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Refund policy

Last updated: June 18, 2026

Return, Refund & Warranty Policy

If you are not completely satisfied with your purchase and wish to return your item, Copenhagen Trackers ApS provides a 30-day return policy starting from the calendar day you receive your physical order delivery. In accordance with European Union consumer law and the statutory 14-day cooling-off window, you maintain a non-negotiable right to cancel or return your order for any reason without justification. At Copenhagen Trackers, we proudly extend this protection window to a total of 30 days for our webshop customers.

CRITICAL REQUIREMENT: All digital return requests must be formally initiated and executed through our official portal at returns.cphtrackers.com. Any hardware returns or warranty claims dispatched outside our official return infrastructure are handled at the sole financial, transit, and loss liability of the sender, and our support infrastructure will be unable to track, process, or resolve your claim.

All change-of-mind return shipping costs are covered exclusively by the customer. Because our physical facility is shared with other commercial entities, we cannot accept Cash on Delivery (COD) shipments, personal hand-deliveries, or returns dispatched to localised parcel shops. Packages sent to parcel shops will not be collected and will automatically return to the sender at their expense.

Please note: Return eligibility and financial processing tracks depend entirely on where your original purchase was finalised. Please review the specific channel rules below.

1. Direct Webshop Orders (cphtrackers.com)

For tracking hardware purchased directly from our official webshop, we maintain our comprehensive 30-day return window. To qualify for a successful change-of-mind refund, you must satisfy the following parameters:

Pre-Return Compliance Checklist:

  • The product must be in the exact pristine condition as originally received;
  • The hardware must display no visible operational marks, structural scratches, or technical faults caused by user wear;
  • The original invoice or an unaltered copy indicating the purchase date and device identifier must be enclosed in the package;
  • The product must be packed securely within its original retail box containing all original documentation, manuals, and layout elements.

Return Portal Execution

Once you verify that your hardware meets the checklist parameters, log into returns.cphtrackers.com to request your official label. A localised return fee applies to cover platform shipping and logistics processing, varying by destination country. If your specific country is not dynamically represented inside our automated portal dropdown, please stop shipment and contact our support desk immediately at +45 33 60 20 10 or via support@cphtrackers.com.

2. Authorised Marketplace Orders (e.g., Amazon)

For tracking hardware purchased on third-party digital marketplaces where Copenhagen Trackers acts as the direct primary distributor, the exact same physical product condition requirements apply as detailed in the webshop section above.

Platform Return Logic

Because third-party marketplace networks restrict data and payment processing to their own digital portals, we cannot process your automated return through our proprietary portal. Instead, you must log into the respective marketplace platform and initiate an official return request through their interface. We reserve the absolute right to reject or refuse marketplace returns executed or shipped to our facility without formal notification and approval through the marketplace framework. Please verify that your invoice shows Copenhagen Trackers as the primary seller, as we are legally unable to refund items purchased through unauthorised third-party marketplace distributors.

3. Independent Retailer & Reseller Orders (e.g., Aldi)

Copenhagen Trackers ApS cannot accept, log, or financially process returns for products purchased through independent brick-and-mortar retailers or external commercial resellers. Your purchase contract lies directly with that specific retailer. Please contact the original customer service department of the reseller where you purchased the item to execute your return or claim under their commercial store policies.

Experiencing Technical Problems? If you are simply experiencing configuration issues or firmware difficulties with your tracker, please reach out to us before approaching the reseller. Our engineers are always ready to help optimise your hardware! Contact us at +45 33 60 20 10 or support@cphtrackers.com.

Product Verification & Asset Deterioration Rules

You maintain the right to open, inspect, and evaluate the tracking unit in the exact same manner as if you were testing a product inside a physical retail shop. You are only legally liable for any depreciation or financial deterioration of the goods caused by handling that goes beyond what is necessary to determine the direct nature, inherent characteristics, and standard functioning of the tracker.

Deductions and Usage Allowances

If an asset is returned to our facility and deemed utilised beyond its original nature, such as showing permanent exterior wear, battery terminal damage, or mounting alterations, we will classify the hardware as used and maintain the explicit statutory right to issue only a partial refund or deny the claim based on the remaining commercial value. Naturally, you are welcome to turn on the tracker, pair it with the app ecosystem, and evaluate software settings. However, we strongly advise against mounting the tracker using double-sided foam tape or adhesive backing if you are uncertain about keeping the device, as tape residue or surface stripping will trigger a partial refund reduction.

Note: If a tracking device was purchased during a promotional campaign or via an authorised discount code, any approved financial refund will strictly match the exact net amount paid by the customer at checkout.

