Delivery And Returns

Company identification:

Innovaciones Disras SL. Owner of Otostick®, henceforth ‘The Company’, is based in Polígono Industrial San Isidro, C/ Pedregales 66 – 06400 Don Benito, Badajoz, Spain. Listed in the Business Registry with TIN No. B06529119; our contact telephone number is: +34 924 85 37 54; and e-mail:

Any purchases made on are subject to the General Conditions and Law 7/1998, dated 13 April, on General Terms and Conditions. These purchases are regulated by Law 31/2002, dated 11 July, on Information Society Services and Electronic Commerce.

Legal capacity:

The Customer states they have the capacity to conclude the present contract, whose General Conditions are presented below, i.e. the physical person must be an adult and neither under guardianship nor legal supervision.

The Customer is understood to have accepted the General Conditions by making any order through the website, by telephone or by e-mail.

A minor may use our services with the consent of their parents, tutors or legal representatives. The parents, tutors or legal representatives are responsible for a minor accessing any of the services.

Choosing products:

By placing an order, the customer is fully and unreservedly accepting the prices, description of the products for sale and the General Sales Conditions, in addition to any further conditions specified within the order. The Company will inform the customer without delay of the unavailability of any product ordered.

The Customer bears full responsibility for choosing the product and its adaptation to their needs. The Company is not liable for this matter. Should the Customer require further or complementary information about product characteristics or use, then this can be requested from the Company. Having already been informed about the products sold by the Company and having verified and being satisfied by the requirements determined by this latter, the Customer is then responsible for the order. At no point is the Company liable for direct or indirect damage of any kind that may arise from misuse or not being able to use the product sold.

Price, payment and billing:

  • The Company is Spanish and as such trades under Spanish legislation, which is applicable to all our shipments.
  • The prices given on the product lists are in Euros and include VAT.
  • The total cost, including fees and delivery costs, are given in the purchase summary.
  • We must inform you that we are not liable for fees or customs duties that some countries apply to foreign shipments.
  • The Company reserves the right to modify its prices at any time and is committed to applying the current rate at the time of the Customer’s order.

Order tracking:

When your order has been confirmed (product availability and payment received), you will receive a confirmation e-mail; we will also provide information by e-mail or a link to the transport company to track the progress of your order at all times.

Cancellation or modification:

The order may be cancelled, changed or modified free of charge if the order is still ‘Pending’ and in the 12 hours following order placement.

Innovaciones Disras reserves the right to cancel delivery of any order when:

  • The delivery address lies outside our coverage area.
  • The delivery address has been altered or is untraceable due to natural disasters such as floods, earthquakes, etc. or cadastral reasons. The procedure in this case is to contact us to provide a new temporary address.
  • There have been various attempts to find the customer and delivery has proven impossible. In this case, all product costs are returned upon the parcel returning to our pharmacy.
  • The quantity requested surpasses the maximum dimensions and volume for the transport company to handle comfortably.

Product not in stock:

Should an item be out of stock or momentarily unavailable, the Company will contact the Customer immediately and provide a new delivery schedule or, should it prove impossible to provide said product, cancel it.


Returns are only accepted in the case of breakage, faulty goods or some kind of defect or mistake in the order made by

The Customer needs to check the status of the packaging and that the delivery is correct according to the order placed. As a consequence of the above, , a maximum period of 7 days is available for returns from the date of receipt of the order. In this case, delivery costs are met by the Customer.

Prior to this, the Customer must first contact our customer services department within the period given by e-mail with ‘Incident + order no.’ as the subject or by telephone (+34 924 85 37 54) and we will let them know how to proceed with the returns process. No repayment will be made without prior communication between the Customer and us and accepted by Innovaciones Disras S.L.

For the returned goods to be admitted, the product and its packaging must be in perfect conditions and include all accessories and original documents. The returned article must be properly packaged when sent.


The Company will not repay the cost or resend the goods until the state of the product, packaging and accessories involved in the returns or exchange process has been checked upon receipt.

The price to be returned is that on the order and this amount will be returned via the same payment method as used by the Customer (see refund method table).

Reimbursement due to breakage, defective goods or deficiency: Once the reimbursement is accepted, the client will send the product to our facilities. After receiving and checking the state of our products, we will refund the amount corresponding to the price paid at purchase. In the event of exchanges, the product is always replaced with an identical article (or reference). Only the first delivery will be invoiced; the Company will meet the costs corresponding to the new delivery. Should you wish to receive a different article, the costs for the returns and new delivery will not be met by the Company.

Reimbursement due to an incorrect product: if your order contains the wrong item, Innovaciones Disras, SL, will correct the mistake immediately.  The correct product will be dispatched post haste so the courier service can collect and replace the incorrect product. The Company will meet all costs to collect the incorrect product and deliver the item corresponding to the order placed.

If you are not present at the delivery address given, the courier service will leave a note. Then, you can contact them to programme a new delivery date/time.

Should your parcel be returned to our store, we can send it back; the cost of this second delivery will be met by the Customer.

Reimbursement method:

Most reimbursements are effected using the same payment method used in making the order.

Payment method:

Payment method
Reimbursement method
Time before receipt of reimbursement
3 to 5 business days (may take longer depending on your bank)
Debit/Credit card
To the same card
3 to 5 business days (may take longer depending on your bank)
Transfer Transfer
3 to 5 business days (interbank transfers between different countries may take longer)
Pay Pal
Pay Pal

5 business days