Replacement Policy Otonagai

We stand behind the quality of our products and want you to be fully satisfied with your purchase. If your item arrives damaged, defective, or incorrect, we’ll gladly send a replacement.

1. Eligibility for Replacement

We offer free replacements for the following issues:

  • Items damaged in transit
  • Defective or malfunctioning items
  • Items that are significantly different from what was ordered (wrong product, color, or size)

To qualify for a replacement, you must contact us within 7 days of delivery and provide:

  • Your order number
  • A clear photo of the item and the issue
  • A brief description of the problem

2. What’s Not Covered

Replacements will not be issued for:

  • Normal wear and tear or misuse
  • Damage caused after delivery
  • Issues reported more than 7 days after delivery
  • Items marked as final sale or non-returnable

3. Process

To request a replacement:

  1. Reach out through the contact form on our website.
  2. Include your order number, issue description, and photos.
  3. Our team will review and respond within 4–5 business days.

If approved, we will ship your replacement at no cost to you.

4. Out of Stock Items

If the original item is out of stock, we’ll offer one of the following:

  • A replacement with a similar item of equal value
  • A full refund to your original payment method

5. Shipping for Replacements

Replacements are shipped free of charge using standard shipping. Expedited shipping may be available for an added fee.

6. Contact Us

If you believe you're eligible for a replacement, please contact us through the website contact form. We're here to help.