Returns Information

We want you to feel confident ordering from The OT Store. If something is not right, please contact us and we will work with you to find a fair and practical solution.

Faulty, Damaged or Incorrect Products

Please contact us if your product:

• arrives damaged;

• develops a fault;

• is unsafe or significantly different from its description; or

• is not the product you ordered.

Email support@theotstore.com.au and include:

• your name and order number;

• a description of the issue; and

• clear photographs or a short video where possible.

Please do not dispose of the product until we have reviewed the issue or advised you that it is no longer required.

We will assess the information provided and work with you on an appropriate solution. Depending on the product, the nature of the issue and your rights under Australian Consumer Law, this may include a repair, replacement, refund or another suitable remedy.

We may also communicate with the supplier or manufacturer as part of our assessment, but The OT Store will remain your point of contact.

If a product is confirmed to have a fault, we will cover reasonable return costs where required. This may involve providing a prepaid return label or reimbursing agreed postage costs.

You do not need to retain the original packaging to make a claim about a faulty product.

Product Warranties and Consumer Guarantees

Some products include a supplier or manufacturer warranty. These warranties provide additional support and do not replace your rights under Australian Consumer Law.

Consumer guarantees do not have a single fixed expiry date. The length of time a product should reasonably last depends on factors including its type, price, quality, intended use and how it has been used and cared for.

Normal wear and tear, accidental damage, misuse, unauthorised modification or use contrary to supplied instructions may not be considered a product fault.

Products designed to be chewed are consumable items. Their usable lifespan varies significantly depending on the individual and the frequency and intensity of use. Evidence of ordinary wear does not necessarily indicate a manufacturing fault.

Change-of-Mind Returns

We generally accept change-of-mind returns when you contact us within 30 days of delivery and the product is:

• unused and undamaged;

• complete, with all parts and accessories;

• in its original packaging; and

• in a condition that allows it to be resold as new.

Please contact us before returning anything. Returns sent without prior approval may be delayed or returned to the sender.

Customers are responsible for the cost and safe delivery of change-of-mind returns. We recommend using a tracked shipping service, as we cannot process the return until it reaches us.

Once the product has been received and inspected, an approved refund will be issued to the original payment method. Original delivery charges are not normally refunded for change-of-mind returns.

If a returned product is incomplete, used, damaged or no longer saleable, we may decline the return or discuss an alternative resolution with you.

Products That Cannot Normally Be Returned for Change of Mind

For hygiene, safety and resale reasons, we do not normally accept change-of-mind returns for:

• opened or used chewable and oral products;

• products that have been used against the skin or body and cannot be hygienically resold;

• personalised or specially ordered products;

• gift cards; or

• clearance products clearly marked as final sale.

These exclusions apply only to change-of-mind returns. They do not limit your rights if a product is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee.

Exchanges

If you would like a different product, size or colour, please contact us.

Where a change-of-mind return is approved, the simplest option is generally to return the original product for a refund and place a new order for the preferred item. This helps avoid delays or the replacement product selling out.

Return postage and the delivery cost of the new order are payable by the customer unless the original product was faulty or incorrectly supplied.

Order Changes and Cancellations

Please contact us as soon as possible if you need to change or cancel an order.

We will do our best to help, but orders are packed quickly and a change or cancellation cannot be guaranteed once warehouse processing has begun. Orders that have already been dispatched cannot be amended or cancelled and will need to follow the applicable returns process.

How to Request a Return

Before sending a product back:

1. Email support@theotstore.com.au with your order number and the reason for the return.

2. Include photographs or video if the product is damaged or faulty.

3. Wait for our team to confirm the return instructions and address.

4. Pack the product securely and include your order number inside the parcel.

5. Retain your tracking receipt until the return has been completed.

Please do not send returns to an address shown on a parcel label without first contacting us, as the carrier’s return address may not be the correct location for processing customer returns.

Refund Processing

We will let you know when your return has been received and assessed.

Approved refunds are issued to the original payment method. After we process the refund, your bank or payment provider may require additional time to make the funds available.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

Nothing on this page excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded.

Contact Us

For returns, faults, warranty assistance or order issues, email:

support@theotstore.com.au

Please include your order number so we can assist you promptly.