Refunds & Returns

OTTER WAX LLC
RETURN & REFUND POLICY

Effective Date: May 13, 2026 Last Updated: May 13, 2026

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 (7) 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 unused, unopened items in their original, undamaged packaging, subject to the following terms.

Eligibility

• You must request a return authorization (RMA) within fourteen (14) days of the delivery date by contacting us at support@otterwax.com or starting a return through our website.
  

• The returned item must be received at our facility within thirty (30) days of the delivery date.
  

• The item must be in the same condition you received it in: unused, unopened, and in its original, undamaged packaging, with any original seals intact.
  

• You must include a printed copy of your order confirmation, receipt, or other proof of purchase with your return shipment.
  

• Returns received without a prior RMA, without proof of purchase, or outside the windows above may be refused or returned to you at your expense, or disposed of at our discretion if not retrieved within thirty (30) days.
  

Fees Deducted From Your Refund

• Return shipping fee: A flat $8.00 USPS return-postage fee, or the actual cost of return shipping, whichever is greater.
  

• Restocking fee: 15% of the purchase price of the returned items.
  

• Original outbound shipping: Non-refundable.
  

• Promotional adjustments: If your original order qualified for a discount, free shipping, free gift, or other promotion that depended on a minimum order value, and your return drops the remaining order below that threshold, the value of the promotion or discount will be deducted from your refund.
  

Inspection and Right to Refuse: All returns are subject to inspection on receipt. We reserve the right to refuse a refund, or to issue a partial refund in an amount reflecting any diminished value, for items that are returned used, opened, damaged, missing original packaging, missing components, or otherwise not in resalable condition. Refused returns will be returned to you at your expense, or disposed of at our discretion if not retrieved within thirty (30) days of our notice to you.

Proof of Return: It is your responsibility to ensure your return is delivered to us. A tracking number or shipment confirmation alone is not proof of return. A refund will only be issued once we have received and inspected the item. If you are concerned about your return being damaged or lost in transit, we recommend purchasing additional shipping insurance — we are not responsible for returns damaged or lost during return shipping.

Where to Send Returns: Send all authorized returns to:

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

Do not send returns COD or freight-collect. Any package sent COD or freight-collect will be refused.

SECTION 3 – NON-RETURNABLE ITEMS

The following items are final sale and may not be returned, exchanged, or refunded, except where a non-waivable consumer right applies under your local law (see Section 5):

• Items marked as final sale, clearance, or closeout
  

• Items purchased on sale, with a coupon, or with any discount or promotional code
  

• Items purchased through a flash sale, holiday promotion, or limited-time offer
  

• Gift cards and digital products
  

• Personalized, custom, or made-to-order items
  

• Perishable goods or any item with a clearly marked expiration date
  

• Personal care items, once unsealed
  

• Wholesale, distributor, or business-to-business orders (governed by separate agreement)
  

• Orders placed through Amazon or any other third-party marketplace (these are governed by that marketplace's return policy, not by Otter Wax directly)
  

• Items purchased from a retailer other than otterwax.com (please contact the retailer where you purchased)
  

• Items returned more than thirty (30) days after delivery
  

• 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

For orders shipped to countries other than the United States, European Union, or United Kingdom — including but not limited to Canada, Mexico, Australia, New Zealand, Japan, South Korea, Singapore, and all other destinations — all sales are final. We do not accept returns, exchanges, or change-of-mind cancellations on international orders outside the U.S., EU, or UK.

This policy reflects the realities of international shipping: high return-freight costs, customs and duties that cannot be recovered, transit times that often exceed any practical return window, and the risk of damage during long-distance return shipping. Please review your order carefully before completing your purchase.

The damage-and-defect protection described in Section 1 still applies to all international customers. If your international order arrives damaged or defective, contact us at support@otterwax.com within seven (7) days of delivery with photos, and we will work with you on a replacement, partial refund, or store credit, at our discretion.

Where local consumer-protection law in your country grants you a non-waivable right of return, exchange, or refund that exceeds the terms of this Section 6, we will honor that right to the minimum extent required by that law, and no further. You are responsible for return shipping, return-shipment insurance, and any taxes, duties, or fees in connection with such a return.

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.
  

• 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.