Returns and exchanges at Othoba Shop
We want you to receive the product you ordered in the condition described. This policy explains how to request help with items purchased from Othoba Shop, including mobiles, electronics, clothing, groceries, baby care, furniture, beauty products, household essentials, toys, home decor and pet care.
Please contact us within 7 calendar days of receiving your order to request a return or exchange. Report visible damage, leakage, missing items or an incorrect delivery as soon as you notice it. The seven-day period is the time to submit your request; our team will then explain the assessment and return arrangements.
When you can request a return or exchange
- The product delivered is different from the item, size, colour, model or quantity confirmed in your order.
- The item arrives damaged, leaking, incomplete or with a manufacturing fault.
- An essential part or accessory listed as included with the product is missing.
- An unused clothing item needs a size exchange, subject to the conditions below and availability of the replacement size.
Keep the product ready for assessment
- Keep your order number or invoice and retain the original packaging, labels, seals, accessories, manuals and any included items.
- For a size or preference exchange, the item must be unused, unwashed and in a condition suitable for resale, with its tags attached.
- Where a fault can only be identified after opening the package or performing a basic check, explain what happened when contacting us. Opening a package to identify a genuine fault is assessed differently from using an item and then changing your mind.
- Send clear photographs or a short video showing the issue where possible. An unboxing video can help the assessment, but please contact us even if you do not have one.
- Please wait for return instructions before sending an item to a courier or an address shown elsewhere on the website.
Conditions for different product categories
- Mobiles and electronics: report the problem within 7 days, include the model and serial number where available, and retain all supplied accessories. Do not attempt an unauthorised repair. Warranty support beyond the return-request period depends on the warranty stated for the individual item; there is no blanket warranty for all products.
- Men's and women's clothing: unused, unwashed items with their tags attached may be assessed for a size exchange. Confirm measurements before ordering. Opened or used intimate and hygiene-sensitive items are not eligible for a change-of-mind exchange.
- Daily Bazar and pet food: check the product, pack size, seal and printed expiry information on arrival. Report incorrect, leaking, damaged or expired-at-delivery items promptly. Opened or consumed food is not eligible simply because a taste or preference has changed.
- Beauty and baby-care items: sealed consumables and hygiene-sensitive products must remain unopened for a preference-based request. An incorrect, leaking, damaged or defective delivery can still be reported for assessment.
- Furniture, home decor and household essentials: check dimensions, material and finish before ordering. Report damage or missing components before further assembly or installation where possible. Collection of large or assembled items must be arranged with our team.
- Toys and pet accessories: include the complete set, packaging and supplied parts when returning an item. Damage caused by misuse or normal wear is assessed separately from an arrival or manufacturing fault.
Change of mind, offers and exclusions
A change of mind or a preference for a different colour, texture, fragrance or design does not automatically qualify an item for a return. Contact us before returning an otherwise correct item so we can confirm whether an exchange is suitable for that product.
Discounted items can still be reported if they arrive wrong, damaged or defective. A clearly disclosed product condition will be considered during assessment. Damage caused after delivery by misuse, unsuitable storage or an unauthorised modification is not treated as an arrival fault.
How to submit your request
- Use our Contact Us page and provide your order number, contact number, product name and a clear description of the issue.
- Tell us whether you would prefer a replacement, an eligible size exchange or a refund, and include photographs or video if available.
- Our team will review the request and confirm the next steps, return method and any applicable charge before you send the item.
- Pack the item securely with the agreed accessories and order reference. Keep the courier receipt until the request is resolved.
Return charges and refunds
For a confirmed wrong, damaged or defective delivery, Othoba Shop will arrange the appropriate return or replacement without an additional delivery charge to you. For an approved size or preference exchange, any return and redelivery charges will be explained before you agree to proceed.
After an item is received and assessed, we will confirm the approved replacement, exchange or refund. If a replacement is unavailable, our team will explain the available resolution. The expected collection, inspection and refund timing will be communicated during the request.
Approved refunds are normally returned through the original payment method, with a suitable agreed method used where needed for a cash payment. Processing time can depend on the payment provider. This policy does not remove any rights available under applicable consumer-protection requirements.
Need help?
Contact Othoba Shop through the Contact Us page with your order reference. You can also review Shipping Information for delivery guidance and use Track Order for an existing order.