Return & Refund

We want you to feel like every OTE’s item is the perfect match for your home. We will gladly accept returns on all purchases made on our website which are in original condition with tags attached or with the original box.

There are a few items that can’t be returned:

Consumables (e.g. CO2 Cylinders)

Gift cards

Personalized items

Items marked “Non-Returnable” on the sale page

When can I return?

Returns are accepted within 30 days of the receipt date. 

Note: If you receive a wrong/damaged/defective item and claim the warranty within 30 days of receipt, OTEhome are responsible for the return shipping in this scenario. If you claim the warranty out of 30 days but within the 12 month, you are responsible for the return shipping.

 How can I return?

Write us an email (support@otehome.com) including your order number, reasons for returning, and proofing pictures to quickly start your return. 

Note: Please do not send your return to the address on your package. This is not the return address and will affect the processing of your return. Check your email inbox for a return instruction email. We do not accept returned items that have been sent back without proper returns requests.

 How much does the return cost?

In the return instruction email, you will receive a return shipping address (return through your own shipping carrier) and/or a return shipping label (return through shipping carrier provided by OTE. If you use the shipping label provided by us, the return shipping costs will be deducted from your refund and can vary depending on the location of the return.

Note: We do not offer Freight To Collect (FTC) services for the packages returned to us. Please double check your returns before shipping them out and make sure you don’t include non-OTE items by accident in your return package. We will not be responsible for sending back those items to you.

 When and How can I get my refund?

You can choose to receive gift card credit for your return, or have the original payment method refunded. Any associated return shipping costs will be deducted from the refund amount.

Once we receive your returns, our team will verify the products and will answer your email in 3 business day within receiving the package.Please note that the product must not have major man-made damage, otherwise we will charge a depreciation fee of 10-25% according to the degree of damage.

For gift card refunds, we will credit your account within 2 business day.

For credit card refunds, most banks will process the refund within 5-7 business days.

For all other refund methods, please allow up to 2 weeks to fully process your return and issue your refund.

 How can I exchange an item?

Although we firmly believe in the quality of the product, there is still a small chance that the product will fail before leaving the factory or during transportation.If you receive the wrong item or it arrives damaged or defective, we will take care of it and work with you to find the best solution.

If you need a different size or color, you will need to return the item back to us for a refund, and then place a new order. To receive the new item sooner, you can go ahead and place an order for the new item before you return the old item. Return shipping costs still apply for all exchanges.

NOTE

If you buy the wrong product for your personal reasons, we will provide refund service within 30 days, but the freight will be borne by you

How can you contact us？

Email: support@otehome.com
Call: +86 400-995-9001