Returns & Refund Policy
At Ootori, customer satisfaction is our priority. We are committed to providing premium-quality human hair products and ensuring a transparent, fair, and efficient return and refund process. Please read our policy carefully before making a purchase.
This policy applies to all orders placed through our website or authorized sales channels.
1. Return Eligibility
You may request a return within 30 days of receiving your order under the following conditions:
- The item arrived damaged or defective
- You received the wrong product
- The product does not match the description provided on our website
- The item has quality issues verified by our support team
To qualify for a return:
- The product must be unused and in original condition
- The hair must not be cut, dyed, washed, styled, or chemically treated
- Original packaging, tags, and accessories must be included
- Proof of purchase or order confirmation must be provided
Please contact us before returning any item. Unauthorized returns may not be accepted.
2. Non-Returnable Items
We do not accept returns or refunds for:
- Custom-made or personalized hair products
- Products that have been used, altered, or treated
- Items missing original packaging or labels
- Sale or clearance items marked as non-refundable
- Orders placed incorrectly by the customer (wrong length, texture, or color selection)
- Minor natural variations in hair texture, color tone, or density
3. Return Request Process
To initiate a return, please contact our support team at:
📧info.ootoripteltd@gmail.com
Please include:
- Your order number
- A brief description of the issue
- Clear photos or videos showing the problem
Our team will review your request and respond within 24 hours. If approved, we will provide return instructions and a return authorization.
Please pack the item securely and use a trackable shipping method. Customers are responsible for return shipping costs unless the return is caused by our error (such as defective or incorrect items).
4. Refund Policy
Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund request.
If approved:
- Refunds will be issued to your original payment method
- Processing time is typically 7–10 business days
- Credit card refunds may take additional time depending on your bank
- PayPal refunds are usually processed faster and may appear within 24–72 hours
For eligible exchanges, replacement items will be shipped once the original product has been approved.
5. PayPal Payments & Buyer Protection
For customers who pay via PayPal, purchases may also be covered under PayPal Buyer Protection, subject to PayPal’s terms and conditions.
If you experience an issue that cannot be resolved directly with us, you may open a dispute through your PayPal account.
PayPal may review cases involving:
- Item not received
- Item significantly different from description
- Unauthorized transactions
To help resolve disputes quickly, we recommend contacting our support team first before opening a PayPal claim.
If a PayPal refund is approved, funds will be returned according to PayPal’s processing timelines and policies.
6. Partial Refunds
In certain situations, partial refunds may be offered, including:
- Minor defects that do not affect product usability
- Partial damage affecting only part of the order
- Mutually agreed compensation instead of a full return
The refunded amount will be determined based on the extent of the issue and communicated clearly before processing.
7. Order Cancellation
Orders may be canceled within 12 hours of purchase.
Once production, packaging, or shipping has begun, cancellations may no longer be possible.
For urgent cancellation requests, please contact us immediately.
8. International Returns
International customers may return eligible items under the same conditions outlined above.
Please note:
- Import duties, taxes, and customs fees are non-refundable
- Customers are responsible for return shipping unless the return is due to our error
- We recommend using reliable carriers such as DHL, FedEx, or UPS with tracking
9. Customer Support
Our support team is available to assist you with any questions regarding returns, refunds, exchanges, or product concerns.
📧 info.ootoripteltd@gmail.com
We strive to respond to all inquiries within 24 business hours.
Our Commitment
We carefully inspect every order before shipment to ensure the highest quality standards. If an issue arises, we are committed to resolving it fairly and professionally.
Thank you for choosing Ootori. We appreciate your trust and look forward to serving you.