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

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

🔁 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.
• 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.