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Return / Change / Complaint

Exchange / Warranty or Complaint

Not happy with a product ? Got the wrong color? No problem.

To process your return quick and uncomplicated, please use our returns form. Please always sent the parcels on the chapest way (no Express shipping), as we do not cover the shipping costs for returns or exchanges.

You find a returns form as a PDF in the following link: RETURNS

An exchange or complaint is no 'withdrawel'. Due to this we will not cover any shipping costs. Sent the parts that you want to exchange delivery postage paid to the address below. Shipping costs back to you may apply.
You sent it for free, we will return for free. Costs for worldwide exchange on request.
 
For returns from outside European Community, check RETURNS and EXCHANGE guidelines at bottom of page!


Please Note:

  • The article must be in absolute new condition, unused, undamaged and original packed.
  • Parts must be shipped in a paperbox. Do NOT sent parts without box, as this may cause extra handling costs that you have to cover.
  • All items being returned for refund must reach us in a re-saleable condition which includes their immediate outer packaging and any tags, labels still attached.
  • Do not use, mount or assemble damaged parts before you got in contact with OTR-Performance. Please wait till we found a solution for this problem.
  • This must be within 14days of receipt of goods to be entitled to a full refund of the product price (excluding any shipping fees originally charged).
  • Please pay for shipping. We would not accept packages unpaid.
  • We will charge every cost and any return debit note concerning our T&C.

Please understand, that a quick and smooth process can be guaranteed only when you have filled in the returns form.


Exchanges

  • Simply print off and complete the return/exchange request form and return it with the goods.
  • All items being returned for exchange must reach us in a NEW, re-saleable condition which includes their immediate outer packaging and any tags, labels still attached.
  • You are responsible for all shipping costs associated with getting your original order back to us for exchange, however we will ship the new item to you free of charge in Europe or with resonable shipping costs world wide..
  • If you are exchanging merchandise and would like the new items shipped out prior to us receiving the old items it is not a problem. We would need to take another payment but once we process the items you are returning, a full refund for the original item will be issued back to your credit card or original method of payment.
  • The product must be returned to us before the refund or replacement can be issued.


No returns or exchanges on:
Please note: DVDs, electrical goods, computer software, can not be returned unless faulty.
Please note: No Exchanges or cancellations on items marked 'Special Price' in the 'Parts Information' field of the product page.
 
 
Damaged Item:

  • If your goods have arrived with a manufacturing defect, or are inherently faulty, please return the whole item / pack to us within 14 days of receipt where we will be happy to process an exchange (where possible) or refund if exchange is not possible.
  • The damaged product must be returned to the OTR-Performance GmbH before the refund or replacement can be issued.
  • Do not use, mount or assemble damaged parts before you got in contact with OTR-Performance. Please wait till we found a solution for your claim.


 
Damaged In Transit:

  • Please let us know ASAP if any goods arrive damaged. This has to be done latest 48 hours after you have received the items.
  • If there is a visible damage of the box outside, open it together with the courier service. Any damage on the parts has to be recorded by the courier service. Please have the damage confirmed immediately.
  • Please keep all original shipping containers and take pictures if possible.
  • Do not use, mount or assemble damaged parts before you got in contact with OTR-Performance. Please wait till we found a solution for your claim.
  • Damaged goods claims are handled through the shipping carrier (DHL / DEUTSCHE POST / DHL Express ). Sometimes a confirmation of the damage has to done be the local courier services. We will assist our customers in these claims. We only ask that customers be patient as sometimes this process can take longer than any of us would like!


Incorrect or incomplete items

  • Please let us know ASAP if any goods arrive incorrect by Email. Please send us as much information as possible. Include your order number, which product you ordered and what you received instead. Include picturesof the product label(s), and the picking slip.
  • We will then investigate in our warehouse, and amongst others do a count of our stock, check the weight of the outgoing box (each outbound order is weighed and registered) and see if this weight corresponds with the correct/incorrect articles. If the investigation shows that the wrong article has indeed been sent, we will contact you and figure out a way to rectify this. This can be a return label (not avaiable for all counties), or a proposal to keep the wrong product at a discounted rate.
  • If the item we have sent you is incorrect or different to that stated on your invoice, please return the whole item to us within 14 days where we will be happy to process an exchange (where possible) or refund.
  • If some of the component parts are incorrect or missing please return the whole item as you received it and we will process an exchange or refund.
  • Always add the above mentioned PROFORMA INVOICE and the RETURNS FORM
  • Please use cheaptest avaiable shipping option. Extra costs for Express, CoD or registered mail can not be refunded.
  • Please ask for a return label. We offer return labels for most European counties.
  • The incorrect product must be returned to the OTR-Performance GmbH before the refund or replacement can be issued
     

Warranty Returns:

  • Most manufacturers offer an additional warranty period which covers against merchandise defects. To determine warranty requirements for a specific item, contact us via email.
  • Please note warranty processing may take 4-8 weeks and will be subject to the individual manufacturer's policies and discretion. Manufacturer warranties do not cover defects determined to be caused by normal wear or due to customer negligence.
  • The claimed product must be returned to the OTR-Performance GmbH before the refund or replacement can be issued.
  • All items must be returned clean. Parts or garments not returned clean will be returned to the customer and shipping costs will be charged.
  • Warranty claims that are not accepted will be returned to the customer.



RETURNS ADDRESS:

Returns/Exchanges should be shipped with insurance by the carrier of your choice to:

OTR-Performance GmbH
Hugo-Junkers-Str. 52-54
50739 Köln (Cologne)
GERMANY


INTERNATIONAL (OVERSEEAS) RETURNS and EXCHANGES PROCESS: 

For goods returned from outside Europe the following must be written legibly on both the packaging and customs declaration. 'MAIL ORDER GOODS RETURNED FOR EXCHANGE - DO NOT CHARGE DUTY'. It is mandatory to contact our returns department before returning any goods to us. Add the filled out proforma invoice to the OUTSIDE of the parcel:  PROFORMA INVOICE

Any international returns (from outside of European Community) must be declared as returns on any commercial invoices. OTR-Performance will not accept any duties or taxes incurred by incorrectly declared goods, these will be charged to the customer. Always add the above mentioned PROFORMA INVOICE to the outside of the parcel, a copy of your INVOICE and the RETURNS FORM inside the parcel.

During the package delivery the customer has the option to choose between DTU (unpaid) or DTP (paid). At DTU, the customer only accepts the pure return costs. DTP includes both the return and customs fees. Should the customer choose DTU; to bear these costs individually, depending on the consignment. 

Please retain your return tracking information. OTR-Performance is not responsible for packages lost during return shipment. You will receive a confirmation email from OTR-Performance when your return is processed which will include the full details of the amounts credited.