Refund policy
OTMF Luxe Return & Exchange Policy
At OTMF Luxe, we want you to feel confident in every purchase. If an item does not work out, eligible merchandise may be returned for store credit or exchanged, provided it meets the requirements below and passes our return inspection.
Return Window
Return or exchange requests must be submitted within 14 calendar days of confirmed delivery. Approved return merchandise must be received by OTMF Luxe within 30 days of the original delivery date to remain eligible.
Returns for Store Credit
Eligible merchandise may be returned for OTMF Luxe store credit. We do not provide cash refunds to the original payment method unless required by law.
Returned items must be:
- Unworn, unused, and unwashed
- Free of stains, makeup, deodorant, odors, pet hair, or other signs of wear
- Undamaged and unaltered
- Returned with original tags, packaging, and accessories when applicable
Once your return is received, please allow 5–10 business days for inspection and processing.
If approved, store credit will be issued for the eligible merchandise purchase amount. Original shipping and handling charges are nonrefundable. Applicable taxes will be handled in accordance with applicable law.
Exchanges
Eligible clothing and apparel may be exchanged for another available size or eligible item after the original merchandise has been received and passes inspection.
Customers are responsible for all shipping and handling costs associated with an exchange, including return shipping and the shipping cost of the replacement item.
If OTMF Luxe sent an incorrect or defective item, we will work with you to correct the issue and applicable shipping costs will be covered by OTMF Luxe.
All exchanges are subject to product availability. If the requested size or item is unavailable, eligible store credit may be issued instead.
Beauty & Personal-Care Products
For health and hygiene reasons, opened, used, tested, or unsealed beauty, cosmetic, skincare, lip, or personal-care products are final sale and cannot be returned or exchanged.
This includes OTMF Luxe lip products once the protective packaging or seal has been opened or broken.
Final Sale Items
The following items are not eligible for return or exchange:
- Clearance or sale items marked Final Sale
- Customized or personalized merchandise
- Gift cards
- Opened or used beauty and personal-care products
- Items specifically identified as Final Sale at the time of purchase
Damaged, Defective, or Incorrect Orders
If you receive a damaged, defective, or incorrect item, please contact OTMF Luxe as soon as possible after delivery and provide your order number along with photos of the item and packaging.
Return Inspection
All returns and exchanges are subject to inspection. OTMF Luxe reserves the right to deny a return, exchange, or store credit if the merchandise does not meet the requirements outlined in this policy.
Please note: Sending an item back does not automatically guarantee approval. Store credit or an exchange will be issued only after the returned merchandise has been received, inspected, and approved.