Return and Exchange Policy – Otantik Home Trading Company Products – C.R. 1 - 138194

General Notes:

• The policy may vary depending on the type of sale: online or wholesale.
• All refunds will be made using the original payment method or in cash, or may be exchanged for a purchase voucher, at the customer’s discretion.
• The exchange and return period begins from the actual date of product receipt.
• Returns must be made using the original packaging and all accessories, with suitable packaging to protect the product during transportation.
• Transportation and return costs are covered by the company in the event of a manufacturing defect; otherwise, the customer bears the transportation costs.
• The return and exchange policy does not conflict with local consumer protection laws, and any dispute shall be governed by local law.
• Customers are allowed to test products using hot water only, which is the only permitted method of testing before a return.
• Communication Channels: Requests for return or exchange can be submitted through the following:

  1. The company’s official email address.
  2. The online form available on the company website.
  3. Direct phone contact with sales representatives.
  4. The dedicated customer service WhatsApp number.

Online Sales

Exchange and Return Period: 15 days from the actual date of receiving the shipment

Exchange:

  1. The customer may exchange a product within 15 days if there is a manufacturing defect or if the product does not match the description.
  2. The product must be in its original condition, exactly as received—unused, undamaged, and in its original packaging with all accessories.
  3. The customer must provide the purchase invoice or order number, along with product photos, when submitting a request.
  4. Transportation Responsibility: The customer is responsible for any damages during the return process unless the product has a manufacturing defect.
  5. Shipping Fees: The company covers return shipping fees in cases of manufacturing defects; otherwise, the customer is responsible for shipping costs.

Return and Refund:

  1. Returns are only accepted if there is a manufacturing defect or if the product does not match the description.
  2. The product will be technically inspected within 3 days from the date of receipt.
  3. If the issue is confirmed, the product will be replaced. If unavailable, the customer may choose one of the following:
    • A replacement with another product,
    • A refund equivalent to the sale value, or
    • A company purchase voucher of equal value.
  4. Refund Processing Time: Refunds are issued within 7–10 business days after verifying the product’s condition.

Exceptions:

  1. Personal or perishable products such as scented candles or customized items.
  2. Products intentionally opened or used to falsely claim a defect.
  3. Discounted or custom-made products are non-returnable and non-exchangeable, except in cases of manufacturing defects.

Request Procedure:

  1. Return or exchange requests must be submitted through any of the communication channels listed above.
  2. The required documents, such as invoice number and product photos, must be provided.

Partial Exchange Policy:

If part of an order is returned or a single product is exchanged from a set, the difference or refund will be calculated according to the value of the returned item.

Hidden Defects Policy:

If a manufacturing defect is discovered shortly after use, it will be handled according to the same return and exchange process, after verifying the product’s condition.

 

General Provisions for All Sales

  1. The company reserves the right to reject any return or exchange request that does not meet the stated conditions.
  2. Any dispute shall be referred to the relevant Consumer Protection Authority in the Kingdom of Bahrain for resolution.
  3. Submitting a return or exchange request constitutes the customer’s explicit acceptance of this policy and its terms.
  4. This policy is considered an integral part of the sales contract.
  5. In the event of a conflict between this policy and local laws, the provisions offering greater protection to the customer shall apply.