Effective from 1st May 2024 

Returns Policy

Effective from 1st May 2024 

Roam Safe GPS Pet Tracker

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 No Change of Mind Return Policy ("Return Policy").

14-Day 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 delivery 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.

IMPORTANT: 
Device Setup and Returns Policy Recommendation:

We recommend setting up your Roam Safe Pet Tracker and app before attaching the device to your pet’s collar. This will allow you to follow the setup guide step-by-step and establish a connection to the device, ensuring everything works properly. By setting up the device first, you reduce the risk of damaging the product or packaging, which is important in the event you need to return it. Keeping the device and packaging in original condition is essential for a successful return.

Refund Policy:

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 tracking device must not have any cosmetic, physical or water damage. 
  • The product must be in a ‘resaleable’ state in its original condition, including all original packaging and additional items from the box
  • Sale and promotional items are final and not eligible for refunds.
  • 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. Using the tracking device on the LED collar voids all policies.
  • Refunds will not be issued for customers who change their minds due to poor coverage in their area. It is essential that customers assess their individual connectivity before making a purchase. By purchasing our Roam Safe Pet Tracker, you acknowledge that you have considered the service quality in your location and understand that connectivity is necessary for optimal performance.

Refunds on Promotional Items

All items purchased during a sale or promotion are final sale and are not eligible for refunds due to change of mind. This policy applies to any products bought with a promotional code, discount, or during a special offer. Please consider this before making your purchase. If the product is found to have a major fault or is not as described, please contact hello@roamr.co and we will assess the situation.

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. 

The product must be in its original condition, including all original packaging and additional items from the box. 

Roamr Pet Accessories

Please note that due to hygiene reasons, we cannot accept returns or provide refunds or exchanges on our pet accessories.

If your product arrives damaged or defective, please contact us within 14 days so we can assist you.

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

 

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