Returns Policy

Introduction

Thank you for choosing TG Tracking. We want you to be fully satisfied with your purchase of our GPS tracking devices and accessories. This Return Policy outlines the conditions under which products can be returned or exchanged, and the process to do so. This policy applies to purchases made directly from TG Tracking (via our website or sales representatives). If you purchased TG Tracking products through an authorized reseller or third-party retailer, please consult their return policy, as you may need to process returns with them directly. By making a purchase from us, you agree to this Return Policy in addition to our Terms and Conditions.

30-Day Unopened Product Returns (Change of Mind)

If you have purchased a TG Tracking hardware product and decide you do not want it, you may request a return for a refund within 30 days of the date of purchase (or the date you received the product, if later), provided the following conditions are met:

• Unopened and Unused: The product must be in its original, unopened packaging, and in brand new, resalable condition. The seal or shrink wrap on the package must not be broken. You should not have inserted the SIM or powered on/activated the device.
• Original Contents: All components originally included in the box must be present (device, accessories, cables, manuals, etc.), and all packaging materials, inserts, and labels should be intact.
• Proof of Purchase: You will need to provide a valid proof of purchase (order number, receipt, or invoice from TG Tracking) showing the purchase date. The return request must be made by the original purchaser or gift recipient with proof.

To initiate a return for an unopened product, please contact our Customer Support at [email protected] within 30 days of purchase. Once we approve the return, we will provide you with an RMA number and return instructions. Returns without an RMA may not be accepted. You must ship the product back to us within 14 days of RMA issuance.

If these conditions are met, we will issue a refund of the product’s purchase price. Original shipping charges (if any) are non-refundable. Please note that if the product shows signs of use or the packaging is significantly damaged or missing components, we reserve the right to refuse the return or to charge a restocking fee at our discretion.

Defective or DOA Products (14-Day Replacement)

We stand behind the quality of our products. If your TG Tracking device or accessory arrives defective, is not functioning out of the box, or fails within the first 14 days of use (Dead on Arrival or early-life failure), you are eligible for a replacement at no additional charge:

• Eligibility Window: You must notify us of the issue within 14 days of the delivery date (or purchase date if picked up directly).
• Verification of Defect: Our support team may troubleshoot with you to confirm that the product is likely defective (for example, checking power, activation steps, etc.). Please cooperate with any reasonable troubleshooting steps.
• Unused vs. Minimal Use: Ideally, the product should have failed upon first use or shortly thereafter. If the product has visible physical damage caused by misuse, or if it was subjected to conditions outside its specifications (e.g., water damage if not waterproof, or improper power connection), it may not be eligible as “defective” under this policy (such cases may fall under warranty but not immediate replacement).
• Return of Defective Unit: We will arrange for the defective item to be returned to us. In many cases, we will provide you a prepaid shipping label for the return (for customers in the same country or region of purchase). For international customers, we will coordinate the most cost-effective way – either by sending a label or reimbursing reasonable return shipping cost, or in some cases, may not require a return if the item is not economically returnable.

Once we receive the defective unit (or in some cases, once the return shipment is in transit and we have tracking), we will process and ship out a replacement unit of the same model, at our cost. If the exact model is not available, we will notify you and may offer an equivalent or upgraded model as a replacement, or a refund if no suitable replacement is available. The warranty period for the replacement unit will continue from the original purchase date (replacement does not restart the 12-month warranty clock, except as allowed by law).

If you urgently need a replacement, one option is for us to charge a temporary deposit and ship the replacement immediately, and then refund that deposit once we get the defective unit back. Our support can discuss options to minimize your downtime.

Returns Process

To ensure a smooth return or exchange, please follow these steps:

1. Contact Support: Email [email protected] or call our customer service (contact info on our website) to request a return or report an issue. Provide your order number, the item(s) you wish to return, and the reason for return (e.g., unopened return, defective, incorrect item received, etc.). For defects, please describe the problem and steps taken to test it.
2. Receive RMA: Our team will determine eligibility and, if applicable, issue a Return Merchandise Authorization (RMA) number along with return instructions. The RMA will be valid for a certain period (typically 10-14 days). We reserve the right to reject returns that are not pre-authorized or not sent back within the RMA validity period.
3. Pack Carefully: If possible, use the original shipping box and packing materials. If those are not available, pack the item securely in a sturdy box with adequate padding to prevent damage in transit. Include all items that came with the product (unless instructed otherwise). Write the RMA number on the outside of the package or include it inside as per the instructions.
4. Shipping the Return: You are responsible for return shipping on voluntary returns (change-of-mind). We advise using a trackable shipping method with insurance for the value of the item, as you are liable for any loss or damage during return transit. For defective returns where we provide a label, use that label and drop off the package as instructed.
5. Proof of Shipment: If you arrange shipping, keep a copy of the shipment tracking number and proof of postage. This is important in case the package is lost or delayed so we can verify you sent it within the allowed time.
6. Inspection: Once the return arrives at our facility, allow a few business days for inspection. We will verify the contents and condition. If the return is approved, we will proceed with the refund or replacement. If there are any issues (e.g., product missing, or returned item is damaged beyond what was claimed), we will contact you to discuss resolution.

