Refund policy

Return & Exchange Policy

Overview

If you are not completely satisfied with your purchase, you may return your order by post for a refund or exchange in line with this Return & Exchange Policy and consumer guarantees.

  • Most items can be returned within 30 days of purchase.

  • All returns, refunds, and exchanges must be accompanied by proof of purchase.

  • All OTTO SHADES products are vehicle-specific. If you are unsure which product best suits your vehicle, please contact us before placing your order. Customers are responsible for return postage costs if the incorrect item is ordered.

If you believe the product you received does not fit your vehicle or you have received the wrong item, please contact us with photos of the product and your vehicle. We will do our best to assist with installation or exchange. If we are unable to assist, we will provide a full refund in line with this policy and consumer guarantees.

This policy does not affect your rights under Australian Consumer Law, including rights relating to faulty or defective items.

⚠️ Important: To exchange or return your item, you must contact us first for approval before sending the item back. Please include your Order Number inside the return parcel so we can process it in a timely manner.

Change of Mind & Incorrect Item Ordered

  • No returns or exchanges will be accepted for change of mind or incorrect item ordered unless the item is in a merchantable condition.

  • All returned items must be in their original condition, including:

    • Original packaging

    • All accessories (unopened, with protective film intact)

  • Customers must contact us within 30 days of purchase to request a return or exchange. Additional information or evidence may be requested to confirm eligibility.

  • Return postage costs are the responsibility of the customer for:

    • Change of mind returns/exchanges

    • Incorrect item ordered

  • Shipping fees paid at the time of purchase are non-refundable in these cases.

Please ensure your return parcel is securely packaged and both sender and receiver addresses are clearly displayed. We do not provide packaging materials for returns.

Once your return is received and inspected:

  • We will notify you via email whether your return has been approved or rejected.

  • If the product is deemed faulty/damaged due to misuse, we reserve the right to refuse a refund or exchange.

  • Refunds and exchanges are processed within 10 business days from the date we receive your parcel. Refund credits may take up to an additional 10 business days to clear back to your original payment method.

For international exchanges, re-delivery will only be processed once postage fees for re-shipment have been paid.

Consumer Guarantees

Our goods come with consumer guarantees under Australian Consumer Law. If your purchase fails to meet one or more of these guarantees, you may be entitled to a remedy by law.

  • For faulty or damaged items, a prepaid return label will be provided once the claim is approved.

  • We will not reimburse any postage costs if you return items without waiting for the prepaid label.

  • Photo evidence of the fault/damage is required before an exchange or refund will be processed.

  • Replacement products will not be dispatched until the faulty/incorrect item is returned and received.

⏱ Processing time: Returns and exchanges may take up to 10 business days after delivery to our returns center. Refunds may take up to an additional 10 business days to appear in your account.

Lost in Transit & Free/Bonus Items

  • Refunds or exchanges will not be provided for free/bonus items.

  • We are not responsible for any goods that are lost in transit and no refunds will be issued for such cases.