Ohtli

Refund Policy

Last updated: March 29, 2026

Ohtli is a marketplace that connects Sellers and Buyers of living organisms and genetic material. Because our products are living things, our refund policy accounts for the unique nature of these transactions.

All sales on Ohtli are between individual Sellers and Buyers. Ohtli facilitates the transaction but is not the seller of record.

1. Eligibility for Refunds

You may be eligible for a full or partial refund in the following situations:

  • Item Not Received: Your order was not delivered within the timeframe specified by the Seller, or tracking shows the item was lost in transit.
  • Item Not as Described: The organism or genetic material you received is materially different from the listing description — wrong species, wrong lineage, or significantly different from what was advertised.
  • Dead on Arrival: A living organism arrived dead or in a non-viable condition due to inadequate packaging or shipping by the Seller.
  • Order Cancelled by Seller: The Seller cancels your order before shipment.

2. Situations Not Eligible for Refunds

Refunds are generally not available for:

  • Buyer's Remorse: Change of mind after purchase.
  • Growing Results: Poor performance, failure to thrive, or unexpected growth outcomes after the organism was received in the described condition. Living organisms are inherently variable.
  • Environmental Factors: Loss due to weather, pests, disease, or other conditions outside the Seller's control after delivery.
  • Delayed Pickup: For local pickup orders, damage or loss that occurs because the Buyer did not pick up the item within the agreed timeframe.
  • Genetic Variation: Natural variation in offspring traits. Ohtli tracks lineage and provenance, not specific trait outcomes.

3. How to Request a Refund

To request a refund:

  1. Contact the Seller first. Most issues can be resolved directly. Use the messaging system on the Platform to reach out to the Seller within 7 days of receiving your order (or within 7 days of the expected delivery date for items not received).
  2. Provide documentation. Include photos of the item received, any packaging issues, and a clear description of the problem.
  3. Contact Ohtli if unresolved. If you and the Seller cannot reach a resolution within 7 days of your initial contact, you may escalate the issue to Ohtli by emailing help@ohtli.org with your order number and details.

4. Refund Timeframes

  • Refund requests: Must be submitted within 14 days of delivery (or expected delivery date for items not received).
  • Processing time: Once a refund is approved, allow 5–10 business days for the refund to appear on your original payment method.
  • Seller-issued refunds: Sellers may issue refunds directly at any time through their dashboard.

5. Ohtli's Role in Disputes

Ohtli encourages Sellers and Buyers to resolve disputes directly. When a dispute is escalated to Ohtli:

  • We will review the evidence provided by both parties.
  • We may issue a full refund, partial refund, or no refund based on our assessment.
  • Our determination is made on a case-by-case basis and is final.
  • Repeated disputes may result in account review for either party.

6. Shipping Costs

If a refund is issued due to a Seller error (wrong item, item not as described, inadequate packaging), the Seller is responsible for any shipping costs. For other refund situations, shipping costs are non-refundable unless otherwise determined by Ohtli during dispute resolution.

7. Contact Us

If you have questions about this Refund Policy, please contact us:

Email: help@ohtli.org