Refund policy

Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. If 30 days have gone by since the delivery day, unfortunately, we can’t offer you a refund or exchange.  Please make sure to contact us by email at support@ottocastoffical.com on time.

*Please note that for orders without discount codes, we can only refund the price difference within 24 hours due to changes in promotions.

*If you need to cancel your order 12 hours after payment, we will need to charge a $15 shipment handling fee to cover the warehouse's manual handling fee for the package.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

Please make sure you have a clear understanding of the shipping time and related product information. If the refund is caused by customer, we will charge a $15 order processing fee.

Due to the complexity of international transportation, please confirm the product information carefully before ordering. If it is not a product quality problem, we do not accept unreasonable returns and refund requests.

 

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

 

Return Process
  • To start a return, you can contact us at support@ottocastoffical.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
  • To be eligible for a return, your item must be in the same condition that you received it, or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
  • If you decide to return an item, we will deduct a $35-$50 restocking fee from the amount you have paid if we didn't make mistakes with your order.
  • Any item that is returned more than 15 days after delivery will be eligible for a $35-$50 restocking fee.
  • You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. 
  • Refund or exchange: when we receive your return/exchange, we will inspect the item within 3-5 working days and then provide a replacement for an exchange or issue a refund.

 

Refund or Exchange

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and debit the refund too.

Note: we only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@ottocastoffical.

 

Order Cancellation

We can cancel the order for you if you contact us within 24 hours of your purchase. If your payment finished and the parcel is not shipped out, you can cancel your order before your item’s delivery. And we will refund full amount.
Orders can't be canceled once the parcel is shipped out.

 

Please follow these details for a smooth return of item:


1. We would appreciate if you ship it via DHL, not via another express company.
2. The description of the good is expected to be  "Video Interface"
3. The invoice value is expected to be $20/pcs.
4. Remove all the famous brand names on the package.


Email: support@ottocastoffical