Refund policy

Dr. Otso Returns, Replacements & Refunds Policy

At Dr. Otso, we want every customer to receive the product they ordered in proper condition.

If your soap arrives materially damaged in transit, you receive the wrong product, or an item is missing from your order, please contact us within 48 hours of delivery at support@drotso.com.

For approved claims, our standard first resolution is to send a replacement product at no additional charge. A refund may be issued where a suitable replacement cannot reasonably be provided, the product is unavailable, or where a refund is otherwise required under applicable law.

1. When You Can Request a Replacement or Refund

Please contact us within 48 hours of delivery if:

  • The soap itself arrived broken or materially damaged during transit

  • You received the wrong Dr. Otso product

  • A product included in your confirmed order is missing

  • The immediate protective wrapping or seal of the soap was materially compromised during transit in a way that affects the product

  • A refund or other remedy is otherwise required under applicable law

Please email:

support@drotso.com

and include your order number and the required evidence.

2. Transit Damage Claims

For claims involving damage during shipping, you must provide an unboxing video.

The video should clearly show:

  • The unopened courier parcel before opening

  • The shipping label where visible

  • The parcel being opened

  • The Dr. Otso product being removed

  • The condition of the soap when first removed

  • The damage being claimed

Please also provide:

  • Your order number

  • Clear photographs of the damaged soap

  • Photographs of the shipping parcel

  • Photographs of the product packaging where relevant

The unboxing video helps us verify that the damage occurred before or during delivery.

Please keep the soap and shipping materials until your claim has been reviewed.

Where applicable law requires us to provide a remedy notwithstanding a particular evidence requirement, those statutory rights will continue to apply.

3. Replacement Is Our First Resolution

For an approved claim, our standard first resolution is to provide a replacement product rather than immediately issue a monetary refund.

For example:

Soap materially damaged in transit → New soap sent

Wrong Dr. Otso variant received → Correct variant sent

Soap missing from order → Missing soap sent

Where the appropriate product is available, the replacement will be sent at no additional product or standard shipping charge.

Our goal is to ensure that you receive the Dr. Otso product you originally ordered.

4. When a Refund May Be Issued

A refund may be considered where:

  • The appropriate replacement product is unavailable

  • We are unable to provide a suitable replacement within a reasonable period

  • The order issue cannot reasonably be resolved through replacement

  • Applicable consumer-protection law requires a refund

  • Dr. Otso determines that a refund is the appropriate resolution based on the circumstances

Where a refund is approved, it will normally be returned to the original payment method.

Your bank, card issuer, UPI provider, wallet provider, or payment processor may require additional processing time after the refund has been initiated.

5. Outer Parcel and Packaging Damage

Damage to the courier parcel, shipping box, or outer retail packaging alone does not qualify for a replacement or refund.

Examples include:

  • Dented shipping boxes

  • Scratches

  • Creases

  • Marks

  • Scuffs

  • Crushed corners

  • Minor cosmetic damage caused during transportation

Courier and retail packaging are intended to protect the product and may occasionally show signs of handling during shipping.

The condition of the soap itself is what matters.

If the soap remains intact, safe to use, undamaged, correctly supplied, and in satisfactory condition, a replacement or refund will not be provided solely because the outer parcel or packaging is damaged.

6. Wrong Product Received

If Dr. Otso sends you a product different from the one shown on your confirmed order, please contact us within 48 hours of delivery.

Please provide:

  • Your order number

  • A clear photograph of the product received

  • A photograph clearly showing the product name or variant

  • Any additional information reasonably requested by our support team

Once verified, our normal resolution will be to send the correct product at no additional charge.

Please do not open or use an incorrectly supplied product while the claim is being reviewed unless instructed otherwise by our support team.

7. Missing Product

If a product shown on your confirmed order is missing from your parcel, please contact us within 48 hours of delivery.

Please provide:

  • Your order number

  • Photographs showing all products received

  • A photograph of the shipping parcel

  • An unboxing video where available or requested

  • Any additional information reasonably required to verify the claim

Once verified, our normal resolution will be to send the missing product at no additional charge.

8. Opened or Used Products

Dr. Otso soaps are personal-use hygiene products.

We do not accept general returns, exchanges, or refunds after a soap has been opened or used for reasons such as:

  • Change of mind

  • Fragrance preference

  • Preference for another variant

  • Deciding that you no longer want the product

  • Personal preference after trying the soap

Once a personal-care product has been opened or used, it cannot safely be returned to inventory and resold.

This does not limit any remedy that may be required under applicable law.

9. Fragrance Preference

Fragrance is subjective and may be perceived differently by different people.

A product is not eligible for a return, exchange, replacement, or refund simply because:

  • You do not like the fragrance

  • You expected it to smell different

  • You find the fragrance too strong

  • You find the fragrance too mild

  • You prefer another Dr. Otso fragrance

  • The fragrance develops differently on your skin than expected

We provide fragrance and product descriptions to help customers choose the most suitable variant before purchasing.

