Last updated: October 22, 2026

OTUNNELS pieces are made by hand, including custom orders made to each buyer’s request. This policy explains what happens if something goes wrong with your order, and how cancellations and returns work.

Change of mind and wrong size

We do not accept returns of items in perfect condition because you changed your mind, chose the wrong size, or no longer want the purchase — except where the law of your country gives you a right to return them (see EU and UK customers below). Please check the size note on each product page before ordering.

Defective, damaged or wrong items

If your order arrives with a manufacturing defect, damaged in transit, or does not match what you ordered, we will review your request and offer a replacement, a repair or a refund, in line with applicable law.

If a parcel is officially confirmed as lost by the carrier, we will re-ship your order or refund it.

The warranty does not cover damage caused by dropping, impacts, misuse, not following the care recommendations, or normal wear — unless it results from an original defect of the item.

How to report a problem

Please check your order as soon as you receive it. If you find a visible defect, damage or a mismatch with your order, we recommend contacting us within 7 calendar days of delivery at o.tunnels.one@gmail.com with:

• your order number;
• a description of the problem;
• photos of the item.

Requests received after 7 days are reviewed too. This period does not limit your statutory rights regarding defective goods.

Cancelling an order

You can cancel your order for a full refund within 3 calendar days of placing it, even if production has already started. Email us with your order number.

After that, an order can be cancelled only by agreement with OTUNNELS or where applicable law provides for it. Refunds are made to the original payment method unless we agree otherwise with you. These terms do not limit consumers’ mandatory right to withdraw from a distance purchase.

EU and UK customers

If you are a consumer in the European Union or the United Kingdom, you have a statutory right to withdraw from a distance purchase of a standard item within 14 calendar days of receiving it, without giving a reason, unless a legal exception applies to the item.

After telling us that you are withdrawing, you must send the item back within the next 14 days. If you withdraw voluntarily, you pay the return shipping. We refund the amount you paid, including the cost of standard initial shipping, within the time limits set by law. We may wait until we receive the returned item or proof that you have sent it.

The right to withdraw without a reason does not apply to items made to a genuinely individual design or to your personal specifications, where the law provides for this exception. Further legal exceptions may apply to sealed goods that are not suitable for return for hygiene reasons once the packaging has been opened.

If an item is defective or does not match your order, all your mandatory rights remain in place.

The return address is agreed individually: please contact us for instructions before sending anything back.

Refunds

Approved refunds go back to the original payment method (card or Klarna). Depending on your bank, it can take 5–10 business days to appear on your statement.