Refund policy
This Return and Refund Policy (the "Policy") governs all returns, exchanges, cancellations, and refunds for products purchased from OTA-Orlando LLC ("we," "us," or "our"). By placing an order, you (the "Customer") acknowledge and agree to the terms set forth below. Nothing in this Policy limits or waives any non-waivable statutory rights to which you may be entitled under applicable law.
1. Summary of Applicable Fees
| Circumstance | Applicable Fee |
|---|---|
| Return of undamaged, non-Ceragem products | Thirty percent (30%) restocking fee |
| Return of Ceragem products | Twenty percent (20%) restocking fee |
| Exchange of products | Twenty percent (20%) to thirty percent (30%) restocking fee |
| Cancellation prior to shipment | Three percent (3%) cancellation fee |
| Cancellation after shipment | Three percent (3%) cancellation fee, plus all shipping fees incurred |
| White glove delivery | Non-refundable |
The Customer is responsible for any scuffs, damage, or wear sustained by a product after delivery, and any resulting diminution in value may be deducted from the refund otherwise due.
2. Return Window and Eligibility
Except as otherwise provided herein, the Customer may request a return within thirty (30) days following the date of purchase recorded by our Shopify system. To be eligible for a return, the product must satisfy each of the following conditions:
- The product must be in the same condition in which it was received; and
- The product must be returned in its original packaging, together with all products, attachments, manuals, and accessories included at the time of delivery.
The Customer must also provide a receipt or other proof of purchase. Notwithstanding the foregoing, Ceragem products are subject to a reduced return window of fifteen (15) days and a restocking fee of twenty percent (20%). All other undamaged returns are subject to a restocking fee of thirty percent (30%). White glove delivery charges are non-refundable in all cases.
3. Procedure to Initiate a Return
To initiate a return, the Customer must contact us at support@lmcorlando.com and obtain authorization prior to shipping any product back to us. Products returned without prior authorization will not be accepted. Upon acceptance of an authorized return, we will provide a return shipping label together with instructions regarding the manner and destination of shipment.
Authorized returns must be sent to the following address:
800 N. John Young Pkwy, Orlando, FL 32808
For any questions regarding returns, the Customer may contact us at support@lmcorlando.com.
4. Order Cancellations
The Customer may cancel an order subject to the following terms:
- Cancellation prior to shipment. If the Customer cancels an order before the product has shipped, the Customer shall be charged a cancellation fee equal to three percent (3%) of the order value.
- Cancellation after shipment. If the Customer cancels an order after the product has shipped, the Customer shall be charged the three percent (3%) cancellation fee and shall further be responsible for all shipping fees incurred.
5. Exchanges
Exchanges are permitted within thirty (30) days following the date of purchase, subject to the following conditions:
- Each exchange is subject to a restocking fee of twenty percent (20%) to thirty percent (30%).
- The Customer is responsible for all shipping costs associated with the exchange, and may elect either curbside or white glove delivery.
- Once an exchange has been completed, the exchanged product is final and may not be returned.
6. Inspection at Delivery; Damaged or Defective Products
The Customer is obligated to inspect each product thoroughly at the time of delivery and to note any damage on the delivery documentation before signing for receipt.
- If the product or its packaging arrives substantially damaged, the Customer should write "Refused due to damage" on the bill of delivery, photograph the damage, and contact us as soon as reasonably practicable so that we may address the matter.
In the event a product requires service following delivery, the Customer must first afford us the opportunity to repair the product through the applicable manufacturer's warranty. Should the Customer decline the offered repair service and instead request a return, the Customer shall be responsible for all delivery fees and any applicable restocking fees.
If the Customer receives a product that is defective, damaged, or incorrect, the Customer should contact us promptly at support@lmcorlando.com so that we may evaluate the matter and determine an appropriate remedy.
7. Non-Returnable Items
The following items are not eligible for return:
- Sale items; and
- Gift cards.
If the Customer has any question regarding the eligibility of a specific item, the Customer should contact us prior to initiating a return.
8. Refund Processing
We will notify the Customer upon receipt and inspection of a returned product and will advise whether the refund has been approved. If approved, the refund will be issued to the original method of payment within ten (10) business days, less any applicable restocking, cancellation, delivery, or damage-related charges described in this Policy. The Customer acknowledges that additional time may be required for the Customer's bank or card issuer to process and post the refund.
If more than fifteen (15) business days have elapsed since approval of the return and the refund has not been received, the Customer should contact us at support@lmcorlando.com.