10. Natural Variation in Cold-Process Soap

Dr. Otso soaps are produced using a cold-process soap-making method.

Because of the nature of this process and the ingredients used, reasonable variations may occur between individual bars or production batches.

These may include slight differences in:

  • Colour

  • Shade

  • Texture

  • Surface appearance

  • Natural markings

  • Shape

  • Edge appearance

  • Fragrance intensity

These natural variations are part of the character of traditionally produced soap and do not by themselves qualify a product for a return, replacement, exchange, or refund.

11. Skin Sensitivity and Allergies

Ingredient information is provided on the relevant Dr. Otso product page and/or product packaging.

Customers should review the ingredients carefully before purchasing and using the product, particularly if they:

  • Have sensitive skin

  • Have known allergies

  • Have previously reacted to skincare or cosmetic ingredients

We recommend performing a small patch test before regular use, particularly for customers with sensitive skin.

If irritation occurs, discontinue use.

Individual skin responses vary, and a personal sensitivity or allergic reaction to an accurately disclosed ingredient does not automatically qualify a product for a replacement or refund.

This does not limit any rights or remedies required under applicable law.

12. Products Damaged After Delivery

Dr. Otso is not responsible for product damage occurring after successful delivery because of:

  • Improper storage

  • Excessive exposure to water

  • Excessive heat

  • Excessive moisture

  • Improper handling

  • Accidental damage

  • Misuse

  • Modification

  • Failure to follow reasonable storage or usage instructions

Damage occurring after successful delivery is not eligible for replacement or refund.

13. How to Submit a Claim

Send your claim to:

support@drotso.com

Suggested subject line:

Order Issue – Order #[Order Number]

Please include:

  1. Your full name

  2. Your order number

  3. A clear description of the issue

  4. Clear photographs of the soap

  5. Photographs of the parcel where relevant

  6. Unboxing video for transit-damage claims

  7. Any additional information reasonably requested by Dr. Otso

Providing complete information helps us review and resolve your claim more efficiently.

14. Do Not Return Products Without Authorization

Please do not send any product back to Dr. Otso unless our customer support team specifically instructs you to do so.

If a physical return is required, we will provide the appropriate instructions.

Unsolicited or unauthorized returns may not be accepted or processed.

15. Approved Replacements

Once a replacement has been approved, we will normally dispatch it to the delivery address associated with the original order.

There will be no additional product or standard replacement-shipping charge where the replacement results from:

  • Verified material transit damage to the soap

  • An incorrect product sent by Dr. Otso

  • A verified missing product

Replacement delivery times may vary depending on product availability, customer location, courier service, weather, public holidays, and other circumstances beyond our reasonable control.

16. Incorrect or Incomplete Delivery Information

Customers are responsible for providing accurate:

  • Full name

  • Delivery address

  • PIN code

  • Phone number

  • Other information required for successful delivery

Dr. Otso is not responsible for delivery problems caused by inaccurate or incomplete information provided by the customer.

If an order is returned to us because:

  • The address was incorrect

  • The address was incomplete

  • The recipient could not be contacted after reasonable delivery attempts

  • The customer refused delivery without a valid product-related reason

additional shipping charges may apply if the customer requests that the order be shipped again.

17. Fraudulent or Abusive Claims

Dr. Otso reserves the right to investigate claims where there is reasonable evidence of:

  • Deliberately damaged products

  • Manipulated photographs or videos

  • Edited or staged unboxing videos

  • Product substitution

  • False transit-damage claims

  • False missing-item claims

  • False non-delivery claims

  • Repeated abuse of our replacement process

  • Other fraudulent activity

A claim may be rejected where credible evidence establishes that it is fraudulent or abusive.

This section does not restrict genuine customer complaints or remedies required under applicable law.

18. Consumer Rights

Nothing in this policy is intended to exclude, restrict, or override any mandatory rights or remedies available to consumers under applicable law.

Where applicable consumer-protection law requires a remedy that differs from this policy, the applicable legal requirement will take precedence.

19. Final Sale Policy

Because Dr. Otso soaps are personal-care and hygiene products that come into direct contact with the skin, all sales are final except for the limited circumstances described in this policy.

We do not accept general returns, exchanges, or refunds for:

  • Change of mind

  • Personal fragrance preference

  • Ordering the wrong product or variant yourself

  • Preference for another Dr. Otso product

  • Products that have been opened or used

  • Purchasing more products than intended

  • Deciding after delivery that you no longer want the product

For hygiene, safety, and product-integrity reasons, products that have been delivered to a customer cannot simply be returned and resold to another customer.

This final-sale policy does not affect your rights where the soap itself is materially damaged in transit, the wrong product was sent, an item was missing, or another remedy is required under applicable law.

Dr. Otso Customer Support

support@drotso.com