Refund policy

We want to help you choose the right product for your vehicle and support you if you need help. Please check vehicle compatibility before ordering. If you’re unsure, contact us at support@ottocast.com. Returns due to vehicle incompatibility unrelated to a product defect are treated as non-quality-related returns under this policy. For a return or refund, please contact us first so we can work through the issue with you. Opening a bank dispute (chargeback) at the same time may prevent us from issuing a direct refund while the dispute is reviewed, prolong your wait, and result in additional processing fees for us.

This policy covers purchases made directly from OTTOCAST-operated online stores. If you purchased from a retailer or another seller, please contact them for returns and warranty service.

1. Cancel an order before it ships

You can request a cancellation at any time before your order ships. Email support@ottocast.com as soon as possible and include your order number.

Order status Cancellation fee
Within 12 hours of payment, including the 12-hour mark, and not yet shipped No fee. You receive a full refund.
More than 12 hours after payment, but not yet shipped 5% of the order subtotal, with a minimum fee of US$5.
Already shipped The order can no longer be cancelled. Once it arrives, you can request a return under the terms below.

If your order has already shipped and you no longer want it, the fees for a change-of-mind return apply.

2. Check whether your product is eligible for return

You can request a return within 30 days of delivery under our voluntary returns policy. The product must not have been damaged by you, and you must return it with its original packaging, all accessories, cables, and documentation.

Returns that do not meet these requirements may be declined under this voluntary policy. Business purchases and bulk orders of five or more units of the same product may not be eligible for a refund.

Please check vehicle compatibility before ordering. If you are unsure, contact us for help. A return due to vehicle incompatibility that is unrelated to a product defect is treated as a non-quality-related return under this policy.

If you discover a fault, receive a damaged product, or receive the wrong item, contact us with a description of the issue and any relevant photos or videos. This helps us assess your request and explain the next steps.

After the 30-day return window: We no longer accept new refund requests under this returns policy. For requests already submitted, the processing deadline in Section 4 applies. If your product has a quality-related fault, you may still request service under the warranty terms in Section 6.

3. Understand return costs and refund deductions

Return costs depend on the reason for the return and the condition of the product. Original shipping charges, return shipping costs, and restocking fees are separate charges.

Reason and product condition Original shipping charges Restocking fee Return shipping
Changed your mind, ordered the wrong item, or another non-quality-related reason; product unopened with factory seals intact Not refundable, if charged None Paid by you
Non-quality-related return; product opened, with all packaging and accessories in like-new condition Not refundable, if charged 5% of the order subtotal, with a minimum fee of US$5 Paid by you
Return due to a confirmed manufacturing defect or an error by OTTOCAST Refundable as part of a full refund None Covered as described below

Any applicable restocking fee is deducted from your refund. For a non-quality-related return, original shipping charges are not refunded.

Return shipping for a confirmed quality issue: We provide a prepaid return label. Where a prepaid label is unavailable, return shipping reimbursement is limited to 15% of the order amount. Please contact us before arranging shipment so we can provide the return instructions.

When you pay for shipping

You are responsible for shipping costs in the following situations:

  • Personal reasons for returning a product: For example, you no longer need it, or your vehicle is incompatible for reasons unrelated to a product defect.
  • Accidental orders or the wrong item ordered: Return shipping resulting from placing an order by mistake or choosing the wrong model.
  • Warranty requests after taking a product outside its original country or region of purchase: Contact us first to confirm eligibility. If the request is accepted, you are responsible for the related shipping costs.
  • Personal belongings sent to us by mistake: Shipping those belongings back to you.
  • No fault found during inspection: You return a product as faulty, but OTTOCAST's inspection confirms that it works correctly.
  • Items sent back without approval: Shipping outside the return or warranty process approved by our support team.

Responsibility for loss or damage in transit

  • Quality-related returns using an OTTOCAST-provided prepaid label: We are responsible for loss or damage during the return shipment.
  • Non-quality-related returns: You are responsible for loss or damage during the return shipment. We do not refund products damaged in transit on these returns.

4. Start your return and send the product back

Step 1 — Contact us within 30 days of delivery.

Email support@ottocast.com with your order number, the email address used for the purchase, and your reason for returning the product. If the product has a fault or arrived damaged or incorrect, include a description and relevant photos or videos.

Step 2 — Receive return instructions.

