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Delivery & Return


Long delivery times:

Sometimes it can happen that deliveries take longer to reach their destination. This is due to 

A customer is not eligible to a claim/refund due to long delivery times since the problems are related to national postal services, which we have no control over.

If the parcel is taking longer than expected, please contact us and we will open an investigation report with Deutsche post, where it takes up to 14 days to receive an answer regarding your shipment (it has to be in transit for at least 31 days before we can do an investigation).

When we receive an answer we either give a full refund if the parcel is confirmed lost or contact you regarding the status of your shipment (if found when delivery is scheduled).


Each case is one of a kind. If, for any reason, you are not satisfied with what we made for you, we will do everything we can to make it right. Depending on the product, the reason for your dissatisfaction, and the amount of time that has passed since you received your purchase, we will help figure the best course of action for a replacement, exchange or refund. Refunds are available within 30 days of receiving your order. If a refund is given, it will be for the full price you paid for the item, unfortunately, we cannot refund the return shipping fee back to us unless your product arrived damaged or was produced incorrectly. Misuse, damage from accidents and daily wear do not constitute as a reason for warranty.

To start a refund send an email to info( at ) with your Order Id and a description of why you want to return the product and whether you desire a replacement, exchange or a refund. We will respond within 1-2 business days After a return is initialized we will send you a link with the return form so you can fill it and send it to us over email. Once we receive your return we will process your replacement, exchange or refund. In cases of manufacturing errors, we may simply ask you to provide us with photographic proof of the defect to evaluate, so that we can get your replacement shipped out right away if approved; taking care of returning the defective item once you have the replacement. Refund requests that are not due to shipping damage or a manufacturing error will need to be returned to the customer’s expense for evaluation.


*Please be aware that we only pay out up to 4,00€ for the return label as per our policy over PayPal only! Any difference in the sum of your return label cost will not be covered by us.



When we refund an order, we credit your original payment method as quickly as possible, typically the day we receive your return. It can sometimes take up to 5 business days for the credit to appear on your statement although it usually appears in just a day or two. This waiting period is based on your individual banking institution’s process and policies.

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange, but contact us anyway to find a possible solution. Our first priority is the satisfaction of our customers so we will always strive to solve it transparently and as fast as possible.

Organika scent:
All goods are subject to quality checks before sent out. The scent of the material is subject to outside factors and use, therefore intensity period cannot be exactly defined. The structure of the material is prone to wear and tear, which cannot be changed to ensure the qualities. The look and feel of the material can be maintained by careful every day use and not subjecting the case to extreme conditions and wear. From our experience, the scent can last from months or up to a year.

Wood differentiations:
Wood grain, color and structure can be different from piece to piece making it unique for each case. We cannot guarantee each case to be the same as on our pictures or other media.

Refund/exchange address:
To return your product, mail it to the following address:
Milan Bachofner, Mattenstrasse 3, 3175 Flamatt, Schweiz (CH).

Undelivered or Unclaimed shipments:
OTR-OnTouR by Milan Bachofner cannot be held responsible for unclaimed packages or other reasons of undeliverability (wrong address details etc.). Undelivered parcels are returned back to us in time (weeks usually). A customer is not eligable to a claim/refund due to undeliverability since the problems are related to wrong given address information or national postal services, which we have no control over. A redelivery is possible after payment via PayPal to of the following shipping charges for resending the parcel:

- 6,5 € for worldwide shipping
- 4,8 € for worldwide if the parcel is intended for an OTR-OnTouR by Milan Bachofner ambassador
- 4,5 € for Germany/Austria shipping (including ambassador program)
* Please state your order number under notes

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