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 that the order was received.
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 to our address through a valid postal service and are to be covered by the customer. We are housed among other companies and cannot accept personal deliveries, nor accept returns to parcelshops — these will not be picked up.

Copenhagen Trackers ApS
Vibækvej 100
5690 Tommerup
Denmark

*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 Webshop (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.

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.

After checking that you fulfil these requirements, the order must be returned to our address. Please note that returns to a nearby parcelshop are not accepted. 

Use the appropriate return form to request the return and to print a shipping label. 
We carry a return fee to cover shipping and handling: 
• 49.00 DKK • €6.50 • 70 SEK •  75 NOK
12.85 BGN • 6.00 CHF • 2.650.00 HUF • 28.00 PLN • 33 RON

• Return-Form (Denmark)
• Return-Form (Germany)
• Return-Form (Italy)

We are still in the midst of creating our return-forms, please get in touch with customer support if you do not see your country. 
+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 webshop orders (See the above section).

Please ensure that we were the main distributor of your Marketplace order, as we otherwise will have limited possibilities for handling your return. 

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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. 

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. 

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 half 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.

To ensure timely and accurate handling of a claim, please take note of our process and include necessary information when submitting a claim: 

1. Submitting the Claim
   When contacting our support either through +45 33 60 20 10 or 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.
   
   
2. 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.
   
   
3. Your Claim is Approved
   If you claim is found eligible for repair or replacement, you will be sent a shipping label, free of charge, to return your defect product. Customer service will inform you of whether repair or replacement will take place. 
   
   Customers must use our portal for return, as Copenhagen Trackers cannot be held liable for reception of packages sent outside of our own system.
   
   
4. 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.
   
   
5. Your Claim is Returned
   We maintain the right to use 7 business days, starting from the day the product was received, to handle repairs of your device until shipping your product back.

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Refunds

Once we have approved your return or claim, you will automatically 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/