Returns Policy.
Last Updated: May 2026
At On The Rocks Designs (OTR), we hope you love your order. If something is not right, please contact us and we will do our best to help.
Returns Eligibility
Standard (Non-Custom) Items
You may request a return within 14 days of receiving your order.
Returned items must be:
Unused
In original condition
Returned in suitable packaging
Customers are responsible for return postage costs unless an item is faulty or incorrect.
Faulty or Damaged Items
If your order arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery at o.t.r.designs@outlook.com.
Please include:
Your order number
A description of the issue
Photographs where possible
We will arrange a replacement, refund, or alternative resolution.
Personalised or Custom Orders
Due to the nature of bespoke products, personalised, customised, or made-to-order items are non-returnable and non-refundable, unless faulty or damaged.
Refunds
Approved refunds will be processed to the original payment method within 14 days of receiving returned goods.
Shipping charges are non-refundable unless the return is due to our error.
Contact Us
For return requests, email: