Refund policy

Last Updated: May 10, 2026

Overview

We want you to feel confident and comfortable with your OTO purchase. If you are not completely satisfied with your order, you may return it within 30 days of delivery, subject to the conditions outlined below.

Eligibility for Returns

  • Returns are accepted within 30 days from the delivery date.
  • The product must be in like-new condition and returned in its original packaging.
  • Returned products must include all original accessories, parts, manuals, and packaging materials.
  • Custom-made, personalized, final sale, or clearance items are non-returnable unless they arrive damaged or defective.
  • Products that have been damaged due to misuse, neglect, improper assembly, unauthorized modification, or normal wear and tear are not eligible for return.

Order Cancellation

Orders are typically processed within 1–2 business days after the order is placed, excluding weekends and holidays.

If your order has not yet been shipped, you may contact us at support@otoergo.com to request a cancellation. If your cancellation request is approved before shipment, your order will be canceled and a full refund will be issued to your original payment method.

Once an order has been shipped, it cannot be canceled. You may still request a return after delivery in accordance with this Refund Policy.

Return Process

1. Request a Return

To start a return, please contact our Customer Support team at support@otoergo.com. Please include your order number, the reason for return, and photos or videos if the product has a quality issue.

Our team will review your request and provide return instructions. Returns sent back without prior authorization may not be accepted.

2. Pack the Product

Please securely pack the product in its original packaging, including all accessories, parts, manuals, and protective materials. This helps prevent damage during return shipping.

3. Ship the Product

  • For returns within 30 days without quality issues, the customer is responsible for return shipping costs unless otherwise stated by OTO.
  • For returns caused by verified product defects, damage during delivery, or quality issues, OTO will cover the return shipping costs.

Packaging Requirement

Returned items must be shipped back in their original packaging to ensure safe transportation and to qualify for a refund.

We strongly recommend keeping the original packaging until you are sure you will not be returning the product.

If the original packaging is no longer available, please contact us before shipping the product back. Additional packaging or replacement carton costs may apply.

Inspection

Once we receive your returned product, we will inspect it to confirm whether it meets our return conditions. The product must be returned in like-new condition with all original parts and accessories included.

Refunds

After your return is received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to your original payment method within 5–7 business days. Please note that your bank or payment provider may require additional time to process and post the refund.

  • Original shipping costs, if any, are non-refundable unless the return is due to a verified quality issue.
  • If the returned product is not in like-new condition, is damaged, or is missing parts, we reserve the right to deduct a restocking fee of up to 15% from the refund amount.
  • If the product is returned in a condition that prevents resale, the return may be rejected or only partially refunded.

Non-Returnable Items

The following items are not eligible for return:

  • Products damaged due to misuse, neglect, improper assembly, or unauthorized modification.
  • Products purchased through unauthorized resellers or third-party marketplaces not operated by OTO.
  • Items marked as final sale, clearance, or non-returnable.
  • Free gifts, promotional items, or accessories included as part of a promotion after delivery.
  • Custom-made or personalized products, unless defective or damaged upon arrival.

Exchanges

We do not offer direct exchanges at this time. If you would like a different product, please return the original item in accordance with this policy and place a new order on our website.

Free gifts or promotional items cannot be exchanged after delivery.

Damaged or Defective Items

If your item arrives damaged, defective, or with missing parts, please contact us at support@otoergo.com within a reasonable time after delivery. Please include your order number and clear photos or videos showing the issue.

Once verified, we will work with you to provide a suitable solution, which may include replacement parts, a replacement product, or a refund, depending on the situation.

Contact Us

For return or refund-related inquiries, please contact us at:

Email: support@otoergo.com