OOTD Return & Refund Policy

Last updated: 2025

1. Return Period

In compliance with Article 9 of Directive 2011/83/EU, customers have the legal right to withdraw from the purchase within 14 days of receiving their product.

OOTD extends this period by an additional 16 days, allowing a total of 30 days from the date of delivery to request a return.

During this period, customers may return the product for voluntary reasons or request repair, replacement, or refund for defective or incorrect products.

To be eligible for a return, the scooter must be in its original condition and packaging, with all accessories included (charger, keys, hardware, etc.), and proof of purchase must be provided.

2. Conditions for Return

Voluntary Returns (No Defects)

  • Customers may return the scooter for any reason within 30 days.
  • The product must be in good condition, unused, and without excessive wear. A short test ride to verify functionality is acceptable.
  • If the product shows signs of use beyond what is necessary for testing, OOTD may apply a reasonable deduction to the refund to account for reduced value.

Products with Defects, Damage, or Incorrect Delivery

  • Customers should inspect the scooter upon delivery, preferably in the presence of the delivery person.
  • Any defective, damaged, or incorrectly supplied products must be reported immediately to support@o-otd.com.
  • Recommended reporting time for shipping damage: OOTD advises customers to report any transport damage within 7 days of delivery. Reports after this period are still accepted within the legal 14-day window but may require additional verification.
  • OOTD will provide a prepaid return label and arrange repair, replacement, or refund, depending on the situation (see Section 5).

Exceptions (Not Eligible for Return)

  • Products purchased from unauthorized resellers.
  • Damage caused by the customer, including misuse or modifications.
  • Gifts or promotional items.
  • Accessories or add-ons (e.g., fenders, travel bags, helmets) unless purchased directly from OOTD.

3. Refunds

  • In compliance with Article 13 of Directive 2011/83/EU, refunds include the full purchase price of the product.
  • Shipping fees: All OOTD orders are shipped free of charge; therefore, no shipping fees are refundable.
  • Refunds will be processed within 14 days after OOTD receives the returned product or proof of return shipping.
  • Refunds will be issued to the original payment method. Bank processing times may vary.

4. Return Shipping Costs

  • Voluntary returns (no defects): Customers are responsible for all return shipping costs.
  • Defective or incorrect products: OOTD will provide a prepaid return label after verifying the claim and will cover return shipping costs.
  • Customers are strongly advised to use a trackable shipping service and consider shipping insurance for high-value items.
  • Note: OOTD reserves the right to request evidence (photos, videos) to confirm the defect or incorrect delivery before providing a prepaid return label.

5. Damaged, Defective, or Incorrect Products

  • Inspect the product immediately upon delivery.
  • If the scooter is defective, damaged, or incorrectly supplied, contact support@o-otd.com immediately and provide relevant evidence (photos or videos).
  • Depending on the issue, OOTD will provide one of the following solutions, in compliance with Article 13(3) of Directive 2011/83/EU:
    • Repair or technical support to resolve the issue without returning the scooter.
    • Replacement of the defective or incorrect item.
    • Refund: If repair or replacement is not feasible, OOTD will issue a full refund once the returned product is received.
  • For defective or incorrect items, OOTD covers return shipping.
  • For returns claimed as defective but where the defect cannot be verified, customers may be asked to cover return shipping.

6. Transportation Damage

  • Customers are advised to inspect the scooter upon delivery, preferably in the presence of the delivery person.
  • Recommended reporting time for shipping damage: OOTD advises customers to report any transport damage within 7 days of delivery. Reports after this period are still accepted within the legal 14-day window but may require additional verification.
  • If damage is reported after delivery, OOTD will review available evidence (photos, videos, or other documentation) to determine the source:
    • If damage is verified as shipping-related: OOTD will arrange repair, replacement, or refund and cover return shipping if needed.
    • If damage cannot be conclusively attributed to shipping: OOTD may offer repair, partial refund, or replacement, but return shipping costs may be shared or charged to the customer.

7. Return Process

  1. Contact support@o-otd.com with your order number and reason for return.
  2. Specify whether you want a repair, replacement, or refund.
  3. For returns requiring shipping, OOTD will provide the return address and shipping instructions.
  4. Package the scooter securely with all original accessories and packaging.
  5. Use a trackable shipping service and consider insurance for high-value items.
  6. Once OOTD receives and inspects the product, the refund or replacement will be processed.

© OOTD. The terms of this Return & Refund Policy are governed by the laws applicable in the region of purchase. OOTD reserves the right to amend this policy at any time; the most recent version posted online will apply.