Effective Date: November 2, 2026

Welcome to the official Refund and Returns Policy of OTTER PRODUCTS EMEA UNLIMITED COMPANY, governing all purchases made through our e-commerce website www.otterproductsstore.com — your go-to destination for Daily Tech Essentials, including stylish protective phone cases that shield your device in style, plus high-performance Type-C accessories that boost your whole tech experience. This policy outlines clear, fair terms for all return and refund processes to ensure full transparency for every customer, and ‌we explicitly state that no pure “refund only” requests will be approved under any circumstances, unless required by mandatory applicable consumer protection law‌. All requests related to order issues must follow the structured process laid out in this document, to protect the rights of both our customers and our business operations.

1. Eligibility for Returns

To qualify for our official return process, your requested items must meet the following criteria:

• All return requests must be submitted within 30 calendar days from the date you successfully receive your ordered goods. Any request submitted beyond this 30-day window will not be accepted for processing.
• The items you intend to return must be in their original, unused, unmarked condition, with all original factory packaging, tags, accessories, and protective seals fully intact. Products that show signs of installation, daily wear, accidental physical damage caused by improper use after delivery, or missing original packaging materials are not eligible for return.
• Customized, engraved, or special made-to-order phone cases that are produced exclusively according to your personal custom requirements are non-returnable, unless the items have confirmed manufacturing defects verified by our quality control team.
• Our core rule is strictly enforced: we do not approve any “refund only” requests that do not involve the physical return of the purchased physical products to our designated return warehouse. We will never issue a full or partial refund for any order unless you have completed the full product return process, and our quality team has confirmed the returned items meet the return eligibility requirements. This policy is designed to prevent fraudulent refund abuse, and maintain fair operational standards that allow us to continue offering high-quality, affordable daily tech essentials to all our customers.

2. Step-by-Step Return Process

To initiate a valid return request, please follow the standardized steps outlined below carefully:

1. First, contact our customer support team to submit your return request, via our official contact email [email protected], or call our support hotline at +353 21 2037000‌. You will need to provide your valid order number, the reason for your return, and several clear photos of the product to help our team pre-verify your request.
2. Once our support team reviews and approves your return application, we will send you a unique authorized return shipping label, alongside the exact address of our designated return warehouse located in Ireland. Please note that unauthorized returns sent to any address other than the official warehouse address we provide will not be processed, and we will not be liable for lost parcels in such scenarios.
3. Pack the product you are returning securely in its original packaging, attach the authorized return shipping label we provide to the outside of the parcel, and send the parcel back to our warehouse. For returns caused by our confirmed manufacturing defects or order fulfillment errors, we will cover all the standard return shipping costs. For returns initiated for personal reasons such as change of mind, we ask the customer to take responsibility for the return shipping fees.
4. Once our warehouse team receives your returned parcel, our professional quality control team will conduct a full inspection of the returned items within 5 working days. After we confirm the returned items meet all our return eligibility criteria, we will proceed to process your subsequent exchange or store credit arrangement, as per your selection when you submitted your return request.

3. Available Remedy Options (No Refund-Only Allowance)

As explicitly specified earlier, we never issue any standalone refund without the complete corresponding return of the physical products you purchased. After your returned items pass our quality verification, you may choose one of the two following remedy options:

• ‌Equal-Value Product Exchange‌: You can exchange your returned item for another identical product (if there is a confirmed quality defect on the original item), or swap it for another phone case, Type-C accessory or daily tech essential from our store with the exact equal price of your original purchased item. If you choose an exchange item with a higher price than your original product, you will only need to cover the small price difference.
• ‌Equal-Value Store Credit‌: You can opt to receive full store credit equal to the exact amount of your original order value, which can be used for any future purchases on www.otterproductsstore.com within a 24-month validity period. There is no minimum spending limit for you to redeem this store credit, and you can apply it to any item across our entire product catalog.

In very rare limited cases where the product you returned is confirmed to have severe irreversible manufacturing defects, and we do not have replacement stock available for exchange, we may process a refund to your original payment method — and even this scenario can only proceed after you have fully returned the physical defective product to our warehouse and passed our quality inspection, it still does not qualify as a “refund only” arrangement.

4. Exclusions and Non-Eligible Scenarios

The following situations do not qualify for any return, exchange, or store credit remedy under this policy:

• You cannot provide the valid order number linked to the items you are claiming to return.
• The items were damaged by improper use, accidental drops, liquid exposure, or unauthorized self-disassembly after you received the delivery.
• You submit a “refund only” request without any intention to return the physical purchased product, for any reason including claiming that the parcel is “lost” after you have confirmed successful receipt of the delivery, or asking for partial compensation while retaining and continuing to use the product you ordered.
• More than 30 calendar days have passed since you signed for receipt of your order.

5. Contact Information

If you have any questions, concerns, or need clarification on any clause of this Returns and Refund Policy, please do not hesitate to reach out to our customer support team at any time:
‌Company Name‌: OTTER PRODUCTS EMEA UNLIMITED COMPANY
‌Official Website‌: www.otterproductsstore.com
‌Contact Email‌: [email protected]
‌Physical Address‌: 5th Floor, Hibernian House, 80A South Mall, Cork, T12 ACR7, Ireland
‌Contact Phone‌: +353 21 2037000‌

Our support team will respond to all your inquiries within 24 working hours, and assist you to resolve any order related issues in a fair, friendly and efficient manner.