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Return and Refund Policy

For webshop orders

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Please note that we only accept returns for products that have been purchased directly through our website, cphtrackers.com. Unfortunately, we are unable to process returns for items that have been bought in-store at one of our resellers.

Please return the tracker to the address below:

Copenhagen Trackers ApS
Vibækvej 100
5690 Tommerup

Please attach a copy of your original order confirmation or invoice.

If you have ordered from Germany or Denmark, please use our return forms below for requesting a return and printing a shipping label.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Condition of the product, when returning it.
You are only liable for any deterioration in the value of the goods caused by handling other than that necessary to determine the nature, characteristics and functioning of the goods. In other words - you can try and use the item in the same way as if you tried it in a physical shop.

If the item is used on beyond what is described above, we will consider it used, which means that if you cancel your purchase, you will only get part or none of the purchase price back, depending on the commercial value of the item.

So, to receive a full refund, you must do the same as you would in a physical shop. You may try the product, but not actually use it.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new items.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us.


Complaints - overview and links
If you have a complaint about a product purchased in our Webshop, you can send a complaint to:

The Competition and Consumer Authority's Centre for Complaints Resolution
Carl Jacobsens Vej 35
2500 Valby
Link: www.forbrug.dk

If you are a consumer residing in another EU country, you can register your complaint in the EU Commission's online complaint platform. The platform can be found here: http://ec.europa.eu/consumers/odr/ 

Claims

Claims handling is a critical aspect of customer service in Copenhagen Trackers. Effective claims handling ensures that you as a customer receive timely and satisfactory resolutions to your issues.

Claims may arise from various scenarios, including product defects, damages during shipping, or discrepancies in the functionality of the device.

To ensure timely and accurate handling or claims, claims are handled in these steps:
  1. Users and customers with claims must contact our support at [email protected] - your e-mail should contain the ID / IMEI number of the device(s) in questions, your username as well as a brief explanation of the issue at hand.
  2. Our support will respond to your request within 3 business days - please remain patient and allow our staff time to analyse and respond to your claim.
  3. You will receive a link for our return portal, if your claim is eligible for a repair, from which you can order a shipping label to return your product(s) to us.
  4. Users must use our return portal for all returns to ensure proper reception and handling of the claim. Copenhagen Trackers ApS does not guarantee reception of packages send outside of our return systems.
  5. If your claim is valid but ineligible for a repair, we will send you a replacement product. Please notice that shockproof trackers such as Cobblestone SP and Cobblestone PRO are not eligible for repairs and are therefor not accepted as returns.
  6. We will repair or return your product within 7 business days upon reception.
  7. Your claim is invalid if the warranty of the product is void. The warranty of the product covers defects and abnormalities associated with the manufacturing, service of and delivery of the product two years from your purchase.
  8. The warranty does not cover: any damages, defects or abnormalities that are caused directly or indirectly by the user, e.g. incorrect use or installation, modifications to the product, lack of network connectivity or empty batteries due to usage.
  9. Upon reception of a tracker that does not meet the warranty requirements, the user is subject to a handling fee of €20 covering expenses associated with the delivery and handling of the package or is offered an alternative solution such as a battery exchange or replacement product at the users expense, which will replace the handling fee.