Returns Policy

Last updated: 13/07/2026

This policy applies to www.oti.co.uk, operated by Leeds Plywood & Doors Limited, trading as Oti (“we”, “us”, “our”). It explains your legal cancellation rights for online purchases, our additional goodwill returns policy, and what to do if goods are faulty, damaged, incorrect or misdescribed. It should be read alongside our Terms and Conditions and our Complaints Policy.

Nothing in this policy affects your statutory rights, including those under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Our Additional 30-Day Goodwill Returns Policy

In addition to your legal rights, we offer a 30-day goodwill return period. This means you may ask to return eligible goods within 30 days after receiving them.

To qualify for a goodwill return, the goods should be unused, in a resaleable condition, with any tags, labels, accessories, instructions and original packaging where reasonably possible.
For flat-pack or self-assembly furniture, goods should be returned unassembled, in their original packaging, to qualify as unused and resaleable under this goodwill policy. Assembled items may not be eligible for a full refund under this policy — see section 6 below.

This goodwill return policy does not limit your separate legal rights if goods are faulty, damaged, incorrect or misdescribed.

2. Your Legal Right to Cancel an Online Order

For most goods bought online, you have a legal right to cancel your order without giving a reason.

The cancellation period normally ends 14 days after the day on which you, or someone you nominate, receives the goods. If your order is delivered in separate instalments, the cancellation period normally ends 14 days after the day you receive the last item or instalment.

You then have another 14 days from telling us that you wish to cancel to send the goods back to us.

You may cancel by starting a return online through your account, or by contacting us at customerservice@oti.co.uk with your order number. You do not have to use any particular form or wording, but your cancellation must be clear.

3. Goods That May Not Be Cancellable for Change of Mind

The legal right to cancel does not apply to every type of product. Where permitted by law, it may not apply to:

• personalised, bespoke or made-to-order goods

• goods that are liable to deteriorate or expire rapidly

• sealed goods that are not suitable for return for health protection or hygiene reasons if they have been unsealed after delivery

• sealed audio, video or computer software once unsealed

• digital content once supply has started, if you gave the required consent and acknowledgement before the supply began

If an exclusion applies to a product, we will apply it only where legally permitted. Your statutory rights still apply if goods are faulty, damaged, incorrect or misdescribed.

4. How to Start a Return

The quickest way to start a return is online through your account. Simply select the order and item you want to return and follow the steps provided.

If you are unable to start a return online, you can instead contact us at customerservice@oti.co.uk with your order number, name, address, the item you want to return and the reason for return.

Once your return is confirmed, goods should be sent to: Oti, Midland Road, Hunslet, Leeds, LS10 2RJ, unless we advise otherwise.

Please do not send goods back before starting a return online or contacting us. This helps us identify your return and process it correctly. However, failure to use our preferred returns process does not remove any statutory rights you have.

5. Return Costs

For change-of-mind returns, you are responsible for the cost of returning the goods unless we have expressly offered free returns or the law requires us to pay the return cost.

If we provide a prepaid return label for a change-of-mind return, we may deduct the return label cost from your refund if this has been made clear to you before you use the label.

If goods are faulty, damaged on arrival, incorrect or misdescribed, we will pay the reasonable cost of returning them or provide an appropriate return method.

6. Condition of Returned Goods, Including Flat-Pack and Self-Assembly Items

You may handle goods to the extent reasonably necessary to inspect them, as you would be able to do in a shop.

You are responsible for any reduction in the value of the goods caused by handling beyond what is necessary to inspect them. If this happens, we may make a reasonable deduction from your refund, except where the law does not allow us to do so.

Assembling flat-pack or self-assembly furniture goes beyond what is necessary to inspect the item, in the same way that trying it on does not extend to using it. If you assemble an item and then change your mind, we may make a deduction from your refund to reflect the reduction in value — this can be significant where the item can no longer be resold as new.

This deduction does not apply if you assembled the item and discovered it was faulty, damaged, incorrect or misdescribed. Assembly is often the only practical way to identify such an issue, and you will not be penalised for this — see section 8 below.

Please package goods carefully for return. You are responsible for the goods until they are returned to us, unless we arranged collection or the goods are faulty, damaged, incorrect or misdescribed.

7. Refunds for Cancelled or Returned Goods

Where you exercise your legal right to cancel, we will refund the price paid for the goods and the standard delivery cost for sending the goods to you. We do not have to refund extra delivery costs if you chose a more expensive delivery option than our standard delivery option.

We will make the refund without undue delay and no later than 14 days after the day we receive the goods back, or 14 days after you provide evidence that you have sent the goods back, whichever is earlier.

We may withhold the refund until we have received the goods back or you have supplied evidence of return.

Refunds will be made using the same payment method you used for the original transaction, unless we agree otherwise. You will not be charged a fee for the refund.

Your bank, card provider or payment provider may take additional time to show the refund in your account after we have processed it.

8. Faulty, Damaged, Incorrect or Misdescribed Goods

Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose.

If goods are faulty, damaged on arrival, incorrect or misdescribed, please contact us as soon as reasonably possible at customerservice@oti.co.uk with your order number and details of the issue. Photographs may help us resolve the matter more quickly.

If you assembled a flat-pack or self-assembly item and this is how you discovered the fault, that does not affect your rights under this section or reduce any refund, repair or replacement you are entitled to.

If goods do not meet the legal standards, you may be entitled to a refund, repair, replacement, price reduction or other remedy depending on the circumstances and timing.

A request to inspect goods or provide photographs does not remove your statutory rights.

9. Sale Items, Discounted Items and Gift Cards

Sale and discounted items are covered by the same statutory rights as full-price items.

You may cancel most sale or discounted goods bought online within the statutory cancellation period unless a legal exception applies.

Gift cards, vouchers and digital codes may be subject to separate terms. Any restriction will apply only where legally permitted and will not affect statutory rights where applicable.

10. Exchanges

We do not guarantee exchanges. If you would like a different product, size or colour, the quickest option is usually to return the original item and place a new order.

If we agree to an exchange, this will not affect your statutory rights.

11. Contact Us

For returns, refunds, damaged goods or cancellation queries, contact us at customerservice@Oti.co.uk.

Returns address: Oti, Midland Road, Hunslet, Leeds, LS10 2RJ