Refund policy

Last updated: October 14, 2026

30-day merchandise returns

You may request a merchandise return within 30 days after delivery. This includes coins, totes, hoodies, hats, and Othram Archive pieces. DNA swab kits are excluded from this voluntary returns policy.

Merchandise must be in the same condition in which you received it, unworn or unused by you, with its original tags and packaging where supplied. Please include your receipt or proof of purchase.

How to request a return

Email solve@othram.com with your order number and the item you want to return. Contact us before mailing anything back. Once the return is approved, we will provide a prepaid return label or other prepaid return instructions. Othram pays return postage for approved merchandise returns.

Our approved-return address is:

Othram
2829 Technology Forest Boulevard
Suite 140
The Woodlands, TX 77381
United States

Follow the instructions we provide for your return. Original outbound shipping charges are not refunded for ordinary change-of-mind or wrong-size returns, except where a refund is required by applicable law.

DNA swab kits

DNA swab kits are not eligible for voluntary returns, whether opened or unopened. Do not mail DNA kits or biological samples to the merchandise-return address. If a kit arrives damaged, defective, or incorrect, contact solve@othram.com so we can help resolve the issue.

Damaged, defective, or incorrect items

Please inspect your order when it arrives and contact us promptly if there is a problem. Othram covers the return or replacement shipping needed to resolve an item that arrives damaged, defective, or incorrect. This applies to DNA kits as well as merchandise. Contact us for instructions before sending anything back.

Exchanges and refunds

For a different size or item, request a return and place a new order for the replacement. After receiving and inspecting the returned merchandise, we will notify you whether the refund is approved.

Approved refunds are issued to the original payment method within 10 business days of approval, or sooner where applicable law requires. Your bank or payment provider may need additional time to post the refund.

Statutory consumer rights

This voluntary policy does not limit rights you have under applicable consumer law, including rights relating to faulty goods or qualifying online purchases. Where a statutory right of withdrawal applies to an EU or UK purchase, you may notify us of cancellation within 14 days after delivery and return the goods within the following 14 days, subject to applicable legal exceptions. We refund standard outbound delivery charges where legally required and follow applicable statutory refund deadlines. Mandatory rights also apply where an item is excluded from our voluntary returns policy.