We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at service@ottobest.com. Please note that returns will need to be sent to the following address: [Graniczna 26, 05-090, Janki, Poland]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at service@ottobest.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at ecoworld.srl2024@gmail.com.
Product return – guaranteed 14 days for return.
According to the Act of May 30, 2014, “On consumer rights,” you have the right to withdraw from the purchase without giving any reason within 14 days from the date of receipt of the parcel.
The exercise of this right is possible if you submit a written declaration of withdrawal from the contract within the above-mentioned period.
To meet the withdrawal deadline, it is sufficient to send a declaration of withdrawal in the electronic form to the e-mail address service@ottobest.com.
You should send the returned product without undue delay, within no more than 14 days, to the address provided by the administrator in response to your request. Return address：Graniczna 26, 05-090, Janki, Poland
If the return is due to product quality issues, the consumer does not need to pay for shipping. If the return is not due to product quality issues, the consumer needs to pay for shipping. The specific cost depends on the courier you choose. We use DPD, and the return fee for bicycles is 100 euros and the return fee for scooters is 50 euros.
Remember that the right to withdraw from the contract does not allow you to use the product free of charge. According to the regulations, if the returned product was used to a greater extent than necessary to establish the item’s nature, characteristics, and functioning, the seller has the right to charge the buyer with the costs of reducing its value.
In the event of withdrawal from the contract, you will receive a refund of the amount paid for the purchase – the price of the products, the lowest shipping costs available in the store, and other costs, except for the above-mentioned return costs. The money will be sent back in the same way you paid unless otherwise agreed. This will be done immediately after we receive the returned purchase. Refund will be in 5-10 working days.
Following the law, the right to return is not granted, among others, when the subject of sale is:
non-prefabricated item, created on the individual order of the consumer,
an item that deteriorates quickly or has a short shelf-life,
an item delivered in a sealed package, which cannot be returned after opening due to health protection or hygiene reasons,
things that after delivery, due to their nature, are inextricably linked with other things,
audio or visual recordings delivered in a sealed package, if the package has been opened after delivery,
newspapers, periodicals, or magazines, except subscription contracts,
digital content that is not recorded on a tangible medium if the performance has begun with the consumer’s express consent.
Product return for contractors
To meet your expectations, we have introduced the option of returning the goods within 1 year from the date of purchase. Thanks to this, you do not risk anything by entering into commercial cooperation with us. If the quality of the product does not meet your expectations, your client does not receive a larger order, or you resign from cooperation with us, the products can be sent back to us at the address provided by the Administrator in response to your application.
After returning the goods, we will count them and issue a Correcting Invoice without undue delay, but no later than 10 working days from the date of delivery of the goods to the warehouse, and send it to the e-mail address provided during registration. On your side, you will have to sign and stamp the document and send it back to us in paper form to the above-mentioned address.
For such a return to be accepted by us in the warehouse, please send us a notification containing the details of the Contractor, the quantity and type of the returned goods, and the information why you are making this return in the electronic form to the e-mail address sales@ottobest.com.
Returned products should be properly protected against damage in transit, and the shipping costs must be covered on their own. The condition for the positive consideration of the return is the impeccable condition of the returned goods, i.e., unwrinkled, unbreakable packaging, no price tags, inscriptions, and no signs of installation and use of the product.
Products sold on a special order, about which the contractor will be informed when placing the order, are not refundable.
If the return is not due to product quality issues, the consumer needs to pay for shipping. The specific cost depends on the courier you choose. We use DPD, and the return fee for bicycles is 100 euros and the return fee for scooters is 50 euros.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.