Return / Change / Complaint

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

To process your return quickly and uncomplicated, please use our returns form. We recommend you send the parcels on the cheapest way (no Express shipping), as we do not cover the shipping costs for returns or exchanges.
You can find a return form as a PDF in the following link: RETURNS

An exchange or complaint is no 'withdrawal'. Therefore, we will not cover any shipping costs. Please send the parts that you want to exchange "delivery postage paid" to the address below. Shipping costs back to you may apply.
You send it back for free, we will return for free (only for Germany).
Costs for EU- and worldwide exchange on request.

For returns from outside of the European Community, please check the RETURNS and EXCHANGE process guidelines at the bottom of this page!

Return Address:

Returns / goods for exchange / complaints can be sent by a shipping service provider of your choice
(insured shipping recommended) to the following address:

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

Please Note:

The article must be in absolute new condition, unused, undamaged and original packed.
Parts must be shipped in a paperbox. Do NOT send 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 contacting OTR-Performance. Please wait until we found a solution to the problem.
You need to contact us within 14days of receipt of goods in order to be entitled to a full refund of the product price (excluding any shipping fees originally charged).
Please pay for shipping. We will not accept packages unpaid.
We will charge every cost and any return debit note according to our T&C.
Please understand, that a quick and smooth process can be guaranteed only when you have completed and enclosed the returns form.

Exchanges

Simply print 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. We will ship the new item to you free of charge withiin Europe or at reasonable 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.

Please note: No returns or exchanges are accepted for:

DVDs, electrical goods, computer software, unless faulty.
Items marked 'Special Price' or 'Sale' or similar, in the 'Parts Information' field of the product page.

Damaged Items

If your goods have arrived with a manufacturing defect, or are inherently faulty, please return the full package including all items to us within 14 days of receipt. 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 contacting OTR-Performance. Please wait until we found a solution to your claim.

Damaged In Transit

Please let us know ASAP if any goods arrive damaged. This has to be done latest within 48 hours after you have received the items.
If there is a visible damage of the outer box, 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 contacting OTR-Performance. Please wait until we found a solution to 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 by the local courier services. We will be happy to assist you with these claims. We only ask you to be patient as sometimes this process can take much longer than any of us would like.

Incorrect or Incomplete Items

Please let us know ASAP by e-mail, if any goods arrive incorrectly. Please send us as much information as possible. Include your order number, which product you ordered and what you received instead. Include picturesof t he 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 the best way to rectify this. This may be a return label (not avaiable for all countries), 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 full package with all items as you received it and we will process an exchange or refund.
Always add the above mentioned PROFORMA INVOICE and the RETURNS FORM.
We recommend you use the cheaptest avaiable shipping option. Extra costs for Express, CoD or registered mail cannot be refunded.
Please ask for a return label. We offer return labels for most European countries.
The incorrect product must be returned to 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 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 (Overseas) Return and Exchange Process

For goods returned from outside of the European Union 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.
The following documents are mandatory for an international return:
1. Add completed customs declaration to the outside of the parcel: CUSTOMS DECLARATION
2. Add the original commercial invoice to the outside of the package.

Any international returns (from outside of the European Union) 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 CUSTOMS DECLARATION and the ORIGINAL INVOICE to the outside of the parcel 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; they may need to bear these costs themselves, 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.

Should a customer refuse to sign for a delivery due to refusal to pay these charges and the goods are returned to OTR-Performance, OTR-Performance will reclaim all shipping and admin costs incurred from the customer before any refunds are considered.