Before attempting to request a return, please download the OttoPilot app for support information, or otherwise contact us via our technical support request form on the support page for technical support.  Please provide us with your order number.  In some cases, due to the complexity of the product, and it's interfacing with phones and the infotainment system, it may not work straight out of the box, so there are several troubleshooting steps that support will run through with the phone, infotainment system or ottocast device, and most cases can be resolved via following the advice or sometimes performing a firmware update, particularly with the recently released models.

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Customer service will respond within 12-24 hours. Please do not contact us here for returns from other online sellers, and instead contact the vendor you purchased it from.  If you bought the product from ottocast.com (order number looks like #O12345), then please contact them, as we are an independent distributor of ottocast products. 

 

Customer satisfaction guaranteed. If it does not work for your car, returns for a full refund are our default process, providing you have willingly followed the troubleshooting advice that has been given to you by our customer service team, and the issue has still not been resolved. Customer "change of mind" returns will be accepted within 30 days of purchase depending on circumstance, and will incur a 15% re-stocking fee. This will be taken out of your refund amount. All returned items are assessed before issuing refunds, and if the item is deemed in full working order when it was stated otherwise, it may be then classed as a "unwilling to troubleshoot " or 'dismissive to advice"  or  "change of mind" return at our discretion, in which case may or may or may not incur a deduction of 15% of the total price paid.

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All parts that came with the unit must be returned to us at our Newcastle Depot in original condition, and not damaged. If not all parts are included or the product is damaged, you will only receive a partial refund. Once we receive the item at our depot or PO Box (which the details of will be provided to you after contacting us), please allow 1-3 business days for it to be collected, and checked over before we issue your refund.