Refund policy

Website: https://www.otrix.shop/

At Otrix.shop, we believe that a comfortable and beautiful bedroom begins with high-quality bedding designed to support relaxation, warmth, and everyday comfort. Our bedding collection is created to help customers transform their sleeping spaces into welcoming personal retreats, combining practical functionality with a sense of style and tranquility.

We understand that purchasing bedding products online requires confidence in product quality, material, size, and overall expectations. This Return and Refund Policy explains the conditions, procedures, and requirements for returns, refunds, and product-related concerns for purchases made through Otrix.shop.

1. Return Eligibility

Customers may request a return within 30 days from the date the order is delivered.

To qualify for a return, the following requirements must be met:

  • The product must be unused and remain in its original condition.
  • Bedding products must be clean, unwashed, unused, and free from any signs of personal use.
  • Original packaging, labels, tags, and included accessories must remain intact whenever applicable.
  • Customers must provide valid proof of purchase, such as an order number or confirmation email.

Because bedding products are closely associated with personal comfort and household hygiene, customers should carefully inspect all items before opening, washing, or using them.

2. Bedding Product Quality Standards

At Otrix.shop, we carefully prepare and inspect bedding products before shipment. Customers acknowledge that textile products may naturally include certain characteristics, including:

  • Slight differences in color caused by lighting conditions or different screen settings;
  • Minor variations in fabric texture;
  • Small differences in stitching or finishing details;
  • Natural characteristics of textile materials.

These normal variations are not considered defects and reflect the unique nature of fabric manufacturing.

3. Non-Returnable Products

Returns may not be accepted for:

  • Items returned after the 30-day return period;
  • Bedding products that have been washed, used, or altered;
  • Products with stains, odors, damage, or signs of household use;
  • Items without original packaging;
  • Products returned without prior approval;
  • Final-sale items clearly marked as non-returnable.

4. Return Request Process

Customers requesting a return should contact our customer service team:

Email: [email protected]

Please include the following information:

  • Customer name;
  • Order number;
  • Product name;
  • Reason for return request;
  • Photos or supporting information if there is a product quality issue.

Our customer service team will review your request and provide return instructions after approval.

Customers should not send products back before receiving return authorization. Unauthorized returns may result in delays or may not qualify for refund processing.

5. Return Shipping Responsibility

Customers are responsible for return shipping expenses unless:

  • The incorrect product was delivered;
  • The item arrived damaged;
  • A confirmed manufacturing defect exists.

If Otrix.shop determines that the issue resulted from our processing or fulfillment error, we will evaluate the situation and provide an appropriate solution.

6. Refund Policy

After returned merchandise is received and inspected, Otrix.shop will notify customers regarding refund approval.

If approved:

  • Refunds will be issued to the original payment method.
  • Refund processing will begin within a reasonable business period.
  • The final processing time may vary depending on banks, payment providers, and financial institutions.

Original shipping charges are generally non-refundable unless the return was caused by an error made by Otrix.shop.

7. Damaged, Defective, or Incorrect Orders

Customers should inspect all packages immediately after delivery.

If your order arrives with:

  • Damaged bedding products;
  • Incorrect items;
  • Missing products;
  • Manufacturing defects;

please contact us within 7 days after delivery.

Please provide:

  • Order details;
  • Description of the problem;
  • Clear photos of the item and packaging.

Our team will review the information and provide a reasonable resolution.

8. Exchanges

Customers may request exchanges by contacting our customer service team.

Exchange requests depend on:

  • Product availability;
  • Condition of returned items;
  • Reason for exchange.

Customers must receive confirmation before returning products for exchange.

9. Kentucky Legal Compliance

This Return and Refund Policy is governed by applicable laws of the Commonwealth of Kentucky. Otrix.shop is committed to maintaining transparent and fair customer service practices consistent with applicable consumer protection requirements. Kentucky’s Consumer Protection Act addresses unfair, false, misleading, or deceptive acts in trade or commerce.