Returns Policy

If you are not satisfied with an item you purchased on, you have 15 days after delivery to arrange a return. If 15 days have elapsed since the delivery date, we will not be able to offer a refund.




  • To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. After we have received your return the packaging must be in a reusable condition otherwise we reserve the right to deduct the packaging costs from your refund.
  • To complete your return, we require a receipt or packing slip. Please do not send your purchase back to the manufacturer.
  • To request a return please use our return form or send us an email at
  • Please do NOT destroy or dispose of the crate your door is shipped in until you are completely satisfied with your product.
  • (OTTO + SOHN USA Inc.) is not responsible to provide another shipping crate should you dispose or destroy the one we shipped your product regardless of the reason the door needs to be returned.
  • Should you choose we can send you a crate for $500. Return shipping and/or Freight costs are the responsibility of the customer.
  • Customer designed custom projects are not eligible for returns or cancellations.
  • Please note that we are not responsible of the packaging of the items for returns



  • Items that have been altered or modified in any way are not eligible for returns, replacements or refunds.
  • Custom items are final and are not eligible for returns, exchanges, changes or alterations.
  • All items that do not comply with our standard dimensions and are therefore manufactured according to customer-specific dimensions are excluded from return/exchange.



The restocking fee will apply to all non-defective door returns that are unrelated to shipping errors or defects in the product. The restocking fee for a door return will be 20% of the total amount paid, including the original purchase price of the door plus the associated shipping charges for the return. This fee will be deducted from the refund issued to the customer. Doors must be returned in their original condition, including all packaging, accessories, and documentation.




In the unlikely event that your order arrives damaged, defective, incomplete or incorrect you are entitled to a replacement or refund. Please check the goods thoroughly immediately after delivery for damage, completeness and accuracy. If the item is damaged, defective, incomplete or incorrect you must notify us within 72 hours of delivery. If you do not notify us within 72 hours of delivery, your claim for a refund or replacement will expire.


If a severe damage to the product is visible upon delivery, please reject the item from the carrier and notify us within 72 hours. If you do not notify us within the specified time frame, the transport insurance expires and therefore your right to a refund or replacement.


As soon as you report a damage, we will open a claim. In order to resolve the claim with the insurance company, we need photos of the damage as evidence. In order to claim your refund or replacement you are obliged to send us photos of the damaged packaging and product. Please make sure that the photos are clear and in focus. If the photos provided by you are not sufficient, we have the right to request new or additional photos from you. If we can determine that the product is not functional or has been damaged during transport, we will arrange an appointment with you to pick it up. You can then decide if you prefer a replacement or a full refund.


If the scope of delivery of your order is incomplete or incorrect, we reserve the right to send you the missing or accurate items at our expense as soon as possible. If you decide to cancel your order due to missing or wrong parts, the shipping costs will be deducted from your refund.


If certain parts have to be resent for an order of finished wood products, we cannot guarantee that they will be 100% the same color as the parts you have already received, as they are completely new manufactured and are not stock items. Although we try to imitate the original color as closely as possible, there may be variations as all our wooden products are handmade.


We strongly recommend that you do not start the installation before you have received the complete scope of delivery of your order. If you have already made an appointment with a contractor, it is better to postpone it until you have received all parts, especially the instruction manual. This way you can avoid technical errors during installation and the resulting additional costs. Please note that we do not take over any costs for the installation even if you have received wrong or defective parts.




Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 to 10 business days.




If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted, but you should receive it within 5 to 10 business days. If you’ve done all of this and you still have not received your refund yet, please contact us at




Only regular priced items may be refunded, unfortunately sale items cannot be refunded.




We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at Once the exchange has been approved, we will send you the necessary information for the shipment.




If you need to make any changes or cancel your order, please contact us within 48 hours by calling our office: +1 (352) 309-6295 or submit an email to We often process orders within a couple of hours. If we have already processed your order, we will be unable to make any changes or cancellations. Once an order has been completed or shipped, we cannot make any changes.


In case of ordering a custom size door, take into consideration the following:


  • Items that are custom cannot be cancelled 48 hours after the order has been placed. If necessary, you will have to pay a $150 deposit.
  • Custom items cannot be modified once the order has been placed. Please make sure to provide the correct measurements to avoid inconveniences.
  • Custom items cannot be rejected unless they are damaged. If rejected and undamaged, the customer will have to pay for shipping expenses (from the warehouse to the customer and from the customer to the warehouse) and will have to pay a $150 bond for the fabrication of the door.
  • For safety reasons, we have maximum sizes for our custom doors in the description of all our items. This avoids any inconvenience during shipping, especially for doors larger than our standard sizes.




  • Once your return has been approved, we will send you the necessary information for the shipment.
  • You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
  • Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
  • We recommend to use a trackable shipping service and purchase a suitable shipping insurance for the return transport. We don’t guarantee that we will receive your returned item. 
  • Refunds will not be issued for items damaged in return transit or for returns that are never received.