Refund policy

Last updated: May 29, 2026

We want you to love your OTR Designs purchase. If something isn't right, we'll do our best to make it right. This policy explains your rights and the process for returns, exchanges, and refunds.

Standard 14-Day Return Window

You may return any item within 14 days of delivery for any reason. To qualify:

The return request must be made within 14 days of the delivery date shown by the carrier.
The item must be unworn, unwashed, and in original condition (mugs in original packaging where possible).
Return shipping is the customer's responsibility — we don't provide return labels for change-of-mind returns.
We recommend shipping with tracking; we aren't responsible for returns lost in transit.

Gift Returns — Extended 30-Day Window

We know gifts don't always arrive in the recipient's hands on the day they're ordered. If your order was marked as a gift at checkout, the recipient has 30 days from delivery to start a return, and refunds are issued as store credit to keep the gift private from the original buyer.

Gift recipients: email returns@otrdesigns.com with either the gifter's order number (if you know it) or the gifter's name and approximate purchase date. We'll handle the rest.

How to Start a Return

Use our Returns Request form (fastest) or email returns@otrdesigns.com. Either way, we'll reply within 2 business days with the return address and any special instructions.

You'll need: your order number, the reason for return, and (if return is due to a defect or damage) photos of the item.

Refund Processing

Once we receive and inspect the returned item, we'll issue a refund to your original payment method within 5 business days (or as store credit for gift returns). Refunds appear on most cards within 5-10 business days depending on your bank.

Refunds cover the product price only. Original taxes are refunded; the small fixed payment-processing fee is not refundable in any case.
If the item is returned damaged due to customer use, we may deduct a restocking fee or decline the refund.

Defects, Damage, and Wrong Items

If your order arrives defective, damaged, or incorrect, we cover everything — no return required. Email us at returns@otrdesigns.com within 30 days of delivery with photos and your order number, and we'll either:

Remake and reship the correct item at no cost, or
Issue a full refund.

This covers quality issues, shipping damage, misprints, wrong size, wrong design, and wrong color.

Exchanges

Direct exchanges aren't currently supported because every item is made just for you when you order. To "exchange" an item, place a new order for the desired item, then follow the 14-day return process for the original.

Cancellations

Because every order goes into production quickly after placement, we can only cancel within roughly 30 minutes of order placement. After that, the item is already being made for you and can't be canceled. Email returns@otrdesigns.com immediately if you need to cancel.

Non-Returnable Items

Standard items returned more than 14 days after delivery (30 days for gift returns)
Items showing signs of wear, washing, or use
Items damaged by the customer after delivery
Free gifts or promotional items