We understand that you may wish to return a Pod for some reason which you have purchased from us or a retail store. To assist you in the returns process, we have set out the Pod Trackers Returns Policy which is broken into these sections:
- 30 Day Money Back Guarantee
- Return Fees
- Returns Policy
- Returns Process
2. 30 Day Money Back Guarantee
2.1. If you’re not satisfied with your Pod within 30 days of receiving the Product, we are able to provide you with a refund once the Product has been received and inspected by us. This may be subject to Return Fees in some cases, as described in the below section.
2.2. You must contact [email protected] requesting a refund within 30 days of your purchase including your Pod ID, date of purchase, place of purchase, order number (if purchased online) and reason for refund.
2.3. We do ask that you cover the cost of the return shipping to our closest return centre for inspection. If Pod determines the product to be faulty and you request a replacement, the shipping and handling charges for the replacement Product sent to you will be covered by Pod. If you purchased your Product from a retail store and you would like your money back you can return it there, however, Products purchased from this Website cannot be returned to a retail store.
2.4. Returned Products must first be inspected to determine if the packaging has been opened and whether the unit is in saleable condition prior to any refunds being processed. The determination of the Return Fees is entirely at our discretion. Any applicable Return Fees will be subtracted from the refund amount.
3. Return Fees
3.1. To cover the cost of providing returns and replacements and due to the nature of pet products, we may charge you a fee in certain circumstances:
|Saleable or faulty||No fee||The Pod and all components are in good condition and fit to be resold or we determine the unit to be faulty.|
|Not saleable||US$25||The Pod and all components are provided with some wear and tear, not fit to be resold.|
|Broken or lost||No refund. 50% discount on a new Pod.||The Pod is broken or lost.|
4. Returns Policy
4.1. We will provide you with a refund within 12 months of purchase for products which are confirmed to be faulty or which do not perform as described on this Website or on the Product packaging. This may include issues such as:
(a) The Product does not power on; or
(b) The Product’s indicator lights are not working correctly.
4.2. We do ask that you cover the cost of the return shipping to our closest return centre for review. If you purchased your Product from a retail store, you can return it there, however, Products purchased from this Website cannot be returned to a retail store.
4.3. Returning an item that you ordered but no longer want is a change of mind. Due to the nature and cost of the Product, we do not provide returns for a change of mind after the initial 30 day period.
4.4. Returned Products must come with all components including both batteries, the charging dock and ideally the packaging.
4.5. All return requests must be approved by Pod customer support before they are returned (as per the Returns Process below).
4.6. If you consider that any product delivered by Pod is not consistent with your Order, you may return the product subject to the Returns Process set out below.
4.7. Due to the fact that GPS technology is dependent on a number of variables and can be effected by factors such as your location, weather conditions and interferences from buildings etc, we cannot always guarantee consistent GPS locations. Any request for a Product Replacement or Product Return based on inaccurate or inconsistent GPS locations is at the sole discretion of Pod Trackers.
5. Returns Process
Please follow the below steps to ensure a smooth experience with your product return.
5.1. Email Pod customer service at [email protected] with the full description of the issue/s that you’re experiencing and allow us the opportunity to resolve your issue/s through our support process.
5.2. If your issue/s can’t be resolved and you would like a replacement Product, please email Pod customer support requesting a Product Replacement and provide your order number, name, contact number, quantity and the reason for replacement.
5.3. If your issue/s can’t be resolved and you would like to return your Product, please email Pod customer service requesting a Product Return and provide your order number, name, contact number, quantity and the reason for return.
5.4. Pod customer support will contact you by email to confirm if your request has been approved or rejected. Pod may need to contact you by phone to obtain details required to process your request.
5.5. If you are sending a Product back to us, we recommend sending it back by registered post with a tracking number. Products returned to us are sent at your own cost and risk. All products being returned should match the conditions outlined in the Returns Policy (above) and please include all supplied packaging with the Product/s being returned.
5.6. Once Pod receives the Product and verifies the issue/s you described, Pod will:
(a) If Pod deems the product to be faulty, the product will be replaced or your purchase refunded. The shipping and handling charges for the replacement Product sent to you will be covered by Pod.
(b) If Pod deems the product not to be faulty, we will attempt to resolve the issue/s and the Product will be returned to you and the shipping and handling charges for the replacement Product sent to you will be covered by Pod.
5.7. If a refund is to be paid back to you and you purchased your Product directly from the Pod Trackers website, it will be processed as a refund on the credit card or account which was used to purchase your Pod. If you purchased the Product from a retailer, your refund will need to be processed by them. The refund amount will be based on the advertised price that you paid for the faulty Product at the time of purchase, not including transaction fees, exchange fees or any other costs such as payments under the the Forever Pod program.
5.8. Pod will endeavour to complete the verification process and the actions set out above within 5 business days of the receipt of the returned products. If you fail to obtain written authorisation from Pod to return a product prior to sending it back, Pod may not process your request. The Product will be returned to you and the freight and handling charges (to you) will be covered by Pod.
5.9. Please note that returns will only be accepted if the request meets all necessary criteria as requested and disclosed to Pod customer service and complies with our Returns Policy (above).