Return & Refund Policy

1. Introduction
Thank you for choosing Otiva.
We are committed to providing high-quality pet odor elimination products. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below.

2. Eligibility for Returns
You may request a return if the following conditions are met:
* The return request is made within 14 days of receiving your order.
* The product is unused, unopened, and in its original sealed packaging.
* The product is returned with proof of purchase (order number or receipt).

3. Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns for:
* Products that have been opened or used.
* Products with broken or removed safety seals.
* Items damaged due to misuse or improper storage.
* Products purchased from unauthorized sellers.

4. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect product, please contact our Customer Support within 48 hours of delivery.
To help us process your request quickly, please provide:
* Your order number
* Photos of the product and packaging
* A brief description of the issue
Once verified, we will arrange a replacement or issue a full refund, including any applicable shipping costs.

5. How to Request a Return
To initiate a return, please contact our Customer Support:
Email: Otiva@activa.com.eg
Phone / WhatsApp: +20 1070150070
Our team will provide you with the return instructions.
Please do not send products back without first contacting our support team.

6. Refunds
Once we receive and inspect the returned product, we will notify you of the status of your refund.
If approved:
* Refunds will be issued to the original payment method.
* Processing typically takes 5–7 business days, depending on your payment provider.

7. Exchanges
We replace products only if they are defective, damaged during delivery, or shipped incorrectly.
If you require an exchange, please contact our Customer Support team.

8. Return Shipping
* If the return is due to a damaged, defective, or incorrect product, Otiva will cover the return shipping costs.
* If the return is for any other eligible reason, the customer is responsible for the return shipping costs.
Original shipping charges are non-refundable unless the return results from an error on Otiva’s part.

9. Contact Us
If you have any questions regarding this Return & Refund Policy, please contact us:
Email: Otiva@activa.com.eg
Phone / WhatsApp: +20 1070150070