Returns, Warranty and RMA Policy
Return, warranty and RMA rules for Autotrack physical products and early launch orders.
1. Scope
Applies to FULL Kits, Cloud+SIM Starter Packs, SIMs and physical accessories. Cloud-only subscriptions are digital services and follow the subscription/refund rules shown at checkout and required by law.
2. Delivery and inspection
Customers should inspect packages on delivery and report missing, damaged or defective items promptly. DOA reports should include order number, photos, device/SIM identifiers and description.
3. Consumer withdrawal
Consumers may withdraw from a distance contract within 14 days without giving a reason, subject to the statutory exceptions. For goods, the period normally runs from delivery. For services started during that period, Autotrack will request the legally required express consent and acknowledgement where applicable.
4. Legal guarantee
For Portuguese consumers, new movable goods have a three-year legal conformity guarantee from delivery. Statutory repair, replacement, price-reduction and termination rights remain unaffected. Damage caused by incorrect installation, tampering, crash damage or misuse is not a lack of conformity attributable to Autotrack.
5. RMA process
Customer contacts support; Autotrack validates order and issue; support attempts remote diagnosis; RMA is opened if needed; customer returns item if requested; Autotrack repairs, replaces, refunds or rejects according to findings and law.
6. SIM replacement
Lost, damaged, abused or deactivated SIMs may require replacement fees unless covered by warranty or goodwill.
7. Shipping costs
For a voluntary 14-day withdrawal, the customer bears direct return costs when informed before purchase. For a confirmed lack of conformity, Autotrack bears the necessary return, repair or replacement costs required by law.
Last updated: 2026-06-29.