Warranty Claims and Material Defect Protocols (RMA)

Please audit your tracking package immediately upon receipt. If your item arrives physically broken, structurally defective, or misaligned with your invoice parameters, contact our support team immediately to open a formal case.

The Step-by-Step RMA Validation Chain

  1. Submitting the Technical Claim: Contact our support department at support@cphtrackers.com. To comply with data minimisation guidelines under the GDPR while validating your hardware, please provide only your account username, a brief technical description of the fault, and the unique device ID/IMEI identifier printed on the hardware casing. Do not send unencrypted personal data profiles.
  2. Internal Technical Analysis: We aim to analyse your claim and respond with informative details within 3 business days. We review background diagnostic logs to attempt server-side optimisation before requesting physical transit.
  3. Approved RMA Transit: If our support team validates a legitimate manufacturing material or structural defect, you will be sent a unique, secure credential link resolving to our portal (returns.cphtrackers.com). Here, you can generate a pre-paid logistics shipping label free of charge. As Copenhagen Trackers assumes the financial transport cost for valid defects, we maintain the right to select the optimal postal carrier available in your region.
  4. Post-Reception Evaluation: Upon receiving the device at our service facility, our technicians will confirm the origin of the technical abnormality and contact you to state whether the hardware will be repaired or replaced with a new unit.
  5. Operational Turnover: We maintain a processing window of up to 7 business days from physical reception to complete mechanical repairs or configure a fresh replacement unit before shipping the hardware back to your address.

Explicit Warranty Exclusions (Tampering & Battery Rules)

Copenhagen Trackers provides a standard 2-year manufacturer warranty against defects in materials and technical workmanship, running exactly 24 months from the date of initial commercial purchase. Our warranty explicitly does NOT cover abnormalities, hardware damage, or data failures resulting from user error or negligence. Warranty coverage is immediately voided in the following scenarios:

  • Hardware modifications, unauthorised housing dismantling, structural tampering, re-soldering, or antenna manipulation;
  • Liquid ingress or internal water damage caused by a failure to securely tighten the rear enclosure screws crosswise to re-engage the internal sealing gasket and preserve the IP66 weatherproof rating;
  • Corrosive battery leakage or deployment of unapproved power cells.

⚠️ CRITICAL BATTERY SAFETY WARNING (COBBLESTONE 2.0): Do not mix partially discharged and fresh batteries. Do not mix different battery brands or battery chemistries (e.g., never mix standard Alkaline cells with 1.5V Lithium cells). Mixing cells can trigger rapid internal chemical imbalances, severe electrolyte leakage, explosive thermal runaway, or structural fire hazards. Any engineering damage resulting from a violation of these battery management protocols voids all statutory claims and RMA rights.

Financial Refund Processing Timeframes

Standard Returns: Once our fulfilment center receives your package and verifies its compliance with our original condition rules, your financial refund is initialised immediately.

Approved Warranty Refunds: If a defect is validated and you explicitly opt for a financial refund instead of a hardware replacement during your support ticket correspondence, the credit will be issued straight to your original payment method within 10 business days. Please note that processing times vary between banking institutions and credit card companies. If more than 15 business days have elapsed since your return or claim received formal support approval, please escalate the delay to our customer care team at +45 33 60 20 10 or support@cphtrackers.com.

Official Dispute Resolution and Consumer Complaints

If you wish to log an official complaint regarding our organisation or our commercial service delivery in relation to an online purchase, you may contact the relevant independent national dispute resolution bodies detailed below:

Lead Authority (Denmark):
Nævnenes Hus – Center for Klageløsning, Carl Jacobsens Vej 35, 2500 Valby, Denmark.
Digital Filing Portal: www.forbrug.dk

European Union Residents (Outside Denmark):
Directorate-General for Justice and Consumers, European Commission, 1049 Bruxelles/Brussel, Belgium.
Official Online Dispute Resolution (ODR) Platform: http://ec.europa.eu/consumers/odr/

Norway Residents:
Forbrukertilsynet (Consumer Authority), Postboks 463 Sentrum, 0105 Oslo, Norway.
Digital Filing Portal: www.forbrukertilsynet.no

Switzerland Residents:
Konsumentenschutz (Swiss Consumer Protection), Nordring 4 - Postfach, 3001 Bern, Switzerland.
Digital Filing Portal: www.konsumentenschutz.ch

United Kingdom Residents:
Citizens Advice and Alternative Dispute Resolution (ADR) framework, 3rd Floor, 1 Easton Street, London, WC1X 0DW, England.
Digital Filing Portal: www.citizensadvice.org.uk/consumer/

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