Refund policy
This policy governs all returns, exchanges, and refunds.
General Policy
All products sold at OTEMBA Store are made-to-order (print-on-demand) custom items. Therefore, we do not accept cancellations, returns, or exchanges due to customer preference after an order has been placed. Please review your order carefully before completing your purchase. Returns or exchanges due to customer preference will not be accepted.
EU customers: your statutory rights under EU consumer law remain unaffected by this policy.
Defective or Incorrectly Shipped Items
We accept exchange requests only in cases of defective or incorrectly shipped items. Please contact us within 7 days of receiving your order.
Definition of Defective Items
The following are considered defects and are eligible for exchange:
- Significant print quality issues (major color inconsistencies, ink peeling, missing print areas, etc.)
- Physical damage to the product (tears, fraying, sewing defects, etc.)
- Incorrect item shipped
What Is Not Considered a Defect
The following are not considered defects due to the nature of the products:
- Differences from customer's expectations or color perception
- Sizing feel or fit
- Color variations due to monitor/display settings
-
Design placement variations due to cutting and sewing positions on all-over print items
※ On all-over print products, design placement may vary slightly from piece to piece due to the nature of the manufacturing process. This is not considered a defect. - Minor exterior packaging damage during shipping
Contact Timeframes
Please contact us by email within 7 days of receiving your order for any defective or incorrectly shipped items.
Damaged During Shipping
If your order arrives damaged during shipping, please contact us by email within 72 hours of receiving your package. Claims submitted after this period may not be eligible for resolution.
Claim Deadline
All claims — including defective items, incorrect shipments, and shipping damage — must be submitted within 2 weeks of receiving your order. We are unable to accept claims submitted after this period under any circumstances. Please contact us promptly.
Tracking Shows "Delivered" but Item Not Received
If the carrier's tracking information shows "Delivered" but your order has not been received, we are unable to offer a reship or refund as a general rule. Please try the following first:
- Check around your property, mailbox, or with neighbors
- Check with other members of your household
- Contact the carrier directly for more details
If the issue remains unresolved after taking the above steps, please contact us by email and we will do our best to assist.
Incorrect Address Provided by Customer
If an order cannot be delivered or is shipped to the wrong address due to an error or incomplete information provided by the customer at checkout, we are unable to offer a reship or refund. Please double-check your shipping address before completing your order. If you have any questions or concerns, please feel free to contact us by email.
How to Request an Exchange
- Contact us at info@otemba-studio.com within 7 days of receiving your order (within 72 hours for shipping damage)
- Include your order number, clear photos of the issue (multiple images), and a description of the problem
- We will review your request and follow up with next steps
Refund Policy
In cases of defective or incorrectly shipped items, we will arrange for a remake and reship of the same item. If the item is discontinued or unavailable, a refund will be issued.
Exchange Delivery
Please note that exchanged items require remanufacturing from scratch and may take additional time to arrive. We appreciate your patience.