Refund policy

Cancelling a pre-order

Everything on this site is currently sold as a pre-order, shipping within 120 days of your order date. Your own ship-by date is printed on your order and your confirmation email.

You can cancel a pre-order at any time before it ships, for any reason, and get a full refund of everything you paid including any shipping charge. There is no fee and you do not need to give a reason. Email sales@ottomara.com with your order number and we will refund your original payment method within 7 business days.

If we are going to miss your ship-by date, we will email you before it passes with a new date, and you can accept it or cancel for a full refund. If the new date is more than 30 days later than the date we originally gave you, we cancel and refund you automatically unless you tell us you want to wait. Full detail on our Pre-Order Terms page, which takes precedence over anything to the contrary in our Terms of Service.

Everything below applies once your order has been delivered.

Returns

You have 14 days from the day your order is delivered to request a return.

To be eligible, the item must be unused, in the condition you received it, and packed in its original carton with the carrying bag included. Please keep the carton until you are sure you are keeping the furniture - these items ship flat in a purpose-made box and are difficult to return safely without it.

How to start a return

Email sales@ottomara.com with your order number and tell us which item you would like to return. We will reply with return instructions and an address. Items sent back without contacting us first cannot be accepted.

Return shipping

If your item arrived faulty, damaged, or is not what you ordered, we cover return shipping and send a replacement or a full refund - your choice.

For change-of-mind returns after delivery, return shipping is your responsibility. Original outbound shipping charges are not refunded. (This does not apply to pre-order cancellations before shipping, which are refunded in full.)

Damaged in transit

Please inspect your order on arrival. If anything is damaged, email sales@ottomara.com within 14 days of delivery with photographs of the damage and the carton, and we will replace or refund the item at no cost to you.

Refunds

Once we receive and inspect your return, we will notify you and issue the refund to your original payment method within 10 business days. Depending on your bank or card issuer, it can take additional time for the refund to appear on your statement.

Two-year warranty

Separately from returns, every lounger and chair carries a two-year warranty from the date of delivery against manufacturing defects in the frame, the welded sling seams, and the polyamide connectors.

The warranty does not cover normal wear, colour fading of the sling from prolonged sun exposure, damage from misuse or from exceeding the stated load rating, or damage caused by solvents, bleach, or pressure washing.

To make a warranty claim, email sales@ottomara.com with your order number and photographs of the issue.

Questions

Email sales@ottomara.com. A person reads it.