This article is intended for people who would like information about the exchange procedure. If your request concerns a technical question, a configuration problem, or general assistance with one of our products, please search our Help Center by clicking here.
We understand how important it is to have a working GPS Tracker Pro Max, and we apologize for any inconvenience you may have experienced. Our warranty specifically covers manufacturing defects and malfunctions during the defined warranty period of 2 years from the original date of purchase. Replacing a lost or stolen GPS Tracker Pro Max is not covered by our warranty.
- What is a manufacturing defect? When the tracker reaches you with material damage or corrosion before it has been set up.
- What is a tracker malfunction? If the tracker does not work properly and no environmental factor is the cause, we consider it a malfunction covered by the warranty.
💡 The goal of an exchange is to solve a problem in order to ensure that you have a reliable anti-theft tracking device! If the underlying problem is environmental in origin, a replacement product will be damaged again, leaving you stuck and frustrated.
No exchange request will be accepted before a diagnosis. Indeed, each exchange is decided on a case-by-case basis. Our warranty covers trackers purchased for use in covered areas. Trackers purchased for use in uncovered areas are not eligible for an exchange. Instead, we recommend that you take advantage of our 30-day trial period. If you find that the environment for which the GPS Tracker Pro Max was purchased is not reliable due to a lack of network coverage, you can return the tracker as long as it complies with our return conditions available here.
Here are some examples that may help you understand which trackers may be eligible for an exchange and which are not:
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A responsive tracker stops communicating and the user quickly contacts support — After analyzing the tracker's data, our support team will be able to determine whether the tracker has a malfunction and will be able to quickly initiate the exchange procedure.
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A tracker is used regularly and suddenly becomes unresponsive (no longer charges, no longer restarts) — This tracker may be eligible for an exchange after verification of the problem. We will ask you for a clear video of the tracker charging, showing the LED indicator, as well as it restarting, and we will ask the user to perform a test in order to make sure that this tracker is not experiencing a technical issue that could be resolved.
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A tracker was left in an overheated car (beyond the operating temperatures, i.e. more than 40°C) and now has difficulty holding its charge. — This tracker is not eligible for an exchange due to its environment. A replacement product would not solve this problem and would be damaged again. In certain special cases, we may offer a discount on a new purchase.
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A tracker was exposed to liquids beyond its water resistance or is visibly damaged beyond normal wear and tear — This tracker is damaged beyond what is covered by the warranty and is not eligible for an exchange.
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A tracker is used in an area with poor network coverage. — Trackers used in regions without network coverage will not be exchanged. Indeed, the problem would not be solved by a replacement product. However, we will guide you to make the best decision regarding stopping the use of your tracker if you are within your 30-day refund period.
We understand that damaging, losing, or having a GPS Tracker Pro Max stolen can be frustrating, and we sympathize with your situation. Although we cannot provide a replacement product free of charge, we would be happy to help you purchase a new tracker at the usual price. Our customer service can guide you through the available options and provide you with all the necessary information regarding the purchase of a new tracker.
We are committed to ensuring your satisfaction and making this process as simple as possible for you. If you have any additional questions or need clarification, please do not hesitate to contact us.
We thank you for your trust and look forward to supporting you with your future needs.