Return and refund policy

Last Updated: [2025/9/25]

We want you to be completely satisfied with your shopping experience at our store. If for any reason you are not happy with your purchase, we offer a clear and fair return and refund process.

1. Return Period

You may request a return within 7 days of receiving your order.

Items must be returned in their original condition and packaging, with no signs of wear, damage, or use.

2. Eligibility for Returns

Returned items must include all original tags, labels, and packaging.a

We do not offer “no-reason” returns (no 7-day unconditional returns). Once delivered, orders are non-refundable unless there is a major issue (e.g., item damaged in transit, wrong item, or significant defect).

If your item arrives damaged or defective, please contact us within 7 days of receipt with photos or an unboxing video for faster resolution.

3. Refunds

Once your return is received and inspected, we will notify you by email.

Refunds will be issued to your original payment method within 5–10 business days.

Shipping costs are non-refundable, except in cases where we shipped the wrong item or the item was damaged in transit.

4. Return Shipping Costs

If the return is due to our mistake (e.g., wrong or damaged item), we will provide a prepaid return label.

If the return is due to personal reasons (e.g., you changed your mind, ordered the wrong size/item), customers are responsible for return shipping costs.

5. Order Cancellation

Orders may be canceled before shipment.

Once an order has shipped, it must follow the return process described above.

6. How to Start a Return

We will confirm eligibility and provide return instructions (and a prepaid label if applicable).

Pack the items securely and send them back within 7 days of approval.

Once received, we will process your refund.

7. Damaged or Lost Packages

If your package arrives damaged, please request a damage report from your local post office and contact us immediately.

If your package is lost in transit, we will work with the carrier to resolve the issue.

8. Contact Us

If you have any questions about returns or refunds, please reach us at:

📧 Email: otavault.com@gmail.com