Refund policy

At OTR HVN STUDIO, every product is produced specifically for your order. Because each item is made to order, we do not keep inventory and cannot resell returned merchandise.

For this reason, all sales are final.

We do not accept returns, exchanges, or cancellations for:

Incorrect size ordered
Change of mind or buyer’s remorse
Accidental orders
Preference changes after purchase
Color or design preference changes
Items that have been worn, washed, altered, or damaged after delivery

Please review your order carefully before completing your purchase. We strongly recommend checking product descriptions, sizing charts, and order details to ensure everything is correct.

Exchanges

Because our products are made to order, we do not offer exchanges for:

Incorrect size selection
Different color requests
Different style requests
General preference changes

If you are unsure about sizing before placing an order, please contact us and we will gladly help you choose the best size.

Damaged, Defective, or Incorrect Items

If we make a mistake, we will make it right.

If you receive:

The wrong item
A product with a manufacturing defect
A damaged item caused during production
An item with a printing or embroidery error
A product that differs from what you ordered due to our error

Please contact us within 7 days of delivery.

Include:

Your order number
Your full name
A brief description of the issue
Clear photographs showing the problem

After reviewing your claim, OTR HVN STUDIO may, at our discretion:

Replace the item at no additional cost
Issue a full refund to your original payment method

We may request additional photos or information before approving a replacement or refund.

Shipping Issues

Once an order has been shipped, it becomes the responsibility of the shipping carrier.

OTR HVN STUDIO is not responsible for:

Lost packages marked as delivered
Delays caused by the shipping carrier
Weather-related shipping delays
Incorrect shipping addresses entered during checkout

If your package appears to be lost, we recommend contacting the shipping carrier first. If additional assistance is needed, we are happy to help where possible.

Incorrect Shipping Address

Customers are responsible for providing an accurate shipping address.

If an incorrect address is entered:

We cannot guarantee changes after the order has entered production.
If the order has already shipped, we cannot replace or refund the order due to an incorrect address.

Order Changes & Cancellations

Because production begins quickly after an order is placed, we cannot guarantee order modifications or cancellations.

If you need to request a change, contact us immediately after placing your order. If production has not yet started, we may be able to accommodate your request.

Once production has begun, the order cannot be changed or canceled.

Refund Eligibility

Refunds are only issued when:

We shipped the incorrect product.
The item contains a verified manufacturing or production defect.
The product arrives damaged due to a production issue.
A replacement is unavailable and we determine a refund is the appropriate resolution.

Refunds will be issued to the original payment method used during checkout.

Original shipping charges are non-refundable unless the error was caused by OTR HVN STUDIO.