Refund policy
Refund & Returns Policy
Last updated: October 2025
Quick FAQ
How long do I have to return an item?
You have 14 days from the date of delivery to request a return.
Who pays for return shipping?
You do for change-of-mind returns; we do for faulty or damaged items.
How long do refunds take?
Approved refunds are processed within 10 business days of receiving your item.
How do I start a return?
Email cleanbyot@hotmail.com with your order number, photos, and reason for return.
Our 14-Day Return Policy
You have 14 days from the date your order is delivered to request a return.
To be eligible, your item must be:
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In the same condition as received — unopened, unused, with tags
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In the original packaging
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Accompanied by a receipt or proof of purchase
Hygiene & natural care items must be unopened and seal-intact.
How to Start a Return
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Email cleanbyot@hotmail.com
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Include your order number, photos of the item(s), and a short explanation for the return
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If approved, we’ll send a return label and instructions for sending your parcel
Do not send items back without first contacting us.
Unrequested returns will not be accepted.
For any questions, reach out at cleanbyot@hotmail.com.
3. Damages & Issues
Inspect your order on arrival and contact us immediately if the item is:
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Defective
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Damaged
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Incorrect
We’ll review and make it right as quickly as possible.
Exceptions & Non-Returnable Items
The following items cannot be returned:
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Perishable goods (food, flowers, plants)
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Custom or personalised items
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Opened or used personal-care products (e.g., beauty, hygiene, skincare)
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Gift cards
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Sale or clearance items
Not sure if your product qualifies? Email us before returning.
Exchanges
To exchange an item, return the original product first. Once your return is approved, place a new order for the replacement item.
EU 14-Day Cooling-Off Period
If your order ships to the European Union, you may cancel or return your order within 14 days, for any reason, without explanation.
To qualify:
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Item must be unworn/unused, with tags and original packaging
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Include your receipt or proof of purchase
Return Shipping Costs
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For change-of-mind returns, the customer pays for return shipping.
(Return label costs may be deducted from your refund.) -
For faulty, damaged, or incorrect items, we’ll cover the cost of return shipping.
Refunds
After we receive and inspect your return, we’ll notify you if your refund is approved.
Approved refunds are processed to your original payment method within 10 business days.
Please allow time for your bank or card provider to post the refund.
If 15 business days have passed and you haven’t received it, email us at cleanbyot@hotmail.com.
Return Address
Our return address will be provided via email once your return is approved.
Please do not ship any items to us without authorisation.
Need Help?
We’re always here to help!
📧 cleanbyot@hotmail.com