OOTD Return & Refund Policy

Last updated: 2025

1. Scope of Application

This Return & Refund Policy applies to all products purchased directly from the official OOTD website, including electric scooters and accessories (such as chargers, fenders, helmets, and travel bags), unless otherwise specified.

For safety or hygiene reasons, certain accessories — including but not limited to helmets and protective gear — are non-returnable once used, worn, or unsealed.

2. 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 product must be in its original condition and packaging, with all accessories included (charger, keys, hardware, etc.), and proof of purchase must be provided.

3. Conditions for Return

Voluntary Returns (No Defects)

Customers may return the product 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.
For voluntary returns, customers are responsible for all return shipping costs.
OOTD recommends using a trackable and insured shipping method for high-value items.

Products with Defects, Damage, or Incorrect Delivery

Customers should inspect the product 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 6).

Exceptions (Not Eligible for Return)

  • Products purchased from unauthorized resellers.

  • Damage caused by the customer, including misuse or modification.

  • Gifts or promotional items.

  • Accessories or add-ons (e.g., fenders, helmets) once used, worn, or unsealed.

4. Refused Deliveries

If a customer refuses to accept delivery of an order without valid reason (such as defect, damage, or incorrect item), or if the package is returned due to failed delivery attempts or incorrect address, the case will be treated as a voluntary return.

  • OOTD provides free outbound shipping for all orders, but return shipping for refused or voluntarily returned packages is the customer’s responsibility.

  • Once the product is received and inspected, OOTD will issue a refund minus the return shipping and handling fees.

  • If the customer requests reshipment after refusal, new shipping fees will apply.

  • OOTD strongly advises customers to confirm delivery details and availability before shipment.

5. Transport Damage

If the product or its packaging appears visibly damaged upon delivery, customers should note this on the delivery receipt and, if possible, refuse the shipment.
Please report the issue to support@o-otd.com within 7 days of delivery, including photos or videos of the damaged package and product.

Failure to report visible damage within this period may make it more difficult to claim compensation from the carrier, but OOTD will still review such cases individually.
Once verified, OOTD will arrange for repair, replacement, or full refund, and provide a prepaid return label if return is required.

6. Return Shipping Costs

  • Outbound shipping (from OOTD to customer):
    OOTD provides free outbound shipping for all scooter and accessory orders.

  • Return shipping (from customer to OOTD):
    For voluntary returns (such as change of mind, refusal of delivery, or any non-defective reason), customers are responsible for the actual return shipping costs, which will be deducted from the refund amount.

  • For defective, damaged, or incorrect products, OOTD covers all return shipping costs and provides a prepaid return label.

If a return is sent back without prior authorization or to the wrong address, additional handling or redirection fees may apply, which will be deducted from the refund.

7. Refund Processing

Once the returned product is received and inspected, OOTD will notify the customer by email regarding the approval or rejection of the refund.

If approved, the refund will be processed within 7–10 business days, and automatically applied to the customer’s original payment method.

Please note:

  • Refund timelines may vary depending on the payment provider or bank.

  • Any deductions (e.g., return shipping, value depreciation) will be clearly stated in the refund notice.

  • Refunds do not include outbound shipping costs (if applicable).

8. Return Procedure

To ensure smooth processing, please follow the steps below before returning any product:

1.Contact OOTD first:
Email support@o-otd.com and include:

2.Receive instructions:

OOTD will reply with return authorization, address, and packaging requirements.
Returns sent without authorization may be delayed or rejected.

3.Package securely:

Use the original packaging whenever possible. Include all accessories, manuals, and proof of purchase.

4.Ship the product:

Use a trackable courier service and provide the tracking number to OOTD.

5.Refund confirmation:

Once OOTD receives and inspects the returned item, refund or replacement will be processed (see Section 7)

© 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.