Wait for our support team to review your request and provide the return instructions and address. Please do not send a product back without contacting us first. Unrequested returns are not accepted under this voluntary returns process.

Step 3 — Pack and return your product.

Include the original packaging, all accessories, cables, and documentation. Follow the return instructions provided by our team and check the parcel for any personal items before sending it.

Return request deadlines

Submit your return and refund request within 30 days of delivery.

After submission, your request is eligible for processing until whichever of these dates is later:

  • The end of your original 30-day return period.
  • 15 days after you first submitted the request.

Your return and refund request will no longer be processed after this deadline.

If you purchased from a third-party retailer or another seller, contact them directly to request a refund.

5. What happens after we receive your return

Once your return reaches our warehouse, we inspect it to confirm its condition and eligibility for a refund. Any applicable deductions follow the fees explained in Section 3.

6. Get support under your limited warranty

If your product develops a quality-related fault, contact us to request warranty support. Our limited warranty covers qualifying quality-related defects in products purchased directly from our official online store. It is non-transferable and starts on the original purchase date.

Warranty periods

Product group Limited warranty period
Wireless CarPlay and Android Auto adapters, including U2Air, Mini Cube, Mini NOVA, and Mini Pico 12 months
OttoAibox and multimedia adapters, including OttoAibox P3, P3 Pro, E2, i3, and the Play2Video series 12 months
OttoSafe Cam and Cabin Care 12 months
Portable screens and displays, including Ottoscreen AI and ScreenFlow 12 months
Car TV Mate Pro, Car TV Mate Max, and Mirror Touch 12 months
Accessories, including cables, mounts, and remote controls 6 months

Main devices carry a 12-month limited warranty unless otherwise stated.

How to request warranty service

  1. Contact support. Email support@ottocast.com with your order number or detailed purchase receipt and a description of the issue.
  2. Help us assess the fault. We may ask for the product’s serial number and/or photos or videos showing the issue. We may also ask you to complete troubleshooting steps, which we will record as part of the assessment.
  3. Follow the service instructions. We may need you to return the product for a quality inspection before confirming the appropriate solution.

We may need additional proof of purchase. An order number or a single receipt may not provide enough information to verify your purchase. We may ask for further purchase evidence and your help in checking the cause of the fault.

For an eligible quality-related claim, OTTOCAST will determine the appropriate solution. This may include replacement parts, repair, a refurbished replacement where available, a new replacement, or a combination of these options.

Replacement products and parts carry the remaining warranty period of the original product; the warranty does not restart. If a full refund is issued, the limited warranty for that product ends.

Claim deadlines and regional coverage

Submit your claim within the warranty period.

After submission, your claim is eligible for processing until whichever of these dates is later:

  • The end of your product's original warranty period.
  • 30 days after you first submitted the warranty claim.

Your warranty claim will no longer be processed after this deadline.

For warranty service outside the original country or region of purchase, contact us before shipping to confirm eligibility and shipping arrangements.

Email: support@ottocast.com

What the limited warranty does not cover

The following are excluded from this commercial limited warranty:

  • Products without sufficient proof of purchase; purchases from distributors, retailers, unauthorized sellers, or unlawful sources; and free gifts or samples.
  • Products outside the warranty period, or products lost or stolen after delivery.
  • Non-quality-related issues raised more than 30 days after purchase. This is separate from the 30-day return-request window measured from delivery.
  • Damage caused by misuse, drops, extreme temperatures, water exposure, improper installation or operation, or other external causes.
  • Damage caused by third-party repairs, unauthorized repairs, or modifications.
  • Issues caused by third-party accessories or incompatible vehicle systems.
  • Normal wear that does not affect function, such as scratches, faded paint, or cosmetic damage.
  • Damage caused by natural disasters, including floods or lightning.

If you purchased from another seller, contact that seller about the returns and warranty service available to you.

7. Request a price adjustment

If the price of the same product on ottocast.com drops within 30 days of your purchase date, email support@ottocast.com to request a refund of the difference.

This offer applies only to purchases made directly from ottocast.com and is limited to one price adjustment per order.

8. Limits of responsibility

OTTOCAST is not responsible for data loss resulting from the use of its products, the return of personal items sent to OTTOCAST by mistake, or indirect, incidental, or consequential losses arising from the use of—or inability to use—its products.

9. Contact us

For help with cancellations, returns, refunds, price adjustments, or warranty service:

Please have your order number ready so we can locate your purchase.