Refund policy

Returns & Refund Policy

Tracking Telematics (Pty) Ltd
Last Updated: July 2026

1. Introduction

At Tracking Telematics (Pty) Ltd, we are committed to supplying quality vehicle tracking products, telematics equipment, fleet management solutions, software, subscriptions, and related services.

This Returns & Refund Policy explains your rights and our obligations regarding returns, repairs, replacements, exchanges, refunds, and cancellations.

This policy is governed by:

  • Consumer Protection Act, 2008 (Act 68 of 2008) ("CPA")
  • Electronic Communications and Transactions Act, 2002 (Act 25 of 2002) ("ECTA")
  • Any other applicable South African legislation

Nothing in this policy limits or excludes any rights afforded to consumers under South African law.

2. Your Consumer Rights

Under the Consumer Protection Act, you are entitled to receive goods that are:

  • Of good quality
  • In good working order and free from defects
  • Suitable for their intended purpose
  • Durable for a reasonable period under normal use
  • As described or advertised

Where goods fail to meet these standards, you may be entitled to a repair, replacement, or refund in accordance with the CPA.

3. Cooling-Off Period for Online Purchases

If you purchased goods through our website or another electronic platform, you may cancel the transaction within 7 days after receiving the goods, in accordance with the Electronic Communications and Transactions Act (ECTA), provided that:

  • The goods have not been installed, activated, programmed, or used.
  • They are returned in their original condition.
  • All original packaging, manuals, accessories, and documentation are included.
  • Proof of purchase is provided.

Unless the incorrect or defective goods were supplied by us, the customer is responsible for the reasonable cost of returning the goods.

Refunds will be processed after the returned goods have been inspected.

4. Returns for Change of Mind or Incorrect Orders

If you ordered the wrong product or no longer require it, you may request a return within 30 days of receiving your order, provided that:

  • The product has not been installed or used.
  • The product remains in its original, resalable condition.
  • All accessories, manuals, and packaging are returned.
  • Proof of purchase is provided.

Tracking Telematics may charge a reasonable handling or restocking fee where permitted by law.

Return shipping costs for voluntary returns are the responsibility of the customer.

5. Defective Products

In terms of Section 56 of the Consumer Protection Act, customers may return defective goods within six (6) months of delivery if the goods fail to meet the standards required by law.

Where a valid claim exists, you may choose one of the following remedies:

  • Repair
  • Replacement
  • Full refund

Tracking Telematics may inspect and test the returned product before approving the claim.

If a repaired product develops the same fault within three months after repair, we will repair, replace, or refund the product in accordance with the CPA.

6. Manufacturer's Warranty

Certain products may include a manufacturer's warranty in addition to your statutory rights under the Consumer Protection Act.

Warranty periods will be specified on:

  • Quotations
  • Invoices
  • Product documentation
  • Manufacturer warranty documentation

Manufacturer warranties do not cover damage resulting from:

  • Misuse or abuse
  • Negligence
  • Unauthorised repairs or modifications
  • Incorrect installation by unauthorised persons
  • Accidents or collisions
  • Fire, flooding, lightning, or power surges
  • Vandalism or theft
  • Normal wear and tear
  • Failure to follow installation or operating instructions

Nothing contained in a manufacturer's warranty limits your rights under the Consumer Protection Act.

7. Installed Products

Vehicle tracking devices, immobilisers, cameras, sensors, and other equipment that have already been installed in a vehicle cannot be returned simply because you changed your mind.

However, where an installed product is defective or fails to comply with the Consumer Protection Act, you remain entitled to the remedies provided by law.

Installation services that have already been correctly completed are generally non-refundable.

8. Subscription & Digital Services

The following services are generally non-refundable once activated:

  • Monthly tracking subscriptions
  • Fleet management subscriptions
  • SIM card services
  • Data services
  • Monitoring services
  • Software licences
  • GPS platform access
  • Mobile application subscriptions
  • Other recurring service fees

Where a service has not yet been activated, refunds may be considered at our discretion and in accordance with applicable law.

9. Special Order & Customised Products

Products that have been specially ordered, customised, programmed, configured, branded, or sourced specifically for a customer cannot be returned unless:

  • They are defective; or
  • A return is required by applicable law.

10. Damaged, Incorrect or Missing Items

Please inspect your order immediately upon delivery.

If you receive:

  • A damaged product
  • An incorrect product
  • An incomplete order
  • Goods that appear defective

please notify us as soon as reasonably possible, preferably within 48 hours of delivery.

Where appropriate, we will arrange:

  • A replacement
  • A repair
  • Collection of the goods
  • A refund

11. Exchanges

If you wish to exchange an unused product for another item, the original product must first qualify for return under this policy.

Any price difference between the returned product and the replacement product will be payable or refundable, as applicable.

12. Refunds

Once we have received and inspected your returned product, we will notify you whether your refund has been approved.

If approved:

  • Refunds will be processed using the original payment method where reasonably possible.
  • Refunds are generally processed within 7–10 business days after approval.
  • Your bank or payment provider may require additional processing time before the funds appear in your account.

If more than 10 business days have passed after approval and you have not received your refund, please contact us.

13. How to Request a Return

To request a return, repair, replacement, exchange, or refund, please provide:

  • Full name
  • Order or invoice number
  • Contact details
  • Product description
  • Reason for the request
  • Photographs of the product (where applicable)

Our support team will provide instructions regarding inspection, collection, return shipping, or warranty assessment.

14. Contact Us

Tracking Telematics (Pty) Ltd

Website: https://trackingtelematicszone.com

Email: info@trackingtelematicszone.com

WhatsApp: +27 79 107 6823

Telephone: +27 78 437 4366

15. Limitation of Liability

Tracking Telematics will exercise reasonable care and skill in supplying its products and services.

To the fullest extent permitted by law, Tracking Telematics shall not be liable for indirect, incidental, consequential, or special damages arising from the use of its products or services, including:

  • Loss of profits
  • Loss of business
  • Loss of data
  • Business interruption

Nothing in this policy excludes or limits any liability or consumer rights that cannot legally be excluded under South African law.

16. Changes to This Policy

Tracking Telematics may amend this Returns & Refund Policy from time to time to reflect changes in legislation, business practices, operational requirements, or our services.

The latest version will always be published on our website and will apply to purchases made after the date of publication.