This Return & Refund Policy explains how Ottohealths handles cancellations, damaged or incorrect deliveries, returns and refunds for orders placed on this website. Because all orders are paid in cash on delivery, you are not charged online when you place an order.
1. Cancelling an order
You can cancel your order free of charge at any time before it is shipped. Simply tell our team during the confirmation call, or e-mail care@ottohealths.com with your name and phone number as soon as possible. Once a parcel has been shipped, it can no longer be cancelled, but you may refuse it on delivery without paying.
2. Damaged, incorrect or incomplete items
We check every order before shipping. If you receive a damaged, incorrect or incomplete item, please contact us as soon as possible after delivery with:
- your name and the phone number used for the order;
- a description of the problem;
- photos of the parcel, the packaging and the product.
We will review your report and, where the problem is confirmed, offer a suitable solution such as sending a replacement or the missing item, or a refund.
3. Returns after delivery
For hygiene and safety reasons, health and dietary supplement products can only be returned if they are unopened, with the original seal intact and in their original packaging. Products that have been opened, used, damaged after delivery or stored contrary to the label instructions cannot be returned, except where the product was faulty or incorrect on arrival.
To request a return, contact us first. Please do not send products back without contacting us, as we cannot accept unannounced returns. We will tell you how to return the product.
4. Refunds
If your return or claim is approved, we will refund the amount you paid for the affected product. Because orders are paid in cash, refunds are made by bank transfer to an account in your name, which we will ask you to provide. Original shipping charges are refunded where the return is due to our error or a faulty product.
5. Your statutory rights
This policy does not affect any rights you have under applicable consumer protection laws.
6. Contact us
- Email: support@ottohealths.com
- Order enquiries: care@ottohealths.com
- Address: Ottohealths, Zenica 72000, Bosnia and Herzegovina
- Business hours: Monday – Saturday, 9:00 AM – 6:00 PM (Sarajevo time, GMT+1)