee compensates for the time our team spends processing these orders.
Exchanges
We are happy to authorize a return for an exchange on any unopened product. Please be aware that the customer is responsible for all shipping charges, including the costs to ship an exchange.
Shipping Errors and Faulty Items
If there is an error in your order or you receive a faulty item, please contact us immediately. Should our error involve sending you an incorrect item, you may return it, and we will correct the error promptly and reimburse any shipping expenses you may incur.
For faults identified within the first 60 days of purchase, contact us at support@houseofotium.co.uk with your order number. We will assist you in troubleshooting the issue, and if the fault cannot be fixed, we will guide you through the returns process. BPY Healthcare Limited will cover all postage fees associated with the replacement of a faulty item.
Back Orders
If a product is out of stock at the time of shipping, we will automatically back order it and ship it at no additional cost when it becomes available. You will not be charged for any back-ordered item until it ships. Should there be any issues with your order, we will inform you immediately via email.
Cancelled Orders
Orders cancelled by the customer before processing will be deleted from our system without any charge. If an order is cancelled after it has been processed and shipped, the customer will be responsible for returning the parcel at their own expense or refusing delivery. House of Otium reserves the right to reclaim any initial postage charges incurred. Refunds are processed within 30 days.
Free Shipping Items That Are Returned
If an item was ordered under “Free Shipping” and is later returned for no specific reason, the original shipping charge we incurred will be deducted from the refund amount.
All returned items must be sent at the customer’s expense. If we have authorized a return, please ship the item back to us within 30 days of receiving the authorization. Include a copy of the original invoice or email confirmation, provide a brief description of the reason for return, and ensure a daytime phone number is included so we may contact you if necessary.