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OTTER WAX LLC
RETURN & REFUND POLICY

We make every Otter Wax product by hand in Portland, Oregon, and we stand behind every one of them. If something arrives damaged or doesn't work the way it should, we want to know — and we'll make it right. If you simply changed your mind, we'll still help you, within the terms below.

Please read this policy in full before placing your order. By completing a purchase from otterwax.com, you agree to the terms of this Return & Refund Policy.

SECTION 1 – IF YOUR ITEM ARRIVED DAMAGED OR DEFECTIVE

This is the part we always want to hear about. If your order arrives damaged, defective, or incorrect, contact us at support@otterwax.com within seven (7) days of delivery with:

  • Your order number

  • A description of the issue

  • Photos of the product and the shipping packaging

We'll review and, if confirmed, send a free replacement or issue a full refund — including original shipping — at our discretion and at no cost to you. We may, at our option, ask you to return the damaged item using a prepaid label we provide, or simply ask you to recycle or dispose of it locally. To be eligible for damage or defect resolution, the issue must be reported within seven (2) days of delivery, supported by photographs, and not the result of normal wear, misuse, improper application, or use inconsistent with our published product instructions.

SECTION 2 – STANDARD RETURNS (CHANGE OF MIND) — U.S. CUSTOMERS

We accept returns of eligible products purchased directly from otterwax.com by customers located within the United States, subject to the terms below.

Eligibility

To be eligible for a return:

  • The order must have been shipped to an address within the United States.
  • You must initiate your return within twenty (20) days from the date your order was shipped.
  • Returns initiated after the twenty (20) day return window are not eligible for refund.
  • The item must be unused, unopened, and in its original, undamaged packaging with all original seals intact.
  • You must provide proof of purchase, such as an order confirmation or receipt.
  • The return must be authorized through our returns process before being shipped back to us.

Returns received without authorization, without proof of purchase, or outside the applicable return window may be refused and returned to you at your expense.

Return Shipping

Customers are responsible for obtaining and paying for their own return shipping label and all associated return shipping costs.

We recommend using a trackable shipping service and purchasing shipping insurance if desired. Otter Wax is not responsible for return shipments that are lost, damaged, misdirected, or otherwise fail to arrive at our facility.

Fees Deducted From Your Refund

All approved returns are subject to the following deductions:

  • A mandatory restocking fee equal to ten percent (10%) of the purchase price of the returned item(s).
  • Original outbound shipping charges are non-refundable.
  • Any promotional discounts, free gifts, free shipping offers, or other incentives that become ineligible due to the return may be deducted from the refund amount.
Inspection and Right to Refuse

All returned items are subject to inspection upon receipt.

We reserve the right to deny a refund or issue a partial refund if an item is returned:

  • Used
  • Opened
  • Damaged
  • Missing original packaging
  • Missing components
  • Otherwise not in resalable condition

Items that do not meet the requirements of this policy may be returned to you at your expense or otherwise handled at our discretion.

Where to Send Returns

Otter Wax LLC — Returns
7815 NE Glisan St.
Portland, OR 97213
United States

Do not send returns COD or freight-collect. Such shipments will be refused.

SECTION 3 – NON-RETURNABLE ITEMS

The following items are final sale and are not eligible for return, exchange, refund, or store credit:

  • Items marked as Final Sale, Clearance, Closeout, or otherwise designated as non-returnable
  • Wholesale, distributor, reseller, business-to-business, and bulk-purchase orders
  • Gift cards and digital products
  • Personalized, custom, or made-to-order products
  • Perishable products or products with a stated expiration date
  • Personal care products that have been opened or unsealed
  • Orders purchased through Amazon or any other third-party marketplace
  • Products purchased from a retailer other than otterwax.com
  • Items returned outside the twenty (20) day return window
  • Items returned without prior return authorization

SECTION 4 – EXCHANGES

We do not process direct exchanges. The fastest and most reliable way to get a different item is to (1) return your original item under the terms above, and (2) place a new order for the item you want. This ensures you receive the new item promptly without waiting on a back-and-forth swap.

SECTION 5 – EUROPEAN UNION AND UNITED KINGDOM CUSTOMERS

If your order is being shipped to an address in the European Union or the United Kingdom, you have a statutory right to cancel your order without giving a reason, in accordance with the EU Consumer Rights Directive (2011/83/EU) or the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, as applicable.

Your Statutory Cancellation Right

  • You may cancel your order within fourteen (14) days from the date you (or a third party indicated by you) receive the goods, without giving a reason.

  • To exercise this right, you must notify us at support@otterwax.com of your decision to cancel before the 14-day cancellation period expires. A clear statement of your decision is sufficient.

  • After notifying us, you must return the goods to us within fourteen (14) days of that notification.

Conditions and Costs

  • Return shipping: You are responsible for the direct cost of returning the goods to our facility in Portland, Oregon, United States. International return shipping is typically expensive; we recommend obtaining a quote before initiating a return.

  • Customs duties, import taxes, and brokerage fees paid on the original shipment are not refundable by Otter Wax, as these are collected by your destination country, not by us.

  • Diminished value: You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods. We reserve the right to deduct an amount reflecting any such diminished value from your refund.

  • Refund: We will refund all payments received from you for the goods, including the cost of standard outbound delivery (but not any premium or expedited shipping upgrade you selected), within fourteen (14) days of receiving the goods back, or of receiving evidence that you have sent them back, whichever is earlier. Refunds will be issued using the same means of payment as the original transaction.

