Return & Refund Policy

If you identify any defect or damage, contact our customer service team without delay by emailing your order ID and supporting pictures or videos to Frank at service@otouch.com. We are committed to providing the best possible solution as soon as we receive your request.

You have the right to cancel your order at any time before it ships, without providing a reason.

• Send a clear cancellation request to service@otouch.com.
• Include your order ID for faster processing.

We offer a 100% satisfaction guarantee for returns on all unopened and unused Otouch products within 14 days of delivery.

• Return Window: 14 calendar days after delivery (when you or your designated recipient takes possession).
• Return Condition: Original, unopened condition with all packaging intact and undamaged.
• Hygiene Rule: We cannot accept returns once the sealed plastic inner bag is opened, unless a manufacturing defect is discovered upon unboxing.

• Return Processing Time: 3–5 business days after we receive the item at our warehouse.
• Return Shipping Costs: You are responsible for the direct cost of returning the items.
• Refund Hold: We reserve the right to withhold your refund until we have received the returned product.

All purchases are covered by a 1-year warranty against manufacturing defects from the original date of purchase. In the rare event of a fault covered under this warranty, we will offer a replacement.

Refunds are processed under the following circumstances:

If you cancel your order before it ships, we will issue a full refund of all payments received without undue delay.

We will issue a refund after we have received the returned product and completed our inspection. Please note that a 15% product replenishment fee will be deducted from the order amount for standard returns.

If you receive a defective or damaged product, please contact us immediately at service@otouch.com with pictures or video evidence. Upon verification, we will arrange for a replacement shipment or a full refund.

• Exchanges: Otouch does not process product exchanges. Our strict hygiene policy helps ensure uncompromised quality and safety for all customers.
• Shipping Address Accuracy: It is your responsibility to provide an accurate shipping address at checkout. For security and customer protection, we are unable to modify shipping addresses after an order has been dispatched.
• Lost, Stolen, or Damaged Packages: Please notify us within 24 hours of the delivery date at info@otouch.com if your package is lost, stolen, or arrives damaged, so we can initiate a claim with the carrier.
• Stuck in Transit: If your package is delayed and remains at the same location for over 3 days, contact our customer service team immediately for assistance.