Here is our return and refund policy for the various products and services offered by O’terra. Please note that our return and refund policies are the same for products purchased in-clinic or online.
What is your return policy?
We offer a 90-day return policy, meaning you have 90 days after receiving your item to request a return.
- To be eligible for a return, your item must be in the same condition as when you received it—unused and in its original packaging. You will also need the receipt or proof of purchase.
- Items returned without a prior return request will not be accepted.
- To initiate a return, you can contact us or via email at:
- Please note that returns must be sent to the following address:
If your return is accepted, we will send you a return shipping label along with instructions on how and where to send your package.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and correct it.
Exchanges
The most efficient way to exchange an item is to return the current one and place a new order for the desired product once your return is approved.
Shipping fees
Unless your return is approved by O’terra, you are responsible for covering the shipping fees for returning one or more products (original shipping fees are non-refundable). O’terra is not responsible for items lost during return shipping.
Exceptions and non-returnable items
Gift cards
O’terra gift cards can only be used to purchase our products and services. They cannot be exchanged or redeemed for cash. O’terra is not responsible for stolen, lost, or unauthorized use of gift cards.
In-clinic body treatments
Unused body treatments can be exchanged or refunded within 90 days of the purchase date if the original receipt is presented. If a package has already been started, or if unused treatments are claimed after 90 days, a 20% deduction from the initial price will apply to the refunded amount.
Natural supplements
Natural supplements or dietary products can be exchanged or refunded within 90 days of purchase, provided the original receipt is presented, and the packaging remains sealed. Opened products are neither refundable nor exchangeable.
Promo codes
Promotional codes are only active and valid during the specified period. Only orders placed during the code’s validity period are eligible for price adjustments in case of omission. Past or future orders are not eligible.
What is your refund policy?
Once your return is received and reviewed by our team, you will be notified if the refund is approved. If approved, the refund will be processed automatically to your original payment method within 10 business days.
Please note that it may take additional time for your bank or credit card issuer to process and post the refund. If more than 15 business days have passed since your return was approved, feel free to contact us at: info@oterracare.com.
Products and services purchased with an O’terra gift card can be exchanged or refunded in the form of a new gift card.
Any questions? Contact us!
Feel free to reach out if you have questions, need assistance with an order, or would like personalized recommendations for our products and treatments.
Last Update: 2024-02-20