Refund Policy

Refund Policy for Otive Store


Effective Date: March 01, 2025


At Otive Store, we want you to be thrilled with your purchase! If something isn’t quite right, we’re here to help with our hassle-free return, refund, and exchange process—no sneaky fees involved. Please read our policy below to understand how it works.


Return Window


  • You may return or exchange eligible items within 30 days of delivery for a full refund, exchange, or store credit.

  • Returns or exchanges must be initiated by contacting us within this 30-day period.

Eligible Items & Conditions


  • Items must be unused, in their original condition, and include all original packaging, tags, and accessories.

  • Final sale items (marked as such at checkout) and personalized/customized products are not eligible for return or exchange unless defective or damaged.

Refund & Exchange Process


  • We offer refunds to your original payment method, exchanges for another item, or store credit, at your choice—no restocking fees apply.

  • Once we receive and inspect your return, we’ll process your refund or exchange within 5-10 business days. You’ll receive an email confirmation when it’s complete.

  • Original shipping costs are non-refundable unless the return is due to our error (e.g., wrong item shipped) or a defective product.

How to Return or Exchange an Item


  1. Contact us at javetbatista@gmail.com or through our contact page to request a return or exchange authorization.

  1. Package your item securely, including all original materials.

  1. Ship it back to us using the prepaid return label we provide (see Shipping Costs below).

  1. We’ll notify you once your return is received and your refund or exchange is processed.

Shipping Costs


  • We provide free return shipping for defective items or orders shipped incorrectly by us.

  • For all other returns or exchanges (e.g., change of mind), customers are responsible for return shipping costs. We recommend using a trackable shipping service.

Damaged or Defective Items


  • If your item arrives damaged or defective, please contact us within 7 days of delivery with photos of the issue. We’ll provide a prepaid return label and offer a full refund, exchange, or replacement, your choice—no restocking fees.

Lost or Stolen Packages


  • If your order is lost in transit or stolen after delivery confirmation, please contact us immediately. We’ll work with you and the carrier to resolve it, but refunds/replacements are subject to investigation and not guaranteed.

Questions?


Have any concerns? Reach out to us at javetbatista@gmail.com or call 347-849-9344. We’re here to make things right!