Refunds
In order to be eligible for a refund, you will need to return your product to us within 14 calendar days of your receipt of the product. If more than 14 days have passed since your purchase, we unfortunately cannot offer you a full refund unless we suspect the tracker to be unusable for reasons strictly related to or caused by the hardware itself, or our firmware/configuration of the hardware.
To be able to qualify for a refund, your item must be unused or undamaged, and in the same condition in which you first received it. It must also be in the original packaging.
Once your return is received and inspected, we will send you an email or reach out via telephone to notify you that we have received your returned item. If you have requested a refund, we will also notify you of the approval or rejection of this.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a reasonable time period.
Late or missing refunds
If you haven’t received a refund yet after 3 working days, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@tracetrax.com.
Remote Immobilisation Disclaimer
Please note that the remote immobilisation service is entirely dependent on the SMS (text) feature which mobile phone networks provide, and function may be impaired or disabled if the network service is interrupted or an outage occurs.
Tracetrax cannot accept responsibility for any network failure/interruption resulting in the loss of tracking data, interruptions to tracking services, or difficulties/inability to mobilise or immobilise vehicles.
We will also not be held liable for any loss of business or expenses incurred, as a result of any network failure/interruption.
Exchanges
Tracetrax offers exchanges for unused and undamaged trackers within 30 days of receipt. Here’s a breakdown of the policy:
Return Window:
- You have 30 calendar days from the date you receive your product to be eligible for an exchange.
- Exceptions may be made if the tracker is unusable due to hardware issues or firmware problems on our end.
Exchange Conditions:
- The tracker must be unused, undamaged, and in its original condition.
- All original packaging must be included.
Return Process:
- Initiate a return request by contacting Tracetrax customer support via info@tracetrax.co.
- Once approved, return the tracker following the provided instructions.
- Tracetrax will inspect the returned item upon receipt.
- You will be notified via email or phone regarding the approval or rejection of your exchange request.
- If approved, your replacement tracker will be shipped out as soon as possible.
Important Note:
- This policy applies to exchanges only. Information regarding returns for a refund may differ. Please refer to Tracetrax’s policy for full details.
Losses & Thefts
Tracetrax acknowledges that tracker loss or theft can be a stressful situation. Here’s a summary of our policy to help you understand your rights and responsibilities:
Loss and Misplacement:
- You are responsible for safeguarding your tracker once purchased.
- Tracetrax is not liable for misused, mishandled, or misplaced trackers.
- In such cases, refunds or exchanges will not be provided.
- Repairs (if possible) will incur a charge.
Tracker Theft:
- Tracetrax trackers are accurate and reliable, but some thieves may use GPS jammers to disrupt tracking.
- Tracetrax is not responsible for any vehicles / assets stolen due to GPS jamming or tracker removal.
- Tracetrax is happy to collaborate with law enforcement and share your tracking history upon request.
Minimizing Theft Risk:
- Utilize Tracetrax’s motion alerts, geofence breach alerts, and low battery/disconnect alerts to deter theft (refer to the Software Solutions section for details).
Recommendations:
- To ensure peace of mind, consider theft insurance for your vehicle in addition to using Tracetrax trackers.
- Proactively take steps to prevent theft using Tracetrax’s motion, geofence, and low-battery alerts.
Remember, tracker security is your responsibility. By following these guidelines and using Tracetrax’s security features, you can maximize your tracker’s effectiveness.
Tracking fees
Tracetrax GPS trackers are designed for self-monitoring by customers. While our team strives to check in with customers regularly, we cannot actively monitor all trackers due to resource limitations. This is communicated clearly during purchase.
Refunds and Faulty Trackers:
- Tracetrax will not issue refunds for tracking fees incurred during a period when your tracker malfunctioned if you did not report the fault.
- The onus is on you to monitor your tracker and report any issues to ensure you receive accurate tracking data and avoid unnecessary fees.
Recommended Monitoring Tools:
- Tracetrax offers features to assist you in self-monitoring:
- Motion alerts
- Geofence breach alerts
- Low battery/disconnect alerts
- Refer to the Software Solutions section of their website for details on these features.
By being proactive and utilizing Tracetrax’s monitoring tools, you can ensure you’re notified of potential tracker faults and avoid unnecessary tracking fees
Shipping returns
To return your product, you can Contact us for our current United Kingdom mailing returns address.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Tracetrax are not responsible or liable for lost or damaged shipments, neither in the case of us dispatching the items, nor in the case of yourself dispatching the items.
Need help?
If any information contained within this Refund and Returns Policy is unclear or if you simply have more questions, please feel free to contact our friendly and helpful team, at info@trackit247.com. Alternatively, please call us on 0330 133 1730.