Times and Regions

OTZ LAB delivers your order the next business day after your purchase, provided it was placed before 17:00 (GMT+1), for deliveries within the Iberian Peninsula. Orders to the Balearic Islands will be delivered within 2 to 5 business days. All other destinations will be delivered within 7 business days. We are committed to delivering your order within no more than 30 days, or the full amount will be refunded.

Returns and conditions

We offer free online returns within 14 days of receiving your order. Items must be unused, in perfect condition, and include their original packaging and tags. Once your return has been received and verified, your refund will be processed using the same payment method as your original purchase.

If you have returned an item purchased in store, the refund will be issued to the same payment method used at the time of purchase. If a refund to the original payment method is not possible, our store staff will provide you with an alternative method.

When returning an online purchase, you will receive your refund through the same payment method used for the order. If you sent your return via a courier, we will process it within 72 hours of receiving it at our facilities. Once the return has been completed, you will receive a confirmation email.

Please note that once the return has been processed, you will receive the amount within a maximum of 14 days, depending on your bank. If you have not seen the credit in your account after 14 days, please use this confirmation and present it to your bank so they can help facilitate the process.

Returns on orders including the 40 ml format with 2 ml vial.

If you have purchased the 40 ml format and wish to return the product because it is not to your liking, the process is as follows:

1. Contact us via our contact form or customer service email, quoting your order number.
2. We will arrange the collection on your behalf.
3. Once the package has been received and its condition verified, we will issue the corresponding refund.

The refunded amount will correspond to the price of the 40 ml format minus the cost of the 2 ml format (€15) and the collection fee depending on your location. If the 40 ml bottle has not been opened and neither has the 2 ml one, the refund will be issued in full with no additional deductions.

General return timeframes and conditions are those set out in this same policy.