REFUNDS, RETURNS AND CANCELLATIONS POLICY

Last Updated: March 4, 2026

1. Introduction

This Refunds, Returns and Cancellations Policy governs the conditions applicable to purchases made through the website, digital platforms, and other official channels of OTIWAY SRL ("OTIWAY," "we," "our," or the "Company").

This Policy forms an integral part of our Terms and Conditions and should be read together with our other corporate policies.

By making a purchase from OTIWAY, the customer agrees to the conditions set forth herein.

2. Scope of the Policy

This Policy applies to:

• Purchases made by individual consumers.

• Purchases made by businesses and organizations.

• Domestic and international orders.

• Purchases made through our official channels.

This Policy does not apply to products purchased through independent distributors or resellers, unless expressly stated otherwise.

3. Order Cancellations

Customers may request the cancellation of an order before it has been processed or dispatched.

Once the order has been:

• Processed;

• Prepared for shipment; or

• Delivered to the carrier,

cancellation may no longer be possible.

OTIWAY reserves the right to approve or reject cancellation requests depending on the status of the order.

4. Products Eligible for Return

Products may be eligible for return if they:

• Arrive damaged during transportation.

• Have manufacturing defects.

• Do not correspond to the product ordered.

• Were shipped in error by OTIWAY.

The return request must be submitted within seven (7) calendar days following receipt of the product.

5. Conditions for Accepting a Return

For a return to be considered, the customer must:

• Notify OTIWAY within the established period.

• Provide reasonable evidence of the issue.

• Keep the product in appropriate condition.

• Retain the original packaging whenever possible.

• Provide photographs or other documentation required for evaluation.

OTIWAY may request additional information before approving a return.

6. Products Not Eligible for Return

Unless otherwise required by applicable law, returns will not be accepted for:

• Used products.

• Products altered by the customer.

• Products damaged due to misuse.

• Products purchased through special promotions designated as final sale.

• Products whose nature reasonably prevents their return due to hygiene, safety, or preservation reasons.

7. Refunds

Once a return has been approved, OTIWAY may:

• Issue a full refund.

• Issue a partial refund.

• Replace the product.

• Offer store credit for future purchases.

The applicable remedy will depend on:

• The nature of the issue.

• The condition of the product.

• Applicable law.

• The specific circumstances of the case.

8. Refund Method

When a monetary refund is applicable:

• It will be processed using the same payment method used for the purchase whenever possible.

• Alternatively, another method may be used if agreed upon by both parties.

Processing times may vary depending on:

• The financial institution.

• The payment service provider.

• The customer's location.

• Internal verification procedures.

Once OTIWAY issues the refund, the time required for funds to be credited is subject to third-party payment processors.

9. Return Shipping Costs

When the return results from:

• An error by OTIWAY;

• A defective product; or

• An incorrect product shipment;

OTIWAY may assume reasonable return shipping costs where applicable.

In all other cases, return shipping costs may be the responsibility of the customer.

10. Lost or Undelivered Orders

If an order has not been delivered within a reasonable period, the customer should contact OTIWAY to initiate an investigation with the logistics provider.

Each case will be evaluated individually.

The issuance of refunds for lost packages will depend on:

• The results of the investigation.

• Available tracking information.

• The carrier’s policies.

• Applicable law.

11. International Shipments

International orders may be subject to:

• Customs inspections.

• Import taxes.

• Duties.

• Government fees.

These charges are generally the responsibility of the customer unless expressly stated otherwise.

OTIWAY will not refund taxes, duties, or charges imposed by government authorities or customs agencies beyond its control.

12. Fraud and Abuse

OTIWAY reserves the right to reject refund or return requests where there is reasonable evidence of:

• Fraud.

• Abuse of commercial policies.

• False information.

• Improper product manipulation.

• Misuse of payment systems.

OTIWAY may also suspend accounts or restrict future purchases when necessary to protect the security of the Company and its customers.

13. Limitation of Liability

To the fullest extent permitted by law, OTIWAY's liability in connection with any return or refund shall be limited to the amount actually paid by the customer for the product or service that is the subject of the claim.

Nothing in this Policy shall limit any non-waivable rights granted under applicable law.

14. International Users

OTIWAY operates from the Dominican Republic but sells products to customers located in various jurisdictions.

Refund and return rights may vary according to the mandatory laws applicable in the customer's place of residence.

Where consumer protection laws grant additional rights, such rights shall prevail to the extent required by law.

15. Changes to This Policy

OTIWAY may update this Refunds, Returns and Cancellations Policy at any time to reflect legal, operational, or commercial changes.

Any modifications shall become effective once published through our official channels.

16. Governing Law

This Policy shall be governed by and interpreted in accordance with the laws of the Dominican Republic, including applicable consumer protection regulations.

Nothing in this Policy shall limit mandatory rights granted by consumer protection laws applicable in other jurisdictions.