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 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? and the current returns and warranty 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.

Updated on: 06/10/2026