Refund policy

Returns and Refund 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.

  1. Made-to-Order

    1. As all our pieces are custom-made to your specifications, we do not accept returns or offer cancellations or 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.

    2. We therefore encourage you to carefully review all details before confirming your order, including dimensions, materials, and finishes.

  2. Cancellations

    1. If you wish to cancel your order, please contact us at studio@otzi.ltd within 24 hours of placing it.

    2. After this period, cancellations may not be possible, as we begin the production process shortly after your order is confirmed.

  3. Damaged or Defective Items

    1. 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 the shipping address.

    2. To report damage or defects, please contact us at studio@otzi.ltd with your order details and comprehensive photos of the item and packaging.

    3. We will work with you to arrange a suitable solution, which may include repair, replacement, or refund, depending on the circumstances.

  4. Natural Variations

    1. Working with natural materials that have not been heavily finished means that the pieces maintain their unique natural characteristics. Natural variations, including but not limited to  grain, knots, scarring, stretch marks, are essential hallmarks of authenticity and are not defects. 

    2. All OTZI pieces are handmade in our workshop and may bear subtle evidence of having passed through the workshop. These are inevitable marks distinguishing our work from mass-produced items, and are not considered defects.

  5. Limited Warranty

    1. 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.

    2. This warranty does not cover damage from normal wear and tear, improper care, or misuse. For more details, please refer to our Warranty Policy.

  6. Return Shipping 

    1. For items that are confirmed as defective or damaged, OTZI will cover the cost of return shipping. For any other authorised returns, shipping costs are the responsibility of the customer.

  7. Refunds

    1. 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.

  8. Exchanges

    1. 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.

  9. Contact Us

    1. 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!