Refund policy

At Ottroja, we always strive for our customers' satisfaction. Therefore, we offer a flexible and clear return and exchange policy, with our full commitment to quality.


General Return Policy

  • The customer has the right to return the product within 3 days of receiving the order, provided it is intact and in its original condition without opening or use.
  • Non-Returnable Offers: Products sold with offers (exported) are non-returnable. In case of non-receipt of the order due to customs fees or otherwise, shipping costs and customs fees will be deducted from the refunded amount.
  • Products purchased through other platforms cannot be returned and are subject to the original platform's policies.

Return Costs

In case of return via a shipping company: An additional 50 EGP will be added and deducted from the refunded amount or added as store credit.


Exchange Policy

  • For exchanges due to any reason related to the customer, additional shipping fees will be collected.
  • The customer has the right to exchange the product within 3 days from the date of receipt, provided it is in its original condition.
  • International orders are non-exchangeable.

Non-Returnable or Exchangeable Products:

  • Opened products.
  • Promotional samples.
  • Bundle offers.

Manufacturing Defects

In case of a clear manufacturing defect, returns can be made within the validity period stated on the package or product, provided it has not been used and retains its original condition.


Communication Steps

Communication is done through the same platform where the purchase was made to request an exchange or return – or at +201551733903.


Important Notes

  • All return and exchange operations are subject to review and approval by the customer service team.
  • Please keep the original invoice and product packaging when requesting a return or exchange.
  • Return request processing time may take 3-7 business days.
  • Refunds will be made to the same payment method used for purchase.

Contact Us

For inquiries regarding Return and Exchange Policy:

Email: contact@ottroja.com

Phone: +201551733903