Cancellation

All orders are processed on our secure online payment system. Shipping starts as soon as possible after we receive your order. If you wish to cancel, contact us immediately — once an order has been shipped we incur non-refundable fees.

We understand orders may need to be altered or cancelled, and we will work with you where possible. We are unable to process changes free of charge once orders have been shipped.

If your order has already been shipped, it is treated as a return under the policy below.

Returns

Please check all items on arrival. If you are not fully satisfied, or you have had a change of mind, in most cases we are happy to arrange a full refund of the product price (excluding delivery) or an exchange.

In some cases we can ship exchange items free of charge. That depends on arrangements with individual suppliers — email returns@otwarehouse.com.au to ask about your item.

If there are any issues with your purchase, contact us within 30 days of receipt and we will do everything we can to fix the issue promptly.

All products are checked prior to dispatch. If you need to return a product or garment, email returns@otwarehouse.com.au.

Customised products

How to request a return

1. Include a working email address and contact number so we can reach you if we need more information.
2. Include your name and address if you want an exchange.
3. You may be asked to provide photos of a damaged item.
4. The cost of return postage is the responsibility of the buyer.
5. It may take up to two billing cycles for the credit to appear on your credit card statement.
6. Refunds are processed against the original order number and the original credit card or PayPal account used for the purchase.
7. OT Warehouse is not responsible for returns lost in transit to us.
8. We are unable to accept returns or exchanges for customised products.

Change of mind

You may return most new, unopened items within 30 days of receipt for an exchange or a full refund of the price you paid for the item (excludes customised items). Unless otherwise stated, original shipping fees for change-of-mind items are not refunded.

You may be eligible for free return shipping on some products. Email us to check before you purchase — this only applies to some products where we have special arrangements with suppliers.

If you change your mind about clothing, you can return the products in their original condition (including tags, packaging and proof of purchase) for a full refund (excluding delivery) within 30 days of receipt.

KloudSacs and bean bags

Supplier-specific rules

OT Warehouse stocks products from a range of suppliers with their own returns, replacement and exchange policies. For exact information on a specific item, email returns@otwarehouse.com.au.