Refund policy

Returns and Refund Policy

At OTZI, every piece of furniture is handcrafted entirely by hand and made-to-order. Because we do not hold stock and build each item specifically to fulfil your order selections, we have established clear guidelines regarding cancellations, returns, and refunds.

The 14-Day Cooling-Off Period (Right of Withdrawal)

In accordance with UK and EU consumer protection regulations, you have the right to cancel your order or return your item for any reason within 14 days from the day your furniture is delivered.

However, because our pieces are handmade on-demand, returns for a change of mind are subject to strict conditions to protect the integrity of our workshop:

  • Return Shipping Costs: The customer is entirely responsible for organising and paying the full cost of return freight shipping. Because furniture is heavy and requires specialist transport, these costs can be substantial.

  • Condition of Goods: Items must be returned to our workshop in pristine, unused, resaleable condition, and packed securely in their original packaging. If an item is returned damaged or shows signs of wear, we reserve the right to deduct the diminished value from your refund.

Cancellations

If you change your mind immediately after purchasing, please contact us at studio@otzi.ltd within 24 hours of placing your order.

After this 24-hour window, our workshop begins allocating natural materials and scheduling production. While you still retain your right to cancel before delivery, doing so after production has begun may delay your refund processing until the materials can be reallocated.

EU customers can exercise their 14-day right of withdrawal from delivery of the last item by emailing us at studio@otzi.ltd or by accessing their account here. 

Damaged or Defective Items

We take immense pride in our craftsmanship. If your furniture arrives damaged in transit or features a structural manufacturing fault, your consumer rights are fully protected. Please notify us within 48 hours of delivery.

To report an issue:

  • Contact us at studio@otzi.ltd with your order number.

  • Provide clear photos of the fault, as well as the external and internal packaging.

Once verified, we will arrange a suitable solution at absolutely no cost to you. Depending on the circumstances, this may include a professional repair, a replacement component, or a full refund.

Natural Variations & Handmade Character

We work with natural materials that are not heavily processed, allowing the authentic character of the material to shine through.

  • Natural Elements: Variations in wood grain, knots, natural scarring, and leather stretch marks are essential hallmarks of authenticity. They are unique characteristics of the material, not defects.

  • Handmade Character: Because every OTZI piece is built entirely by hand, subtle evidence of the artisanal process may be visible. These minor variations distinguish our work from mass-produced items and are celebrated as part of the design, not considered faults.

One-Year Limited Warranty

Our furniture is built to last. We offer a one-year limited warranty from the date of delivery against structural manufacturing defects. If a component experiences a technical fault during this time, OTZI will assess the item and arrange for a professional repair or restoration.

This warranty does not cover normal wear and tear, damage caused by improper care or cleaning, or environmental damage (such as exposure to extreme moisture, heat, or direct sunlight).

Refunds

Approved refunds will be processed once the item is safely received back at our workshop and passes inspection. Please allow 7–10 business days for the funds to reflect in your account via your original payment method.

Contact Us

If you have any questions about our processes, dimensions, or leather colour options before placing your order, please reach out to us at studio@otzi.ltd. We are always here to help you make the right choice!