Returns & Cancellation Policy

• An order can be cancelled with a full refund within 24 hours of confirmation, provided production has not started.
• Once production or the site survey has begun, costs actually incurred on materials and labour are deducted from the refund.
• Cancellation requests are made through customer service on +966 0539339882 or at otak.sa2025@gmail.com.

Because most of our products are manufactured to each customer's own measurements and specification (custom-made), they cannot be returned or exchanged once production is complete, except where there is a proven manufacturing defect or the item does not match the agreed specification.

• You may refuse delivery or request an exchange where there is a visible manufacturing defect or the item does not match the approved measurements.
• Notify us within 3 days of delivery, attaching photographs that show the issue.
• Where a manufacturing defect is confirmed, we cover the cost of repair, exchange or return.

• Refunds are returned to the same payment method used for the purchase.
• Payments made by mada, Visa or Mastercard are refunded to the original card.
• Payments made through Tabby or Tamara are settled by that provider under its own terms.
• Installation charges are not refunded where installation has already been carried out.

• Contact customer service on +966 0539339882 or email otak.sa2025@gmail.com.
• Include the order number and date and the reason for the cancellation or return, with photographs where relevant.
• You will receive either an approval or a request for more information within two working days.
• Once approved, the refund is processed as described above.