Return and Refund Policy
If you are not satisfied with your product and wish to return it, we have a 30-day return policy* — starting from the day you received your order.
In accordance with the European Union 14-day cooling off period, it is your right to cancel or return the order within 14 days, for any reason and without justification. At Copenhagen Trackers we extend this period to a total of 30 days.
See more below regarding eligibility and processing.
Returns must be made through our return portal: returns.cphtrackers.com, where you will be guided through the individual steps. NOTE: Any returns made outside of our return portal cannot be accept in accordance with our Payment & Delivery Terms.
All shipping costs for returns are covered by the customer. We are housed among other companies and cannot accept COD, personal deliveries, nor accept returns to parcelshops — these will not be picked up.
*Please note that return eligibility depends on the individual conditions of where the purchase was made. Whether through our 1. Webshop, a 2. Marketplace, or 3. Reseller. As such, we kindly ask that you carefully read the below conditions.
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1. Return Webshop Orders
(Copenhagen Trackers)
For orders placed in our web shop (cphtrackers.com), we carry a 30-day return policy. The following section details how and when you are eligible for a return on our webshop.
Checklist:
Before returning the product you must ensure that:
• The product is in the same condition as when received.
• There are no visible marks or technical faults due to usage.
• The original or a copy of the invoice is included in the return shipment.
• The product can be returned in its original packaging containing all original elements.
Return Portal
After checking that you fulfil these requirements, the order must be returned via our return portal: returns.cphtrackers.com. Returns made outside of our return portal will not be accepted.
Use the appropriate return form to request the return and get a shipping label.
We carry a return fee to cover shipping and handling depending from where your are returning your package.
If you are not seeing your country represented in our return portal, please get in touch with our support: +45 33 60 20 10 // support@cphtrackers.com
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2. Return Marketplace Orders
(Amazon)
For orders placed on Marketplaces (For example: Amazon) where we were the distributor, the same eligibility and return conditions apply as with web shop orders (See the above section).
Return Portal
As marketplaces often operate solely on their own platform, we cannot require for the return to be made via our own return portal. However, returns must subsequently be made through the individual marketplace's individual return flow.
Legally we are not obliged to handle any returns that are made without notice.
Please ensure that we were the main distributor of your Marketplace order, as we cannot refund a purchase that was made through another distributor.
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3. Return Reseller Orders
(Aldi)
We are not able to accept or handle returns of products purchased through one of our resellers. Please get in touch with the original reseller with which you purchased our product.
Experiencing Problems?
If you encounter technical difficulties with the product, please get in touch with our customer service — we are always ready to help!
+45 33 60 20 10 // support@cphtrackers.com
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Product Condition & Return Eligibility
You are permitted to try and use the item in the same way as if you tried it in a physical shop. As such, you are only liable for any deterioration caused by handling the product in a way that would be considered beyond its original nature, characteristic, and functioning.
Refund Amount
If a product is deemed beyond its original nature, characteristic, or functioning we will consider it used and we will retain the right to partly refund your purchase.
If purchased during a campaign or with a discount, the refund will still be only be up to that of the amount paid by the customer.
Naturally, you are welcome to activate the tracker and play around with the settings. However, we recommend that you do not place the tracker with foam tape if you are unsure whether you will keep it.
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Claims
(Product Damages or Issues)
If after having received a product, please contact us immediately if the item is defective, damaged, or if the item received was not what you originally ordered.
It is our top priority to effectively handle and resolve your issue.
Claims can arise from various scenarios, including product defects, damages received during shipping, or discrepancies in the individual device as expected with technology.
RMA Process
To ensure timely and accurate handling of a claim, just send us an email to start your RMA/warranty case.
- Submitting the Claim
When contacting our support at support@cphtrackers.com, please include the ID/IMEI number of the device that is experiencing the issue. Also include your username and a brief explanation of the issue. -
Responding to the Claim
We aim to respond within 3 business days to a claim submission, and will start analysing your problem prior to getting back. As such, we ask for your patience so that we can return with relevant and information details regarding your case.
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Your Claim is Approved
If you claim is found eligible for repair or replacement, you will be sent a unique link to our return portal (returns.cphtrackers.com). Here you will fill out your information and be provided with a shipping label, free of charge.
As we are paying for the shipment, we withhold the right to choose the transporter, ensuring that it is available within your country.
3.1. After receiving your defect product, support will inform you of whether it will be repaired or a replacement will be sent.
Customers must use our return portal via the provided unique link. Copenhagen Trackers cannot be held liable for reception of packages or products sent outside of our own system.
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Your Claim is Denied
The warranty of the product covers defects and abnormalities associated with manufacturing, proper technical function, service of and delivery of the product — two years from the date of purchase.
Our warranty does not cover defects or abnormalities caused by the user. For example, incorrect usage or installation, modifications or tampering with the technology, lack of network connectivity in inaccessible areas, or empty batteries due to regular usage.
- Your Claim is Returned
We maintain the right to use 7 business days, starting from the day the product was received, to handle repairs or sending a replacement before shipping your product back.
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Refunds
Returns:
Once we have received your package and ensured that the product lives up to our requirements of original condition, your refund will be processed immediately.
RMA/Warranty Cases:
When your damaged or defect product has reached us, and we have assessed the origin of the defect, a repaired or replacement unit will be shipped immediately. If you want a refund, this must be stated in the correspondence with the support agent.
Payment will be refunded via your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process the refund.
If more than 15 business days have passed since we've approved your return or claim, please get in touch with customer service: +45 33 60 20 10 // support@cphtrackers.com
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Complaints
If you want to file a complaint about our organisation and how we run our business in relation to having purchased a product from our webshop, please see the following:
The Danish Competition and Consumer Authority
Carl Jacobsens Vej 35
2500 Valby
Denmark
Link: www.forbrug.dk
For EU residents outside of Denmark:
Directorate-General for Justice and Consumers European Commission
1049 Bruxelles/Brussel
Belgium
Link: https://commission.europa.eu/index_en
For customers residing in Norway:
Consumer Disputes Commission
463 Sentrum
0105 Oslo
Norway
Link: https://www.forbrukerradet.no/
For customers residing in Switzerland:
Swiss Consumer Protection
Nordring 4 - Postfach
3001 Bern
Switzerland
Link: https://www.konsumentenschutz.ch/
For customers residing in the UK:
Citizens Advice and Alternative Dispute Resolution (ADR)
Citizens Advice, 3rd Floor, 1 Easton Street
Wc1X 0DW - London
England
Link: https://www.citizensadvice.org.uk/consumer/