Return & Refund Policy

Last Updated: October 3, 2025

Thank you for shopping at otostar.net. We are committed to providing our customers with high-quality motorcycle and car engine oils. Please read our policy carefully to ensure you are fully aware of your rights and our obligations to you.

1. Reporting and Return Window

  • For Damaged or Incorrect Items: Customers must report any issues such as receiving a damaged, leaking, or incorrect product within 3 calendar days of the delivery date.

Reports made after the 3-day window for damaged or incorrect items may not be eligible for a refund or exchange.

2. Conditions for an Eligible Return

We accept returns only under the following circumstances:

  • You received the wrong product and it was reported within 3 days.

  • The product was damaged or leaking upon arrival, and it was reported within 3 days with sufficient proof (see Section 5).

  • The product has a clear manufacturing defect.

3. Non-Returnable Items & Conditions

The following items and conditions are not eligible for a return or refund:

  • Opened or Used Products: Any product that has been opened, used, or is partially consumed is not eligible for return. The product's factory seal must be intact.

  • Customer-Induced Damage: Products damaged due to mishandling, improper storage, or customer negligence are not refundable.

  • Incorrect Orders by Customer: We do not offer returns or exchanges for products that were ordered incorrectly by the customer.

4. How to Initiate a Return

To start the return process, please follow these steps:

  • Step 1: Contact our customer support team at otostar89@gmail.com within the required timeframe.

  • Step 2: Provide your Order Number and a clear explanation of the issue.

  • Step 3: You must provide sufficient proof to support your claim. For damaged or incorrect items, this includes clear photographs or videos of the product, its packaging, and the shipping label.

5. Damages During Transit

We package our products carefully to ensure they arrive in perfect condition. However, we are not directly liable for any damage, loss, or mishandling that occurs once the package is in the possession of the courier.

If your order arrives damaged, please follow this process:

  1. Report to us within 3 days: Follow the steps in Section 4 to notify us immediately. Provide photos of the damaged box before opening, as well as the damaged product inside.

  2. Cooperation: We will initiate a claim with the courier service on your behalf. You agree to cooperate with us and the courier during this investigation, which may include providing additional information or photos.

  3. Resolution: A refund or replacement will be issued upon the successful resolution of the courier claim. The outcome and timeline of the claim are subject to the courier's policies.

6. Return Shipping

If your return is approved due to a manufacturing defect or an error on our part (not related to courier damage), we will cover the cost of return shipping and provide you with a prepaid shipping label or arrange for collection.

7. Refund Process

Once we receive your returned item and inspect it (or a courier claim is approved), we will notify you. If a refund is approved, it will be processed to your original method of payment within 7-10 business days.

8. Exchanges

We only replace items if they are defective, damaged in transit (subject to Section 5), or if we sent the wrong product. We do not offer exchanges for products ordered in error by the customer.

9. Questions

If you have any questions about our Return and Refund Policy, please contact us at otostar89@gmail.com