Returns Policy
Returning an item:
I have received my order but something is missing or damaged, what should I do?
Please accept our sincere apologies, should this happen. To notify us of any problems with your delivery please contact our customer service team on +44 (0)1392 824300, or email them on sales@otterhouse.co.uk with your order and account number and they will be happy to assist you.
No unauthorised returns are accepted by our warehouse. If you are disappointed with the quality of a product or if the item is different to what you expected, please do let us know and we will do our best to update the representation of it on the website as soon as possible.
Instructions for Return:
Please Note: No unauthorised returns are accepted by our warehouse.
1. Please enclose a copy of the delivery note listing the items packed for return (stock code, quantity and reason for return), including your name, account and order number with the returned item(s). Tape the box securely using heavy-duty packing tape. Please note: Multiple boxes please mark 1 of 3, 2 of 3 etc.
2. Send your returned item(s) via an insured carrier, such as Royal Mail Recorded delivery. We cannot be responsible for lost returns.
3. Send your return to:
Otter House Ltd
Attention: Returns
Exebox
Matford
Exeter
Devon
EX2 8FD
We are not responsible for lost returns. If you have questions about your return, please contact our Customer Service team on +44 (0)1392 824300, or email them on sales@otterhouse.co.uk.
Instructions for damaged or wrong items:
If your order has been damaged or contains the wrong items, you must first contact our Customer Service team on +44 (0)1392 824300, or email them on sales@otterhouse.co.uk. Please provide your name, account & order number and request for refund or exchange.
Your rights to return goods are protected under the EU Distance Selling Directive.
