Returns & Exchanges

We want you to love your Dancing Otter purchase. If you have any concerns, we're here to help.

Returns

We accept returns within 7 days of receiving your order (please check non-refundable items below). If a return is required, kindly ensure the item is sent back to our studio within 14 days of the purchase date so we can assess it and assist you as quickly as possible.

For hygiene and safety reasons, we only accept returns for items that are unused, unopened, and in their original sealed packaging. Returned items must also include all original tags, packaging, and proof of purchase.

To request a return, please email info@thedancingotter.com with your order number and reason for the return. Once approved, we'll provide instructions for returning your item.

Please note that returns sent without prior approval will not be accepted.

Return Shipping

As a small business, we kindly ask customers to cover the cost of return shipping for change-of-mind returns. We recommend using a tracked shipping service, as we cannot be responsible for items lost during return transit.

Damaged, Defective, Missing or Incorrect Items

Please inspect your order upon arrival.

If your order arrives damaged, defective, incomplete, or you receive the wrong item, please contact us at info@thedancingotter.com within 7 days of delivery with your order number and photos (where applicable).

For larger orders, items may occasionally be shipped in multiple parcels. Please check your tracking information before submitting a missing item claim.

If a product is confirmed to have a manufacturing defect, we will gladly replace it within 1 month of the purchase date. This warranty does not cover normal wear and tear, accidental damage, misuse, improper care, or failure to follow the care instructions.

Exchanges

We currently do not offer direct exchanges.

If you'd like a different item, please place a new order. If your original purchase is eligible for return under this policy, we'll process your refund once we receive and inspect the returned item.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns for:

• Opened or unsealed products
• Used or washed items
• Sale or clearance items
• Personalized or custom-made products

Refunds

Once we receive and inspect your returned item, we'll notify you of the outcome.

If your return is approved, your refund will be issued to your original payment method within 7 business days. Depending on your bank or card issuer, it may take up to 10 additional business days for the refund to appear in your account.