Refund policy

Refund & Return Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Eligibility

To be eligible for a return, your item must be in the same condition that you received it — unused, with all original packaging and any included accessories (e.g. rubber feet).
Custom-made items, such as custom-length cables, are exempt from the return policy.
You’ll also need proof of purchase.

Order Changes & Cancellations

Once an order has entered processing, it cannot be cancelled. You may return it after delivery under our standard return policy.

How to Start a Return

To start a return, contact us at steven-ds@hotmail.com.
Please send returns to:

Otter Custom Design
Kuipersstraat 13
9308 Aalst
Belgium

Return Shipping Costs

Return shipping costs are the responsibility of the customer.
We recommend using a tracked service, as we cannot be held responsible for returns lost in transit.

Refunds

Once we receive and inspect your return, we’ll notify you of approval or rejection.
If approved, we’ll refund your order — including the original standard shipping cost — via your original payment method within 10 business days.
Upgraded shipping options (e.g. express) are non-refundable.
Please note: missing packaging or accessories may incur a 10% restocking fee.

Damages and Issues

Inspect your order upon delivery and contact us immediately if an item is defective, damaged, or incorrect so we can make it right.

Exceptions / Non-returnable Items

• Custom products (e.g. custom-length cables)

• Items returned in used or damaged condition not due to a manufacturing defect

EU 14-Day Cooling-Off Period

If your order is shipped into the European Union, you have the right to cancel or return it within 14 days of delivery, for any reason.
Your item must meet the eligibility conditions above, and return shipping costs remain the responsibility of the customer.