Returns Policy

Effective from 1st May 2024 

At Roamr, we are committed to ensuring your satisfaction and happiness with your purchase. However, if for any reason you are not completely satisfied with our products, we offer a refund or exchange under certain conditions as outlined below. 

Roam Safe Pet Tracker 

14-Day Satisfaction Guarantee Return Policy

We are confident that you and your pet will love the Roam Safe Tracker! However, we understand that purchasing our product is an investment, and we want you to feel completely at ease with your decision. Therefore, Roamr ("Roamr," "we," "us," and "our") offers a 14-Day Satisfaction Guarantee Return Policy ("Return Policy").

Under this Return Policy, if for any reason you are not satisfied with the Roam Safe Tracker purchased from our website at roamr.co, you have 14 days from the date of purchase to request a full refund.

  • Refund also available if the product is deemed faulty subject to a Return Assessment. 
  • Exchange available subject to contacting our Customer Care Team for assistance at hello@roamr.co. 

To initiate a return, please contact hello@roamr.co requesting a Return Authorisation. All returns must adhere to the following procedures: 

  • Contact our support team for the Returns Authorisation Form. 
  • Complete the Returns Authorisation Form. 
  • Once approved, you will be provided with further instructions. 

Refunds 

To be eligible for a refund of your recent purchase, you must agree to and comply with the following conditions: 

  • All refund requests must be made within 14 days from the delivered date. 
  • You are responsible for covering the return postage fees, as all postage fees are non-refundable. 
  • The device must not have any physical damage or water damage. 
  • The device must not have been opened in order to access the SIM card.
  • In the event that your device is lost or damaged, please note that no refunds will be provided for any remaining time on the 10-year SIM card. The SIM card is valid for 10 years and includes 500MB of data. The upfront payment covers the entire 500MB data allowance plus the full 10-year period as a package.
  • The product must be in its original condition, including all original packaging and additional items from the box. 
  • All returns are subject to assessment by our team, and there may be additional deductions from the refund amount based on the outcome. 
  • If you are unable to meet any of the outlined conditions, you must notify a team member before initiating the return. 
  • All postage and insurance costs are to be paid by the user. We recommend using Registered post and prepaying all postage. Roamr will not be responsible for lost or damaged parcels during transit if insurance is not chosen.
  • The tracking device is not designed to be worn on the LED Night Collar. The LED night collar is to be worn alongside/over the top of your regular collar in dark settings.

Please note that refunds may take up to 10 business days to be processed once the device is received by Roamr. 

Exchanges 

To be eligible for an exchange, you must meet the following conditions: 

  • Contact a member of our Customer Care team for troubleshooting assistance. 
  • You are within the warranty period covered for the purchased product, which is 12 months for all primary products and accessory items. 
  • You agree to cover the return postage fees. 
  • The device must not have any physical or water damage, as this is not covered by warranty and will void the exchange. 

For further assistance or inquiries, please email us at hello@roamr.co. 

 

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