Refund policy

Last updated: October 1, 2026

Return windows

  • Sealed items: 30-day return on defects. If a factory-sealed item doesn't work as described, you can return it within 30 days of pickup or delivery.
  • Refurbished and other non-sealed items: 14-day return on defects. The condition is shown in each listing.
  • Items marked "Sold as-is" can't be returned.

Check your item at handoff

Please check the box and item when you pick it up or when it's delivered. Damaged, missing or incorrect items must be reported within 48 hours of pickup or delivery, with photos. We can't accept damage or missing-item claims after 48 hours.

What's covered

  • The item doesn't power on or doesn't work as described in the listing.
  • The item arrived damaged, or a listed part is missing (reported within 48 hours).
  • We sent a different model from the one you ordered.

What isn't covered

  • Change-of-mind returns.
  • Compatibility. Please check the model number, size, voltage and specs in the listing before you buy. We can't accept returns because an item doesn't fit or suit your needs.
  • Damage from misuse, drops, or normal wear after you receive the item.

How to return

  1. Contact us within your return window at hello@otaven.ca or (365) 389-6565 with your order number (for example, OTV1001) and a short description or photo of the problem.
  2. We'll confirm the return and arrange a drop-off time in Brampton, or pickup if the item was delivered locally.
  3. Return the item with all parts, accessories and the original box, plus your receipt.

Refunds and exchanges

Once we check the item, we'll exchange it for the same model if we have one in stock, or refund you to your original payment method. Refunds are usually processed within 5 business days of receiving the item. Your bank may take a few more days to post it.

Manufacturer support

Otaven is an independent reseller and is not affiliated with the brands we sell. We don't provide coverage or service on a manufacturer's behalf, and we can't confirm whether a manufacturer will support a resold or refurbished item. For help after your return window, contact the manufacturer directly.