Refund & Returns Policy
At Trakalarm, we take pride in providing high-quality personal safety devices. We want our customers to feel confident in every purchase.
⚖️ 1. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure, and to have the product repaired or replaced if it fails to be of acceptable quality and the failure does not amount to a major failure.
✅ 2. Eligibility for Returns
You may request a refund, replacement, or repair if:
- The product is faulty or defective.
- The product does not function as described.
- The product is damaged upon arrival.
- The product fails within the warranty period.
Discretionary Consideration: Change-of-mind returns are not generally offered, but may be considered at our discretion if the product is returned unused, in its original packaging, and within 14 days of purchase.
🕒 3. Timeframes
- Faulty Products: Refund or replacement requests must be made within the warranty period.
- Change of Mind (if accepted): Requests must be made within 14 days of receipt.
🧾 4. Proof of Purchase
All refund or return requests must include formal proof of purchase such as your secure Order Confirmation Email, your receipt, or an official Trakalarm invoice.
📦 5. Condition of Product & 6. Process
Returned items must include all accessories, manuals, and original packaging. They must display no damage caused by misuse, neglect, or unauthorised modifications.
Official Returns Sequence:
- Contact our support team at admin@trakalarm.com with your order details and reason.
- Our team will provide explicit instructions and a unique Return Authorisation (RA) number.
- Products must be shipped to the address provided, with the RA number clearly marked in bold.
- For faulty products, Trakalarm will cover reasonable return shipping costs. For discretionary change-of-mind returns, customers assume all shipping liabilities.
💳 7. Refund Method
Approved refunds will be processed directly back to the original payment method (Credit Card, PayPal, etc.). Please allow up to 10 standard business days for global banking processing. Shipping costs are strictly non-refundable unless the product is physically designated as faulty.
🚫 8. Exclusions
- Product has been misused, abused, or damaged heavily by accident.
- Repairs have been attempted by unauthorised 3rd parties.
- Software or Digital Upgrades have been accessed and utilized.
- Items are clearly marked as final clearance (unless faulty).
🔄 9. Repairs
Where structurally appropriate, we may offer an identical replacement suite or a repair architecture instead of a direct monetary refund. This operates strictly on a case-by-case evaluation structure mapped within ACL requirements.