We want you to be happy with your Otter Products and stand behind our products 100%.

Though it’s very rare, if for any reason you are not satisfied with your purchase, you can return the product to us and we will either replace your product or refund you for your purchase, subject to the terms set out below. No terms in this policy are intended to limit your statutory rights in any way whatsoever.

Our products are used for sanitary cleaning purposes and as such, we have a strict return policy with no exceptions, and consequently any products not returned in accordance with this return policy, will be disposed of and we will not be able to refund you.

Please note we can also not make any changes to an order once it has been placed nor are we able to edit it or change any of the shipping details. It is really important to verify that all your information is correct before you complete and submit the order.

All Otter Toilet Brushes are final sale unless they are damaged in transit or defective from a manufacturing perspective. No returns or exchanges are allowed as a result of these products being used for sanitary purposes.

All returns must be authorized by The Otter Brush Company in writing prior to returning the item(s) for a refund.

Any order discrepancies must be reported within 48 hours of product being delivered by shipping courier. The time will be calculated based on tracking details only. Please contact Returns by email with the concern and we will contact you within 48 hours.

Please Note: Messages or comments on Instagram, Facebook or on any other messaging or social media platform are not considered a form of email or valid communication.

1. UNWANTED PRODUCTS
An unwanted product may be returned to us at no charge, provided:
• it is unopened, undamaged and unused, with the original labels and stickers still attached;
• it is in the original packaging, which must be undamaged and in its original condition with all seals still intact.
• You log a request for return by email at returns@theotterbrush.com within 7 days of delivery to you of the unwanted product.
• Shipping and handling costs for the return of Unwanted products are for the account of the purchaser in terms of section 5 below.
• Returns of unwanted products will attract a fee of 15% to cover original shipping, bank charges and processing.

Once we have inspected the product and validated your return, we will refund you and payments may take 5 – 10 working days to reflect in your account. We are entitled to refuse a return if the unwanted product is returned damaged, not in a re-saleable condition.
The offer is voided if the product being returned is opened or used.
NOTE that we inspect each and every return and if your product is not in mint condition we will take photos of the product receive and send them to you as proof of our decision. Unless products returned are in mint condition, we will not be able to process a return.

2. PRODUCTS DAMAGED ON DELIVERY
Should a product be damaged at the time of delivery, please notify us of such delivery by logging a return on returns@theotterbrush.com.

In order to be eligible for a return for your Otter Toilet Brush, you will need to send us a picture of the damaged item so we can assess it prior to you returning the product. We will arrange to collect the product from you at no charge or reserve the right to request you to destroy the product and send us photographs of the destroyed product where we deem it not viable for collection. Our courier is entitled to refuse collection of a product that is not properly packaged for transport.

Once we have inspected the product and validated your return, we will replace the product within 8 days of the return or refund you if that is your preference. Refunds may take 5 – 10 working days to reflect in your account.

3. DEFECTIVE PRODUCTS
We do our best to ensure that the products we deliver to you are of a high quality and without defects.

A defect is considered to be a material imperfection in the product or any characteristic of a product, as a result of errors in manufacture, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

• The following will NOT be regarded as defects and will not entitle you to a return under this section 3:
• faults resulting from normal wear and tear;
• damage arising from negligence, user abuse or incorrect usage of the product;
• damage arising from a failure to adequately care for the product;
• damage arising from unauthorised alterations to the product; and
• where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you. For the sake of clarity, the intended purpose of the Otter Brush is defined in section 4 below.

In order to be eligible for a return for your Otter Toilet Brush, you will need to send us a picture of the damaged item so we can assess it prior to you returning the product. We will arrange to collect the product from you at no charge or reserve the right to request you to destroy the product and send us photographs of the destroyed product where we deem it not viable for collection. Our courier is entitled to refuse collection of a product that is not properly packaged for transport.

If you believe you have received a defective product please email us at returns@theotterbrush.com for help.

4. DESIGN AND INTENDED USAGE OF THE OTTER TOILET BRUSH
It is important to understand that this product is not intended to do a full cleaning process of your loo. It is intended to take care of 90% of the daily requirements, and has been designed to remove visible debris from the toilet bowl, and is not intended to clean under the rim, or the seat, or anywhere else besides the visible bowl.

It is suggested that a full and thorough spring cleaning of the loo will need to be performed using a dedicated brush and chemicals which can be stored out of sight. It is recommended that any current brush be retained and utilised for that purpose.

5. SHIPPING AND RETURN SHIPPING
Please note we DO NOT ship to PO Boxes or Postnet boxes.

Initial shipping costs are non-refundable and all Otter Toilet Brush products are final sale. We must be notified within 7 days of receipt of the product at returns@theotterbrush.com and products must be returned within 30 days of purchase if eligible in terms of this returns policy.

In the case of unwanted products, you will be responsible for paying all shipping costs and brokerage-related to the exchange or return of your product. We suggest to use a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item. Once your return has been received and inspected, we will send you an email to notify you we have received your returned item. We will also notify you of the approval or rejection of your replacement or refund.

6. EXCHANGE RATES & FEES
All items in our store are priced in the currency displayed. If you pay for an order using a credit card in a different currency then the credit card company will exchange the currency and may charge you a small fee. Contact your credit provider for details.

7. CUSTOMS AND DUTIES
Customs duty is a tax that is determined by the customs authority of your country based on product type, known as commodity, value, weight and dimensions.

Customs duty is established by your customs authority. Duty, tariffs, and taxes are the responsibility of the customer. If you are required to pay duties or taxes by your customs authority you must pay this to the shipping carrier prior to receiving the package. Once the taxes are paid you will be allowed to pick up the package or the shipping courier will drop it off at your doorstep. Please contact the carrier to inquire about their policy.

8. SHIPPING RATES
We offer flat rate shipping. Please input your address to view the rate options.