Replacement, refunds and warranty

The seven-day replacement window

If a ZeroLoss tracker arrives damaged, faulty, incomplete or simply is not the item you ordered, tell us within 7 days of delivery and we will replace it free of charge, shipping included.

This is a replacement policy, not a change-of-mind return: a tracker pairs to your account the first time it is set up, so a used unit cannot be resold. If a replacement is unavailable we refund you in full instead — you are never left holding a broken device.

Condition we need it in

• The tracker itself, undamaged and not physically modified
• The original box, the mounting pad and the spare battery
• The adhesive pad may be used — we expect you to have tried it

A tracker that has been drilled, glued permanently in place, cut open or submerged is not replaceable under this policy, because the damage is not a manufacturing fault.

How to start a replacement

Email us at the address on the contact page with your order ID, one line about what went wrong, and two or three photographs of the problem. We will reply with a pickup address and instructions. Please do not ship anything back before you have that reply, or we may not be able to match the parcel to your order.

Who pays the shipping

We do. Pickup and redelivery are free for a damaged, faulty, incomplete or wrongly shipped order. There is no restocking fee.

When we refund instead

You get your money back rather than a replacement if the order never arrives, if you cancel before it is dispatched, or if we cannot supply a replacement. Refunds are issued within 2 business days of that being agreed, to the original payment method; your bank typically takes a further 5–7 business days to post it. That bank leg is outside our control, which is why the total can feel slow even when we have already refunded.

The six-month warranty

Every ZeroLoss tracker is covered for 6 months from delivery against manufacturing defects — a unit that will not pair, will not hold a battery, or fails on its own. We repair or replace it; if we cannot do either, we refund it.

What the warranty does not cover

• Physical damage from a crash, a fall or a crush
• Water damage beyond the IP67 rating, such as submersion or pressure washing
• A flat coin cell — that is a consumable, not a fault
• Loss or theft of the tracker itself
• Any unit that has been opened or modified

One thing the warranty cannot cover

The warranty covers the device. It does not cover your vehicle. If your car or bike is stolen and the tracker did not help you recover it — because no phone passed near it, because the battery had run flat, or because the thief found and removed it — that is not a product defect and it is not something we can compensate. A tracker is a locating aid, not insurance. Please keep your vehicle insured on its own terms.