Last Updated: 12.03.2025
These Terms & Conditions apply to all orders placed after the above date. Any orders placed prior to this date are governed by the version of the Terms & Conditions in effect at the time of purchase.

IMPORTANT!
It is imperative that the setup guide be followed step-by-step to ensure the device and app are set up correctly. Please make sure you have followed the instructions before contacting Roamr. Troubleshooting help and the setup guide are available here.

Roamr Returns & Refund Policy

At Roamr, we stand by the quality and reliability of our Roam Safe Pet Tracker. Our returns and refund policy complies with the Australian Consumer Law (ACL) to ensure fairness for both our customers and our business.

Change of Mind

We do not offer refunds or exchanges for change of mind. Please ensure the Roam Safe Pet Tracker meets your needs before purchasing. If you have any questions
about its features or suitability, contact us before placing an order.

Consumer Guarantees – Faulty or Defective Products

Under the ACL, you are entitled to a repair, replacement, or refund if the product:
✅ Has a major failure, meaning it is significantly different from what was advertised, unsafe, or non-functional.
✅ Has a minor failure that cannot be fixed within a reasonable time.

What Is NOT Considered a Fault?

❌ If the tracker functions as described, but does not meet personal expectations (e.g.,expected instant smartphone-like tracking speeds).
❌ If the product was misused, not set up correctly, or operated outside of
recommended conditions.
❌ If the issue is due to network availability or environmental factors that are beyond our control.

If you believe your product is faulty, please contact us at hello@roamr.co with a description of the issue. Our team will assess the claim and may request further information, photos, or troubleshooting steps before proceeding with a remedy.

Returns Process

1️⃣ Contact Us – Email hello@roamr.co with your order details and issue.
2️⃣ Assessment – We may provide troubleshooting steps to resolve the issue.
3️⃣ Return Approval – If a return is required, we will provide instructions.
4️⃣ Resolution – If the product is found faulty, we will offer a repair, replacement, or refund as per ACL guidelines.

For any questions regarding our policy, feel free to contact our support team. We’re
here to help!

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WARRANTY TERMS AND CONDITIONS


Proof of purchase (e.g., receipt or order confirmation) is required for all warranty claims.

Warranty Period

The warranty duration varies by product and begins on the date of receipt, as indicated by the courier's tracking number:
Roam Safe Pet Tracker - 12 Months
Battery - 12 Months
Charge Cable - 12 Months

Warranty Transferability

  • The warranty is non-transferable and applies only to the original purchaser.
  • If a product is replaced under warranty, the replacement product will inherit the remaining warranty period of the original purchase.
  • If returning a product to Roamr is not feasible, other inspection and repair arrangements can be discussed.

Warranty Exclusions

The warranty does not cover:

  • Normal wear and tear
  • Fire or water damage
  • Theft or misuse.
  • Improper use or unauthorized modifications (e.g., replacing the SIM card)
  • The rear of the device must not have been opened to access the SIM card unless explicitly advised by Roamr’s support team for troubleshooting purposes.
  • App performance issues or incompatibility due to updates made by third parties (e.g., Apple, Android) are not considered faults under our warranty.
  • Slight discrepancies in GPS location accuracy due to real-world factors (e.g., weather, terrain, buildings, network coverage) are not considered faults and are not covered under warranty.
  • Second-hand, rental, or leased products are not covered unless specified.
  • Service costs for consumable parts are not covered.
  • Products without the original serial or IMEI numbers are not eligible for warranty.
  • Data loss is not covered. Customers are responsible for backing up data.
  • Consumable accessories subject to wear and tear, including rubber attachment bands, collars, leads, harnesses, and poop bags.

For further inquiries, contact us at hello@roamr.co or through Live Chat.

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