  • Withholding refund: We may withhold refund until we have received the goods or you have supplied evidence of having sent them back, whichever is earlier.

Items Excluded From the Statutory Right of Withdrawal: The statutory right of withdrawal does not apply to: goods made to your specifications or clearly personalized; goods liable to deteriorate or expire rapidly; sealed goods unsuitable for return for health-protection or hygiene reasons once unsealed; goods which after delivery are inseparably mixed with other items; and any other category permitted to be excluded under applicable law. Returns Address: Authorized EU and UK returns must be sent to our U.S. address:

Otter Wax LLC — International Returns 7815 NE Glisan St. Portland, OR 97213 United States

You are responsible for declaring the package as "Returned Merchandise" or the equivalent so that no new import duties are assessed on our end. Packages arriving with unpaid duties or fees billed to Otter Wax will be refused, and no refund will be issued.

SECTION 6 – ALL OTHER INTERNATIONAL CUSTOMERS

All orders shipped outside the United States are final sale.

We do not accept change-of-mind returns, exchanges, or refunds for international orders.

The damaged or defective product protections described in Section 1 remain available to international customers.

SECTION 7 – SHIPPING AND DELIVERY ISSUES

Lost or Stolen Packages: Once a package is marked "delivered" by the carrier, responsibility for the package passes to you. We are happy to help you file a claim with the carrier (USPS, UPS, FedEx, or DHL) and provide any documentation needed, but Otter Wax is not responsible for packages lost or stolen after delivery confirmation. For packages lost in transit (i.e., never marked delivered), please contact us at support@otterwax.com and we will work with the carrier to locate the package or issue a replacement once the carrier has officially declared the package lost.

Incorrect or Incomplete Shipping Address: You are responsible for providing a complete and accurate shipping address at checkout. If a package is returned to us due to an incorrect address, an undeliverable address, an unclaimed delivery, or refusal at the destination, we will, at your request, reship the package to a corrected address at your expense (including a new shipping fee equal to our then-current rates), or issue a refund less original outbound shipping and a 15% restocking fee.

Refused International Shipments: If you refuse delivery of an international order or fail to pay applicable customs duties or import taxes, resulting in the package being returned to us, destroyed by customs, or abandoned, we will issue a refund less original outbound shipping, return shipping (if any was billed back to us), customs and duties (which are non-recoverable), and a 15% restocking fee. We may, at our discretion, decline to refund any portion of the order if the costs incurred equal or exceed the order value.

SECTION 8 – GIFTS AND GIFT RETURNS

If an item was marked as a gift at the time of purchase and shipped directly to you, you may return it for store credit only, subject to the same eligibility terms in Section 2. Store credit will be issued in the form of an Otter Wax gift card, sent to the email address you provide. The original purchaser will not be notified. If the item was not marked as a gift at the time of purchase, or was shipped to the original purchaser who then gave it to you, any refund will be issued to the original purchaser using the original payment method.

SECTION 9 – REFUND PROCESSING

Once we receive and inspect your return, we will notify you by email whether the refund has been approved.

  • Approved refunds are initiated within three (3) business days of inspection and issued to your original payment method.

  • For your convenience, we offer a self-service returns portal that allows eligible customers to generate a return shipping label. If you choose to use a label generated through our returns portal, the cost of that label will be deducted from your refund. After we receive and inspect your return, we will issue a refund to your original payment method less the cost of return shipping and any applicable restocking fees.

  • All returns are subject to a 10% restocking fee of the product price. This fee will be deducted from the refund total.

  • Once we issue a refund, your financial institution may take 10–45 days to post the credit to your account. This processing time is controlled by your bank or card issuer, not by Otter Wax. Please direct any questions about credit-posting timelines to your financial institution.

  • Refund method: Refunds will only be issued to the original payment method. We do not issue refunds by check, cash, wire transfer, or to a different card or account.

If your original payment method is no longer available (e.g., closed bank account, expired card), we will issue store credit in the form of an Otter Wax gift card.

SECTION 10 – RIGHT TO LIMIT OR DECLINE RETURNS

Otter Wax reserves the right to limit, decline, or condition returns where, in our sole judgment, we identify:

  • A pattern of frequent or excessive returns by a single customer or household;

  • Returns that suggest fraudulent activity, misuse of the return policy, or "wardrobing" (use of a product followed by return);

  • Returns associated with disputed or fraudulent payment activity;

  • Any other circumstance suggesting that the return is not made in good faith.

This right does not apply to, and we will always honor, valid damage or defect claims under Section 1, and non-waivable statutory consumer rights under Section 5.

SECTION 11 – NO EFFECT ON STATUTORY RIGHTS

Nothing in this policy is intended to limit or exclude any consumer rights granted to you by mandatory, non-waivable provisions of the law applicable in your jurisdiction. Where any provision of this policy conflicts with such mandatory law, the mandatory law prevails to the minimum extent required, and the remainder of this policy continues in full force.

SECTION 12 – CHANGES TO THIS POLICY

We reserve the right to update, change, or replace any part of this Return & Refund Policy by posting updates to our website. The "Last Updated" date at the top of this page reflects the most recent revision. The policy in effect at the time you placed your order will govern that order.

SECTION 13 – CONTACT

Questions about your return, your order, or this policy? Reach us at:

support@otterwax.com

Otter Wax LLC, 7815 NE Glisan St. Portland, OR 97213 United States

We read every email and a real person will get back to you, usually within one business day.