Refund policy

Our products are made to order. Except where applicable law provides otherwise, Otter Designs offers replacements or refunds for damaged, defective, misprinted or incorrectly fulfilled items. We do not accept change-of-mind returns or exchanges for a different size or color when the item supplied matches your order. Please check the product description and size chart before ordering.

Report a problem

For a claim under our voluntary defect policy, email theherongrpllc@gmail.com as soon as possible and within 30 calendar days of delivery if your order arrives damaged, defective, misprinted or different from what you ordered. Include your order number, a description of the issue and clear photos showing the affected product. If multiple items are affected, include a photo showing them together. We may request additional photos or information to assess the problem. This reporting period does not shorten any rights provided by law.

A fulfillment partner sending the wrong item, size or color is covered. Choosing a size or color that you later decide you do not want is not covered by this voluntary defect policy.

Replacements and refunds

We will review the issue and arrange a replacement, reprint or refund for a confirmed defect or fulfillment error at no additional charge. Damaged or defective products do not normally need to be returned. Contact us before mailing anything back, and do not send products to a fulfillment partner without instructions.

If a refund is approved, we will issue it to your original payment method within 10 business days, unless applicable law requires an earlier refund or a different process. Your bank or card provider may take additional time to post it. If more than 15 business days have passed since approval, contact theherongrpllc@gmail.com.

Missing or delayed deliveries

If the estimated delivery date has passed and your order has not arrived, contact us promptly with your order number. We will investigate with the carrier and the partner fulfilling your order, explain the outcome and arrange any replacement or refund due. The delivered-item reporting period above does not apply to an item you have not received.

Consumer rights and earlier orders

This policy does not limit any rights or remedies required by applicable law. A product being printed after an order is placed does not, by itself, remove mandatory consumer rights.

Where an EU withdrawal right applies, notify us within 14 days of delivery to exercise it without giving a reason. We will provide return instructions. You pay the direct cost of returning a non-defective item unless we agreed to pay or applicable law requires us to do so. We cover any required return costs for defective items. Statutory refund deadlines and remedies apply independently of our approval process, and statutory rights for faulty goods remain available.

Your order retains the terms in effect when you placed it. Changes to this policy do not reduce the rights attached to an earlier order, including the previous 30-day general return policy where it applied.