Returns Policy
At Otzi, each piece of furniture is handcrafted and made to order. Due to this we have specific guidelines regarding returns, refunds, and exchanges.
Made-to-Order Items
As all our pieces are custom-made to your specifications, we do not accept returns or offer refunds for change of mind once production has begun. Otzi does not accept returns or exchange on its pieces unless there is a demonstrable fault in the piece.
We therefore encourage you to carefully review all details before confirming your order, including dimensions, materials, and finishes.
Cancellations
If you wish to cancel your order, please contact us at studio@otzi.ltd within 24 hours of placing it.
After this period, cancellations may not be possible, as we begin the production process shortly after your order is confirmed.
Damaged or Defective Items
We strive to ensure every item arrives in perfect condition. If your furniture arrives damaged or defective, please notify us within 48 hours of delivery.
To report damage or defects, please contact us at studio@otzi.ltd with your order details and comprehensive photos of the item and packaging.
We will work with you to arrange a suitable solution, which may include repair, replacement, or refund, depending on the circumstances.
Limited Warranty
Our furniture is crafted to high standards, and we offer a limited warranty of one year against manufacturing defects. Otzi may try to fix or improve any damage to a piece that is technically repairable.
This warranty does not cover damage from normal wear and tear, improper care, or misuse. For more details, please refer to our Warranty Policy.
Return Eligibility for Non-Custom Items
If you have purchased an item that has not been made-to-order, such as one of our one-of-a-kind pieces, returns may be accepted within 14 days of receipt, provided the item is unused and in its original packaging.
Shipping costs for returns are the responsibility of the customer unless the return is due to a defect or error on our part.
Refunds
Refunds for eligible returns will be processed once the item is received and inspected by our team. Please allow 7-10 business days for the refund to appear in your account.
If we determine that the item does not meet our return criteria, we reserve the right to deny the refund and will return the item to you at your expense.
Exchanges
Due to the made-to-order nature of our products, we do not offer exchanges on custom furniture. Please ensure all details are correct before placing your order.
Contact Us
If you have any questions about our Returns and Refund Policy, please reach out to us at studio@otzi.ltd. We’re here to help!