Refund policy

If you are unhappy with your purchase, as long as you contact us within 30 days from the receipt of the item, we will process your return/exchange request. Any request after 30 days will not be honored. Please make sure to contact us by email support@ottocast.com at first.

Return & Exchange Conditions

  • Due to the complexity of international transportation, please confirm the product information carefully before ordering. If it is not a product quality problem, we do not accept unreasonable returns and refund requests.
  • Items must be returned within 30 days after you receive them.
  • All items must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
  • When returning or exchanging items, customers must use a shipping method providing tracking information.

Non-returnable items:

  • On sale items are non-refundable.
  • Damage/Lost caused by customers is non-refundable.

General Return Process

Unclaimed or Refused Shipments

If a package is returned to us because it was unclaimed, refused, or undeliverable for reasons not caused by us, a logistics handling fee equal to 10% of the product value will be deducted from the refund.

Please note that the original shipping fee, return shipping cost (if any), and any applicable handling fees are non-refundable.

 

If you decide to return an item, we will deduct a $35 restocking fee from the amount you have paid if there was no seller's fault.

Any item that is returned more than 30 days after delivery will be eligible for a $35 restocking fee.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

  • Initiate a return: Please email us at support@ottosast.com with photos and/or videos of the items and let us know your order number. Our customer service staff will determine the eligibility for your return request within 3 business days.
  • Ship the item back: If your return is accepted, we’ll send you the return address, as well as instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature, because we will not be responsible for lost return/exchange.
  • Refund or exchange: when we receive your return/exchange, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.

Return Charge

  • If the return is due to our problems, shipping costs are borne by the seller. (such as: incorrect products, quality problems of products), we will provide a full refund for you; (Our return policy lasts 30 days starting from the delivery day.  Items returned more than 30 days after delivery will be eligible for a $35 restocking fee.)
  • If the return is due to the buyer’s problem (such as: don’t like/want the item, ordered a wrong product/size), the buyer should pay the freight.

Customs Duties and Taxes

For international orders, customs duties, import taxes, and other customs-related charges may apply depending on the destination country.

Unless otherwise stated, customers are responsible for any customs duties, import taxes, or customs clearance fees required by their local customs authorities.

For orders shipped to Europe, applicable customs duties and import-related charges will be covered by the seller.

Refunds

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 working days.
  • If you haven’t received the refund within 2-3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at support@ottoscast.com.

Please Note: we do not refund our original shipping cost.

Order Cancellations

Incorrect Shipping Information

Customers are responsible for providing a complete and accurate shipping address at checkout. We are not responsible for failed delivery, loss, or additional costs caused by an incorrect or incomplete shipping address provided by the customer.

If an order is returned to us due to an incorrect address, incomplete address, or other shipping information provided incorrectly by the customer, the customer will be responsible for any additional shipping costs, return handling fees, or reshipping charges.

  • We can cancel the order for you if you contact us within 24h of your purchase. If your payment finished and the parcel is not shipped out, you can cancel your order before your item’s delivery. And we will refund full of your money.
  • Orders can't be canceled once the parcel is shipped out.

Exchanges (if applicable):

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@ottoscast.com.

 

For smooth custom clearance for the UNIT Delivery, would you pay attention to the below details, please? 

  • You will be highly appreciated if you ship it via DHL, not via another express company.
  • The description of the good is expected to be  "video interface"
  • The invoice value is expected to be USD 20/PCS.
  • Remove all the famous brand names on the package.


Email: support@ottoscast.com