Refund policy
Last updated: September 15, 2026
OUR 30-DAY NO-TEARS PROMISE
If you've tried your Otterly Bath Visor and bath time doesn't get easier, you have 30 days from the day your order is delivered to ask for a refund — even if you've used it.
The promise covers the visor not working for your child. It doesn't cover a change of mind, such as no longer needing the item or ordering by mistake.
WHAT'S COVERED
It didn't work for your child
- We refund the price you paid for the returned item(s).
- You send the item back, and return shipping is paid by you.
Arrived damaged or defective
- Free replacement, or a refund of the price you paid for the item.
- No return needed.
We sent the wrong item
- We send the right item at no extra cost, or refund the price you paid for it.
- No return needed.
Your order never arrived
- See "Late, lost or delivered but not received" in our Shipping Policy.
For damaged, defective or wrong items, please contact us within 7 days of delivery and include a photo of the item and the packaging, so we can sort it out quickly.
WHAT'S NOT COVERED
- Change of mind: you no longer want or need the item, or you ordered it by mistake. If you catch it early, you can still cancel before your order ships (see "Cancelling an order").
- Original shipping charges.
- Return shipping costs.
- Items sent back without contacting us first.
- Import duties or taxes charged by your country's customs authority when the package arrives.
HOW TO REQUEST A REFUND
1. Email Supportotterly@proton.me within 30 days of delivery with your order number and a few lines about what happened when you used the visor.
2. We reply within 2 business days with the return address and instructions. Please don't send items back without contacting us first — packages sent to other addresses can't be traced to your order.
3. Pack the visor clean and dry, with any parts it came with, and ship it at your own cost using a trackable service. Keep your tracking number until your refund is issued.
4. Once the return arrives, we process your refund within 5 business days and email you to confirm.
HOW YOU GET YOUR MONEY BACK
- Refunds go back to the original payment method. Depending on your bank or card issuer, it can take another 5–10 business days to show on your statement.
- Refunds cover the price you paid for the item(s) only. Shipping charges and return shipping costs are not refunded, except where the law where you live requires it.
- Bundles: you can return all or part of a bundle. When you return only part of it, we refund the price you actually paid for each item returned — the bundle total divided by the number of items in it. For example, returning one visor from a $59.98 three-pack refunds $19.99.
- Gifts: if the order was a gift, the refund goes to the person who paid for it.
CANCELLING AN ORDER
You can cancel for a full refund, shipping included, as long as your order hasn't shipped yet. Email us as soon as possible with your order number. Once an order has shipped, the steps above apply.
BEFORE YOU OPEN A DISPUTE
If something's wrong, please email us first. We can usually resolve it faster than your bank, and it doesn't limit any rights you have with your card issuer.
YOUR RIGHTS
This promise is in addition to any rights you have under the consumer laws of your country or state, and nothing in this policy limits them.