Refund policy

OttoFrei.com Refund & Returns Policy

At OttoFrei.com, we stand behind the quality of our products and aim to provide a fair and transparent return process for both individual and business customers. If you're not completely satisfied with your purchase, we're here to help.

🕒 Return Eligibility & Timeframes

Product Type	Return Window (from date of receipt)
Tools & Equipment	30 days
Findings, Metals, and Gemstones	14 days
Gold or Platinum Stock / Precious Metals	15 days
Physical Media (DVDs/Blu-ray/4K UHD)	All sales final (see Physical Media section below)

Note: All returns must be initiated within the specified return window. Returns requested outside of these timeframes may be considered on a case-by-case basis and are subject to manager approval and a restocking fee of up to 20%.

📦 How to Initiate a Return

1. Log in to your account at ottofrei.com.
2. Navigate to "My Account > Returns".
3. Select the relevant order and submit your Return Merchandise Authorization (RMA) request.
4. Once your return is approved, you will receive a return label via email or QR code (see below for details).

Do not return items without an RMA, as unauthorized returns will not be accepted or refunded.

🚫 Non-Returnable Items

• Special order or custom items
• Hazardous materials (ORM-D), including dry or liquid chemicals and plating solutions
• Freight items
• International orders
• Items that have been modified or altered
• Items damaged by customer misuse or negligence
• Physical media (DVDs/Blu-ray/4K UHD) (see Physical Media section below)

💿 Physical Media (DVDs, Blu-ray, 4K UHD, and Similar Disc Media)

All Sales Final (Anti-Copying Policy). Due to the nature of physical media and the risk of copying, all physical media sales are final. We do not accept returns or offer refunds for DVDs, Blu-ray discs, 4K UHD discs, and similar disc-based media once purchased.

Exception — Damaged/Defective/Incorrect Items. If your disc arrives damaged, is defective, or you received the wrong item, please contact us within 7 days of delivery at info@ottofrei.com with your order number and photos (and, if applicable, a brief description of the issue). Once verified, we will, at our option:

• provide a replacement of the same title/item, or
• issue a refund if a replacement is unavailable.

Shipping Damage. Please inspect your shipment upon arrival. If the package appears damaged, keep all packaging materials and contact us promptly so we can assist with resolution and, if needed, a carrier claim.

Opened/Unsealed Media. Opened, unsealed, or used physical media is not eligible for return or refund (except for verified defects or incorrect items as described above).

Where Required by Law. This policy applies except where prohibited or modified by applicable law.

🔁 Return Options

Upon approval, you may request one of the following:

• Replacement of the same item
• Exchange for a different item
• Refund to the original payment method
• Store credit (available in some cases outside of return window, subject to approval)

💵 Restocking Fees

In rare cases, a restocking fee of 10%–20% may apply, depending on the item’s size and condition.

• You will be notified in advance if a restocking fee applies.
• Restocking fees are typically waived for defective or incorrect items.

🚚 Return Shipping Costs

• If the return is due to customer error, return shipping costs will be deducted from your refund.
• If the item is defective or incorrect, we will cover return shipping costs.
• If you cannot print your return label, we can mail one for a $1.00 fee, deducted from your refund.

Return Label Delivery Methods

Order Type	Return Label Method
WS Orders	QR code (scan at Post Office) or print-at-home label
S Orders	UPS electronic return label via email

🌍 International Orders

We are unable to accept returns for orders shipped outside the United States due to customs and logistical complexities.

If you receive a defective or damaged item, please contact us at info@ottofrei.com for assistance.

Non-Refundable Situations for International Orders Include:

• Incorrect or incomplete address provided by the customer
• Refusal of delivery or refusal to pay duties/taxes
• Failure to respond to carrier or OttoFrei communications
• Delays or rejections due to local customs or regulations
• Incorrect contact information (email or phone)

🔧 Manufacturer Warranties

Some products are covered under a manufacturer's warranty. If eligible, we can assist in facilitating warranty claims. Contact our support team for help.

🛠️ Return Evaluation Process

Each return is carefully evaluated to determine:

• Eligibility based on return window and item condition
• Restocking fees (if applicable)
• Responsibility for return shipping

Once approved, your refund will be processed within 7–10 business days after we receive and inspect the return.

❓ Need Help?

Our customer support team is here to help with any questions or concerns.

📧 Email: info@ottofrei.com

✅ Summary

• Most items are returnable within 14–30 days, based on product type.
• All returns require a valid RMA.
• Restocking and return shipping fees may apply.
• International orders are non-returnable, except in case of defects.
• Physical media (DVD/Blu-ray) is all sales final, except for verified damage/defects/incorrect items.
• Clear, upfront communication at every step of the process.

⚠️ Disclaimer

This policy is provided for informational purposes only and does not constitute legal advice. We recommend consulting a legal professional to ensure compliance with applicable laws.