Exchanges, Returns & Refund Policy
Return and exchange policies are subject to the manufacturer of each product sold on Otoepia website.
Please check out the disclaimer under each product description.
Exchanges
A) You can Return the item(s) within 15 days of your product’s shipping date and ask for a refund only if the below conditions are met:
- If you receive damaged or defective item(s); you may return it for replacement or refund within 15 days from the date of shipment. If part of a product is defective, please return the whole product in its original packaging. If you choose to return a defective unit for a refund, the shipping and handling charges are non-refundable.
- If a wrong order or item is received, you are to contact us with the order # and explain the issue. Once we investigate the order #, we will then credit the product or issue a call tag to have the order returned. We will reship the correct items.
- All returns must have a return authorization number. Unauthorized returns will not be accepted
Warranty is voided if serial tags, receiving numbers, product stickers, or manufacturer seals have been removed, altered or tampered with. Warranty is voided due to mishandling, improper use, or defacing of the product.
Any further costs incurred during the return process will be at the customer’s expense.
B) Our return policy is 15 days from date of shipment however an RMA is REQUIRED, or the return will not be processed. Shipping and Handling Charges are NOT refundable. All non-damaged items that are returned will be subject to a restocking fee of 20%.
All returned Product(s) must be undamaged, in their original packaging and be able to be re-sold. Any return Product that arrives used, opened or in poor condition will not be entitled to a refund.
C) Due to Covid19 or the nature of the product, we cannot accept any returns, This item is Non-Refundable and Non-exchangeable.
D) Refunds are being issued in the following cases without a need to return the item:
- The incorrect item was received in terms of color, size, or model (evidence is needed).
- The item is used, defective or in extremely poor quality (evidence is needed).
- The estimated delivery time of the order has expired.
- The shipment went missing.
E) We will replace defective products at their discretion when customer provides pictures or video of defective products. Please email pictures to: info@otoepia.com
F) If for any reason you are not happy with your purchase, you may return the item(s) within 7 days of receiving the order. Please note that monogrammed, personalized, special-order items and items damaged through normal wear and tear are not eligible for return. Please note: If you need to return an item, any costs incurred in returning the item will be borne by the buyer.
Returns
How do I return my order?
Both U.S. and International customers may initiate a return via https://otoepia.com/a/returns
Exchange & Return FAQ:
Do I have to pay for the shipping of my return/exchange?
If you are returning your order, you will be responsible for your own return shipping costs. The shipping label amount will be deducted from your total refund. If you are using your own shipping label, we recommend that you send your package with tracking included as we cannot take responsibility for lost returns.
If you are exchanging your order, we provide a complimentary return shipping label for all U.S. customers. You will not be required to pay the cost of it!
When will I receive my refund?
A full refund will be provided to the original method of payment after we have received, inspected and confirmed that the product/s were not opened. Note: Most financial institutions will take an average of 3-5 business days to process the refund, however, it could take longer. Please allow up to 7 business days for your financial institution to reflect the refund on your statement prior to contacting us. For more information, we recommend contacting your credit card provider.
When will I receive my exchange?
Your new order will be released for processing as soon as our warehouse has received and inspected your return. All orders will take an additional 1-2 business days to process and ship from our warehouse, regardless of the shipping method.
Note: If you are exchanging for a lower value item, we will issue a partial refund back to your original method of payment. Please allow up to 7 business days for this credit to appear on your bank statement. If you are exchanging for a higher value item, we will email you a custom invoice to pay for the difference in price. As soon as this has been paid, your new order will be released for processing.
Will I be refunded my express shipping cost?
No. Express shipping costs are non-refundable.
How may I contact you?
You may contact us by email at info@otoepia.com.
