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RETURNS & REFUNDS POLICY
1. Operator / Contact
So On, Lda — VAT/NIF 514611227
Email: orders@ottwear.com | Phone: +351 938 091 954
2. Right of Withdrawal (legal minimum – 14 days)
Consumers may withdraw from the contract within 14 days from the date they receive the goods, without giving any reason, by sending an unequivocal statement to orders@ottwear.com.
3. Returns (commercial policy – 30 days)
In addition to the legal withdrawal right, Ottwear offers a 30-day return window from delivery, provided the conditions in section 4 are met.
4. Conditions for Accepting Returns
Items must:
- show no signs of use, washing or damage;
- include original tags and accessories;
- be returned in original packaging (or equivalent), properly protected.
5. How to Return
Email orders@ottwear.com with your order number to start the process. We will send instructions.
Return address: Avenida da República, Nº 34, 6º, 1050-193 Lisboa, Portugal (or specify another if applicable).
6. Return Shipping Costs
Return shipping costs are paid by the customer, except in cases of wrong item shipped, defective item or order preparation error, where the store will cover the costs.
7. Refunds
Once returned items are received and inspected, refunds will be issued via the original payment method.
For the legal withdrawal right, refunds will be made within 14 days from the date we are informed of the withdrawal, and we may withhold the refund until we receive the goods or proof of return shipment (whichever occurs first).
Note: For full returns, the product amount is refunded and, where applicable, the initial standard shipping cost.
8. Exchanges
Size/color exchanges are allowed within 30 days, subject to stock availability and the conditions above. Shipping costs for exchanges are paid by the customer unless the error is attributable to the store.
9. Defective or Non-Conforming Items
Contact orders@ottwear.com with photos and your order number. We will handle the issue under applicable warranty/legal conformity rules, offering repair, replacement, price reduction or refund as appropriate.