Returns, Cancellations & Warranty Policy
Effective Date: April 2026
1. Return & Exchange Policy
We want you to be completely satisfied with your Otura Scent experience. Eligible products may be returned or exchanged within 14 days of delivery, subject to the following:
Product Condition: Items must be unused, sealed, and in their original luxury packaging with all accessories, manuals, and any promotional items included.
Non-Returnable Items: Due to hygiene and safety standards, Aerosol Sprays, Fabric Sprays, and Ceramics are not eligible for return or exchange.
Original Invoice: A valid proof of purchase is mandatory for all transactions.
Promotional Items: Products purchased during a sale or campaign are only eligible for exchange within the active promotion period.
2. Order Cancellation Policy
Before Dispatch: You may cancel your order at any time before it leaves our warehouse by contacting our support team.
After Dispatch: Once an order is shipped, it cannot be cancelled. You may, however, initiate a return request upon delivery if the item meets our return criteria.
Custom Orders: Orders for bespoke scenting solutions or personalized devices are final and cannot be cancelled once confirmed.
Refund Timeline: Approved cancellations will be refunded to the original payment method within 5–10 business days.
3. Return Process
Initiate: Contact us at comtact@oturascent.com or WhatsApp 0526031775 with your order number and reason for return.
Inspection: Returned items undergo a quality check by our technical team. We will notify you of the approval or rejection of your refund based on the item’s condition.
Refund: Approved refunds are processed back to the Original Mode of Payment only.
4. Device Warranty Policy
Otura Scent devices are engineered for longevity and performance. We offer a comprehensive warranty to protect your investment.
Standard Warranty: One (1) Year from the date of purchase covering manufacturing defects and electronic malfunctions.
Lifetime Extended Warranty: Your warranty remains active indefinitely as long as Otura Scent Essential & Fragrance Oils are used exclusively with the device.
Warranty Void Conditions: The use of third-party oils or non-Otura Scent liquids will immediately void all warranty coverage, as these can damage the nebulizing technology.
Exclusions: Damage resulting from misuse, accidental drops, or unauthorized repairs is not covered.
5. Missing or Delayed Refunds
If you have not received your refund after 14 business days of approval:
Verify with your bank or credit card provider (processing times vary).
If the issue persists, contact our concierge team at contact@oturascent.com or 05 260 31775.