Refund policy

Return Policy

At Otter Play, we want you and your family to feel complete confidence in the comfortable fit, buoyancy balance, and durability of our aquatic play gear. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Because swimwear, flotation vests, and swim goggles are intimate water-contact items susceptible to chlorine/saltwater exposure, sunscreen stains, and inner anti-fog lens wiping damage during trial use, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Aquatic Hygiene Conditions

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following hygienic and structural criteria:

  • The swim vest, goggles, dive toy set, or hooded poncho must be completely unworn in pools or oceans, unwashed, unsoiled, and in its original, brand-new condition.
  • STRICT SWIMWEAR & ANTI-FOG LENS HYGIENE NOTICE: In compliance with Australian public health and personal swimwear hygiene regulations, swim vests and hooded towels may only be tried on indoors over clean, dry undergarments with hygiene liners intact. We strictly cannot accept items that have been submerged in chlorinated pools, lakes, or ocean water, nor items exposed to sunscreen, zinc cream, or sand (chlorine and beach sand embed permanently into neoprene seams and zippers).
  • GOGGLES ANTI-FOG FILM RESTRICTION: Swim goggles where protective lens films have been peeled off or inner lens surfaces have been touched with fingers CANNOT be returned for change of mind (touching or wiping the delicate hydrophilic inner lens coating permanently destroys factory anti-fog treatment).
  • Neoprene fabrics and silicone gaskets must be 100% free of pet hair, perfume/sunscreen odors, water spots, or fingernail snags.
  • All original packaging—including rigid goggle cases, hygiene crotch-strap liners, attached swing tags, and mandatory water-safety instruction booklets—must remain 100% complete and undamaged inside the return parcel.
  • Swim school bulk orders or items sold as clearance are strictly ineligible for change-of-mind returns.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Because goggle cases and foam swim vests must be protected from crushing in transit, we recommend using a trackable shipping service and purchasing parcel transit insurance, as Otter Play cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@otterplay.shop within 30 days of delivery. Please include your order number, product model/size, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized repacking instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a swim vest weight size, goggle color, or delivery address), contact us immediately at support@otterplay.shop.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our aquatic quality control inspectors will examine each item under bright lighting (verifying intact hygiene liners, unpeeled goggle lens films, absence of chlorine odor or sunscreen stains, undamaged buckles, and complete retail packaging). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@otterplay.shop for further assistance.