Refunds & Returns Policy

Order cancellation

All orders can be canceled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be canceled.

Refunds

Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:

  • you do not receive them within the guaranteed time (45 business days not including 2-5 business days processing);
  • you receive the wrong item;
  • you do not want the product you have received (but you must return the item at your expense and the item must be unused).

Full refunds are not available under the following circumstances:
1. Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
2. Your order did not arrive due to exceptional circumstances outside the control of otacoolture.com (i.e. not cleared by customs, delayed by a natural disaster).
3. Other exceptional circumstances outside the control of otacoolture.com

You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it either by sending a message on contact us page.

Returns are not accepted unless contacted us via support@otacoolture.com or contact form first.