Refunds

For returns that result in a refund (rather than replacement):

• Amount: If you returned an unopened product within 30 days, the refund will be for the full purchase price of the product, excluding any shipping fees paid at purchase (shipping fees are non-refundable, except if the return was due to our error). If the product was opened or used and we exceptionally allowed a return, the refund amount may be subject to a restocking or usage fee (typically 15-20%) depending on product condition. We will communicate any such deductions before finalizing the refund. Defective product returns for refund (when a replacement is not possible) will generally be refunded in full, including original shipping if the entire order is returned due to defect.
• Method: Refunds will be issued to the original payment method used in the transaction. If you paid by credit card, the refund will go back to that card. If the original account is closed (e.g., card expired), please inform us so we can make alternate arrangements.
• Timing: Once we process the refund on our end, it may take 5-10 business days for the credit to appear, depending on your bank or credit card issuer’s policies. We will send you a confirmation email when your refund has been processed. If you don’t see the credit after 10 days, please contact your bank first, and then let us know if there’s an issue.

Please note: If your purchase included a bundle or promotional pricing (for example, “buy 5 get one free” or discounted package deals), and you are returning part of that bundle, your refund may be adjusted. We will explain any such scenario when you contact us.

Exchanges

Currently, we handle exchanges by processing a return and issuing a refund, and then asking you to place a new order for the desired item. This ensures clear tracking of inventory and payments. If you simply ordered the wrong item and wish to exchange for a different model, please follow the return process above for the original item (if eligible) and then place a new order for the correct item. You can do this simultaneously to save time, rather than waiting for the refund, if you wish. We cannot automatically apply funds from one purchase to another due to accounting reasons.

If the exchange is due to a mistake on our part (e.g., we shipped the wrong product), we will cover all shipping costs for return and replacement, of course, and send out the correct item promptly with apologies for the inconvenience.

Non-Returnable Items

Some items are not eligible for return, including:

• Software or Digital Services: Any software licenses, digital subscriptions, or service fees that have been activated or delivered (for instance, if you bought a software add-on or extended service plan and it was already applied to your account). Such sales are final after activation.
• Opened SIM Cards or Data Plans: If our devices come with pre-installed SIM cards or if you purchased a standalone SIM/data plan from us, once the SIM card is activated or removed from its packaging, it may not be returnable for a refund (apart from service cancellation per subscription terms).
• Bulk or Custom Orders: Large volume purchases or custom-configured items may have separate terms. Any restocking fees or non-returnable clauses for those will be communicated at the time of purchase.
• Clearance or “As-Is” Items: If any item was sold as final sale, clearance, or “as-is” (with cosmetic defects, etc.), those are not eligible for return unless defective.

Return Shipping Costs and Responsibility

As noted, for discretionary returns (when you simply change your mind or ordered incorrectly), you (the customer) are responsible for paying the return shipping costs. If we are providing a return due to our error or a verified defect within the initial period, we will pay for the return shipping (either by providing a prepaid label or by refunding your postage expense). If using our label, please send the package within the timeframe given. If arranging your own shipping, we recommend insuring the package for its value; any loss or damage during transit will be your responsibility, and we may not be able to refund or replace in such cases if the carrier doesn’t compensate.

For international returns: Please mark the package as “Returned Item” and with low customs value if possible, to avoid import duties on our side. We cannot accept COD (cash on delivery) return shipments; you must prepay the postage.

Warranty and Support

This Return Policy is separate from our product warranty. If you encounter issues with your product after the return period (30 days) has elapsed, you may still have remedies under our 12-month limited warranty. Please refer to our Terms and Conditions (Warranty section) or contact support. We will gladly assist with warranty claims for eligible repairs or replacements even when standard return windows are closed.

Changes to this Policy

We reserve the right to modify this Return Policy at any time, but any changes will only apply to purchases made after the effective date of the change. For purchases made prior to a change, the policy in effect at the time of purchase will govern (unless you agree to the new policy). The Last Updated date below indicates when this policy was last revised.

Contact Us

If you have any questions about our return process or need assistance, please contact us:

• Email: [email protected]
• Phone: (see our website’s contact page for the appropriate number for your region)
• Address for Returns: (We will provide the return address and RMA info during your return authorization process. Please do not send products back without obtaining an RMA, as they may not be recognized by our warehouse.)

We value our customers and aim to be fair and responsive in resolving any issues with your orders. Your satisfaction is important to us, and we’ll do our best to make things right within the scope of this policy.

Last Updated: November 10, 2025