What are the conditions for exchange product?

Please record an unboxing video (full 360 angles) when you’ve received a package from us. The unboxing video is necessary as proof for damage cases, so please record it in clear lighting and flyer envelope seal must me shown intact in video. 

If you find some defects on your products, you may return it to us as long as you purchased it from our website (www.otwooofficial.pk). Also, if we send you a different product from your order, you can also exchange it to us.

The unboxing video should show the damaged parts and packing slip existing outside of the package. If you find your item damaged within 07 days after you received the item, you should have 1 video: unboxing and damaged product in 1 video.

We’re sorry but we can’t accept an exchange if you don’t have the video or the video you have is edited/paused.

Email us the unboxing video and pictures of the products with your Order ID number to support@otwooofficial.pk with subjects: “EXCHANGE IT PLEASE” no more than 07 days from the receipt date. Then, send us the product that you want to exchange to the address that you will received on the email. Used product cannot be returned or exchanged.

The following policies are not applied to Sale items. All Sale items are final purchase and cannot be returned or exchanged.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@otwooofficial.pk and send your item to physical address mentioned on flyer.

How can I cancel my order?

If you want to cancel your order then you need to contact with us at our customer care and ask us to cancel your order within 8 hrs after order placement.

Once order is despatched order cancellation is not possible

Products that cannot be exchanged?

Cosmetics products cannot be exchanged.