Refund policy

Last Updated: September 24, 2024

At OTE Studio, we are committed to providing high-quality, one-of-a-kind women’s clothing. However, if you are not completely satisfied with your purchase, we are here to help with a fair and transparent returns and refunds process. Please carefully read our policy below for detailed information.

1. Eligibility for Returns

You may return any item(s) purchased from www.ote-studio.com under the following conditions:

The return request is initiated within 14 days of receiving your order.
The item is in its original, unworn, and unwashed condition with all tags attached.
The product is not damaged, altered, or showing signs of wear.
The item must be returned in the original packaging.

Please Note:

Sale items, custom-made items, and special orders are final sale and cannot be returned or refunded unless defective or damaged upon receipt.

2. Return Process

To initiate a return, please follow these steps:

Email Us: Contact us at ote.studio.ca@gmail.com with the subject line "Return Request – [Order Number]."

Please include your order number, the item(s) you wish to return, and the reason for your return.

Approval and Return Instructions:
Once your request is received, we will respond within 2 business days to confirm eligibility and provide return instructions, including where to ship your item.
Shipping Your Return:

Ship the item(s) to the following address:
OTE Studio
42 Mahogany Court
Aurora, Ontario L4G 6M8, Canada
You are responsible for the shipping costs of returning the item(s). We recommend using a trackable shipping method. OTE Studio is not responsible for any returned items that are lost or damaged in transit.

3. Refunds

Once we receive and inspect your returned item(s), we will notify you via email of the approval or rejection of your refund.

Approved Refunds:

If approved, your refund will be processed, and a credit will be applied to your original payment method within 5-10 business days.
Shipping costs are non-refundable. The cost of return shipping will be deducted from your refund (if applicable).

Rejected Refunds:

If the returned item does not meet the return eligibility criteria (e.g., worn or damaged), we will notify you, and no refund will be issued. The item will be sent back to you at your expense.

4. Exchanges

We currently do not offer direct exchanges. If you would like a different size, color, or style, please follow the return process above to receive a refund and place a new order for the desired item.

5. Damaged or Defective Items

If you receive an item that is damaged or defective, please email us immediately at ote.studio.ca@gmail.com with your order number and photos of the damaged product. We will promptly review the case and offer a replacement, refund, or store credit, at no additional cost to you.

6. Non-Returnable and Final Sale Items

Sale items, custom-made items, and special orders are considered final sale and cannot be returned or refunded unless the item is damaged or defective upon receipt.
Gift cards are non-refundable.

7. Return Shipping Costs

You are responsible for paying the return shipping costs, unless the item received is defective or incorrect. We recommend using a trackable shipping service, as OTE Studio cannot guarantee receipt of returned items. Shipping costs are non-refundable unless the item is defective.

8. Processing Timeframes

Return Request Review: We will review your return request within 2 business days of receiving your email.
Refund Processing: Once your return is received and inspected, refunds will be processed within 5-10 business days.
Total Processing Time: Please allow up to 14 business days from the date of return shipment for your refund to be completed.

9. Contact Us

If you have any questions about our Refunds and Returns Policy or need assistance with your order, please contact our customer support team:

Email: ote.studio.ca@gmail.com
Address: 42 Mahogany Court, Aurora Ontario L4G 6M8, Canada
Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (EST)