Refund policy

This policy sits alongside your rights under the Australian Consumer Law. Nothing here limits those rights, and it is not intended to.

Changing your mind

You have 30 days from the day Otto arrives. Email hello@meetotto.com.au first, then send it back complete and undamaged in its packaging. We refund the purchase price once it reaches us.

Return postage on a change of mind is yours to cover, usually around $12 within Australia. Original delivery is not refunded on a change of mind.

If it is faulty

If Otto arrives faulty, is damaged in transit, or stops working through no fault of your own, you are covered by the consumer guarantees in the Australian Consumer Law. Those guarantees are automatic and they do not expire when the 30 days do. Depending on how serious the problem is you may be entitled to a repair, a replacement or a refund.

We pay postage both ways on a faulty item. Email us with your order number and a photo or short video of what it is doing.

If it does not arrive

If Otto has not arrived within 30 days of dispatch, tell us and we will either send another one or refund you in full. That is your choice, not ours.

Outside Australia

The Australian Consumer Law guarantees apply to purchases made in Australia. If you bought from elsewhere, your own country's consumer law applies. Either way, if Otto turns up faulty we will sort it out.

Refunds

Refunds go back to the original payment method. Banks usually take a further three to five business days to show it.