Return & Refund Policy

Thank you for shopping at OTE. We are committed to ensuring your complete satisfaction with every purchase. Please read our return and refund policy carefully.

1. 15-Day Return Window

You have 15 days from the date you receive your item to request a return. Return requests submitted after this period will not be eligible for a refund.

2. Return Conditions (Personal Use Items)

To ensure health and safety standards for all our customers, we maintain strict return conditions for our personal use drinkware:

• Unused Condition: Items must be in their original, pristine condition with all tags attached and no signs of use.
• Original Packaging: For a full refund, items should be returned with all original packaging materials whenever possible.
• Complete Set: All parts, lids, seals, and accessories must be included.

3. Return Shipping & Original Shipping Refund

Note on Original Shipping Charges: If your return is due to our error (defective, damaged, or wrong item), we will refund the full order amount, including all original shipping charges. For returns due to customer preference, the original shipping cost is non-refundable, as this service has already been completed by the carrier.

4. How to Start Your Return

1. Submit Request: Email us at support@otehome.com with your order number and clear photos of the item and its packaging.
2. Get Authorization: Our team will review your request within 1-2 business days and provide an Authorized Return Address and instructions.
3. Ship Your Return: Ship the item via a trackable, door-to-door service. Email the tracking number to us immediately after shipping.
4. Refund Processing: After we receive and inspect your return (within 3-7 business days), approved refunds will be issued to your original payment method.

*For non-quality returns (change of mind, wrong style), customers must arrange and pay for trackable, door-to-door return shipping.

5. Customer Responsibilities

To ensure a smooth return process:

• Use Authorized Address: Please use the authorized return address provided by our support team. Returns sent to other addresses (including the original shipping address) may experience delays or get lost, which will hinder our ability to process your refund promptly.
• Safe Delivery: You are responsible for the return package until it reaches our warehouse. We recommend purchasing shipping insurance for high-value items.
• Tracking Required: Always use a trackable shipping service and email us the tracking number immediately.

6. Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon receipt. If the item is defective, damaged during shipping, or not as described, contact us immediately at support@otehome.com with photos/video of the issue.

Our team will assess the situation and provide a prepaid return label if applicable. Refunds or replacements will be processed promptly upon receipt and verification of the issue.