Return and Refund Policy

Effective date: October 26, 2026

OTTAWAKI · ottawaki.com · online store for customers in Canada
Operated internationally by WE THE BEST LLC, a company registered in Kentucky, United States · 271 W Short St Ste 410 833, Lexington, KY 40507, United States
Email: support@ottawaki.com · Phone: +1 709 297 1396 · Contact: ottawaki.com/pages/contact

30 day returns

You have 30 days from the day your order arrives to ask for a return. You do not need to give us a reason. What follows is the whole process, including the part where you pay the postage, so that you know before you order rather than after.

Return policy overview

  • Return window: 30 days from the day you receive your order.
  • Condition: Items must be unused, uninstalled, in their original condition, and returned in their original packaging with all accessories and documentation.
  • Proof of purchase: Your order number or order confirmation email is required.
  • Assistance: Email us and a person will reply with the steps, the return address and your authorisation number.

Return costs

  • Defective, damaged or incorrect items: No cost to you. If the product arrives faulty, is damaged in transit, or we sent the wrong item, we cover the return shipping and send a replacement or a full refund.
  • Change of mind: If you ordered the wrong item, it does not fit, or you no longer want it, you pay the return shipping cost. Original shipping costs, where any were charged, are not refunded.

There is no restocking fee in either case.

How to return an item

  1. Email support@ottawaki.com with your order number (the reason is optional).
  2. Get instructions: We reply with a return authorisation, the return address and step by step instructions. Please do not send anything back before you have received this.
  3. Pack the item securely in its original packaging with all accessories and documents.
  4. Send it back using the instructions we provide, and keep your tracking number until the refund has been processed.

Return address

The return address is given to you with your return authorisation, together with the instructions for the parcel. Please request the authorisation by email before sending anything back: a parcel sent without it, or to any other address, cannot be matched to your order, and the refund takes longer.

Refund method

Approved refunds are issued to the original payment method. We cannot refund to a different card or account.

Refund process

  • Inspection: Once your return reaches us, we check the item against the conditions above.
  • Refund processing time: After inspection we issue the refund to your original payment method. Allow up to 14 business days for our payment provider (Shopify Payments or PayPal) and your bank or card issuer to process it and post the credit to your statement.
  • Notification: We email you once the refund has been issued.

Exchanges

Exchanges follow the same rules as returns: ask within 30 days of delivery, the item must be unused, uninstalled and in its original packaging, and the return postage is yours to cover unless the item was defective, damaged or incorrect. Email support@ottawaki.com with your order number and the item you would like instead, and we arrange the exchange.

Late or missing refunds

If 14 business days have passed since our confirmation email and the refund has not appeared, check with your bank or card provider first, because processing times vary between them. If you have done that and it is still missing, email support@ottawaki.com and we will follow it up with our payment provider (Shopify Payments or PayPal).

Cancellation period

To cancel, email support@ottawaki.com within 24 hours of placing your order. If it has not yet been dispatched we cancel it and refund you in full. After those 24 hours the order may already be picked, packed and on its way, in which case treat it as a return.

Non-returnable items

For safety reasons we cannot accept back any item that has been installed, wired or used. This does not apply to items that prove defective after installation: send photos or a video to support@ottawaki.com and we replace or refund them. None of this affects your statutory rights under applicable Canadian consumer protection law.

Business information

  • Store name: OTTAWAKI
  • Company name: WE THE BEST LLC
  • Company address: 271 W Short St Ste 410 833, Lexington, KY 40507, United States
  • Operation: OTTAWAKI is operated internationally by WE THE BEST LLC from the United States; it is not a Canadian corporation.
  • Returns address: provided with your return authorisation (email us first)
  • Email: support@ottawaki.com
  • Phone: +1 709 297 1396
  • Contact form: ottawaki.com/pages/contact
  • Customer service hours: Monday to Friday, 9:00 AM – 6:00 PM (Eastern Time)

We reply within 1 business day.