Refund policy

Returns & Exchanges

If for any reason you are not completely satisfied with your otgo.store purchase, please email our customer service at customercare@otgo.store to obtain a Return Authorization Number.

If you need to exchange a product for the same item, send an email to customercare@otgo.store and we will provide an exchange authorization and mailing information.

Our warehouse does not accept returns or handle exchanges. We cannot insure that we will be able to properly locate and handle your return or exchange without the exchange authorization and the correct return address.

Defective, damaged or incorrect items:

  • Contact us at customercare@otgo.store to speak to a Customer Care department and receive your return authorization (if eligible). 
  • If you received a damaged or defective item from us, or the wrong item was shipped to you, you will not be responsible for return shipping charges, and we will not charge any restocking or other fee in connection with the return. In addition, you will receive a full refund for the item, as described in our Refund Procedures. 
  • To obtain a refund, the item must be returned to us, unopened (unless the item was received by you in a defective or damaged condition) and in its original packaging, with all accessories, within 30 days of the date upon which we provided the item to the carrier for shipment to you. You must also follow the Return Procedures specified below. 
  • We cannot accept items back that have been opened or used unless the item was received by you in a damaged or defective condition. 
  • Damaged or defective items returned without their original packaging will not receive a refund. 

Other Returns:

  • Contact us at customercare@otgo.store to speak to a Customer Care department and receive your return authorization (if eligible). 
  • For all returns other than damaged, defective or incorrectly-shipped items (see above), you will be responsible for the shipping charges to return the item(s). 
  • To obtain your refund, the item must be returned to us, unopened and in its original packaging, with all accessories, within 30 days of the date upon which we provided the item to the carrier for shipment to you. You must also follow the Return Procedures specified below.

Return Procedures:

  • To return an item, contact us at customercare@otgo.store to speak to our Customer Care department and receive your return authorization (if eligible).
  • Customer Care will provide you with a return label, which you will be required to print and affix to the package (if eligible).
  • Securely pack the item(s) you are returning and include a copy of your original packing slip in an appropriately sized box.
  • Affix the shipping label on the package to be returned.
  • After we receive, inspect and process your return, a refund will be issued in accordance with our Refund Procedures below. 

Refund Procedures:

  • If you are entitled to a refund in connection with a return, the following conditions will apply: Your refund will be in the form of payment used for the purchase.
  • The amount refunded will be the purchase price paid by you for the returned item (which reflects the amount of any discounts, promotions or coupons that you received), including sales tax charged with respect to the item, as applicable.
  • Credits will be issued after we receive, inspect and process your return. Please allow time for the returned item to be delivered to us, for us to inspect and process the return, and for the credit card issuer to credit your account. Your credit card company determines when the credit will be reflected in your statement. It may take one full billing cycle for the credit to appear on your account.
  • If you purchased using PayPal - PayPal credits the refund according to how the original payment was made. If you used a credit card, PayPal credits your credit card. If you used a funding source other than a credit card, your PayPal balance will receive the credit. If you used both a credit card and another source, the credit card portion goes to the credit card, and the remainder goes to your PayPal balance. Please note, refunds to credit cards can take up to 30 days to appear on your statement.
  • Contact us at customercare@otgo.store to speak to our Customer Care department for any questions about your return, or to inquire about the status of your refund. 

I ordered/received the wrong product, should I return it?

If your online order is not as expected, please contact our Customer Care Department at customercare@otgo.store for assistance.