Return & refund policy

1.0 Summary

• 30-day return window on all hardware from the date of delivery.
• Full refund or replacement for faulty, defective or incorrectly supplied items.
• 12-month manufacturer warranty on every device against defects in materials and workmanship.
• Free return shipping for faulty or incorrectly supplied items.
• Original packaging required for change-of-mind returns.

2.0 Eligibility for return

You may return hardware purchased from the MapTrack store within 30 days of delivery if:

• The product is faulty, defective or damaged on arrival.
• The product does not match the description on our website.
• The wrong item was shipped to you.
• You have changed your mind and the product is unused, in its original sealed packaging, and in resalable condition.

Returns requested after the 30-day window may be considered under our 12-month manufacturer warranty (see section 5.0).

3.0 Items that cannot be returned

For health, safety and resale reasons, the following items are not eligible for change-of-mind returns:

• Custom-printed QR labels or asset tags personalised with your branding, logo or asset numbers.
• Hardware that has been installed, hardwired into a vehicle or visibly used.
• Devices with activated SIM data plans where data has been consumed beyond a reasonable test (more than 100 MB).
• Items returned without the original packaging, accessories or documentation (for change-of-mind returns).

These restrictions do not affect your rights under the Australian Consumer Law for products that are faulty, unsafe or not of acceptable quality.

4.0 How to request a return

To start a return, contact our team within 30 days of delivery:

• Email support@maptrack.com with your order number and the reason for return.
• Or visit our contact page to submit a request.

Our team will respond within one business day with a Return Merchandise Authorisation (RMA) number and return shipping instructions. Please do not return any item without an RMA, as we may not be able to process it.

Return shipping costs: If the return is due to a fault, defect or our error, MapTrack covers return shipping. For change-of-mind returns, the customer is responsible for return postage to our Australian distribution centre.

5.0 Manufacturer warranty (12 months)

All MapTrack hardware is covered by a 12-month manufacturer warranty from the date of delivery. The warranty covers defects in materials and workmanship under normal use conditions.

The warranty does not cover damage caused by:

• Accident, misuse, neglect or unauthorised modification.
• Improper installation, including hardwired installations not performed by a qualified auto electrician.
• Exposure to conditions outside the published environmental ratings (for example, submerging a non-IP67 device).
• Normal wear and tear, including battery degradation.

Extended warranty options are available for enterprise deployments. Contact our sales team for details.

6.0 Refunds and processing time

Once we receive and inspect your returned item, we will notify you of the outcome by email. Approved refunds are processed within 5 business days back to the original payment method. Depending on your bank or card issuer, the funds may take a further 3 to 10 business days to appear on your statement.

Refunds include the full purchase price of the returned items and any taxes paid. Original outbound shipping fees are refunded only when the return is due to our error or a faulty product.

7.0 Replacements and exchanges

If you would prefer a replacement instead of a refund for a faulty item, we will ship a like-for-like replacement at no additional cost once the original item has been received and inspected. Where stock is unavailable, we will offer a full refund or an alternative product of equivalent value.

8.0 Order cancellations

You may cancel an order at no charge any time before it has been dispatched from our warehouse. Once an order has shipped, it will be treated as a return under sections 2.0 to 6.0 above. Custom-printed QR label orders enter production immediately and cannot be cancelled once printing has begun.

9.0 Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits or excludes your rights under the Australian Consumer Law.

10.0 Contact us

For any questions about this Return & Refund Policy, please contact:

Asset Operations Pty Ltd
ACN 684 267 098
Email: support@maptrack.com
Web: maptrack.com/contact