> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.onlycat.com/sitemap.xml
> Use this file to discover available pages before exploring further.
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# Requesting a return or reporting a fault

## Start in your existing support conversation

Contact OnlyCat Support with your **order number** and tell us whether you want to return a product or need help with a fault. If you already have a conversation about it, reply in that thread so the order details, evidence and previous advice stay together. You can also contact support@onlycat.com.

**You do not have to give a reason for a return.** You may share one if you would like help with a particular issue. An operator will review the request and confirm the applicable next steps. Please wait for the confirmed return address and instructions before sending anything back; a chat request does not itself approve a return or refund.

## Changed your mind or checking the fit?

The current website describes a 30-day trial from delivery, subject to its condition and installation requirements. The trial allows checking the fit before permanent installation. Read the [current returns and warranty policy](https://www.onlycat.com/returns-policy/) before cutting, drilling, gluing or sealing.

There is **no restocking fee**. A deduction for loss in value is a separate matter and may apply under the published conditions. Change-of-mind return shipping is paid by the customer; faulty or misdescribed products follow the fault-return provisions. Support will confirm the applicable process for your request. Older-order cases need individual review.

## Reporting a fault

Share your device ID, what you expected to happen, what actually happened and any troubleshooting steps already attempted. For a fault shown in an event, send **event links**, rather than screenshots of the events.

Open the event in the app, click **Share Event Link**, and paste the link(s) here in your existing support conversation so all correspondence stays together. If you cannot access or share an event, tell Support; this does not prevent a review. For a physical problem not shown in an event, relevant photos or video may help. You do not need to recreate a fault to capture evidence.

## The same fault has returned after a repair

We are sorry the problem has returned. Please share the previous repair details, your device ID, a description of the current failure and any further relevant evidence. Reuse the existing conversation if possible.

Our team will review the current problem alongside the repair history. You do **not** need to repeat a generic troubleshooting sequence first. If evidence or repair details have already been supplied, we can use those; if further evidence is unavailable, tell us. An operator will confirm the remedy and next steps.

## Warranty, repairs and sending a device back

See [What is the warranty period?](https://help.onlycat.com/en/article/what-is-the-warranty-period-h39tf2/) and the [current returns and warranty policy](https://www.onlycat.com/returns-policy/). Support must review your case before confirming a repair, replacement, refund, return address or any exceptional arrangement. Repair turnaround, loan devices and advance replacements are not guaranteed by this guide. Please contact us before opening, repairing or modifying the device yourself.