Refund and Returns Policy

Last updated: November 05, 2026

This policy explains returns, compatibility exchanges, refunds and defective-item claims for purchases made directly from the XTRACK online store.

30-Day Returns for Physical Products

Individual customers may request a return of an eligible physical product within 30 days of the item’s delivery.

To qualify for a change-of-mind return, the product must be unused, in its original condition, and returned with its original packaging, included accessories and other supplied components.

The 30-day return offer is separate from warranty coverage and any rights or remedies available under applicable law.

Contact Us Before Returning an Item

Please contact XTRACK before sending anything back. Include:

• Your order number.

• The product model and, where applicable, its IMEI or serial number.

• Your reason for requesting a return or exchange.

• Photographs or a description of any damage, defect or incorrect item.

We will review your request and provide return instructions, including the appropriate return address.

Our published business address is not automatically an authorized return destination. Please follow the instructions supplied for your case.

Compatibility Exchanges

Before purchase, please confirm the intended operating country, carrier, exact device variant and required vehicle or equipment compatibility with XTRACK.

If you request a compatibility exchange and XTRACK did not supply an incorrect item or cause the compatibility error, you are responsible for return shipping.

The returned product must be received and inspected before a replacement is dispatched, unless XTRACK expressly authorizes a different arrangement.

Any difference in product price, replacement shipping charge or other applicable amount will be explained before you approve the exchange.

Incorrect, Damaged or Defective Items

If you receive an incorrect item, or your product arrives damaged or appears defective, contact us promptly.

For shipment damage, retain the packaging and provide photographs of the parcel and affected items where possible.

We will assess the issue and confirm the appropriate next steps. Depending on the circumstances, this may involve troubleshooting, a carrier investigation, a warranty assessment, return instructions or another applicable remedy.

An unused-item requirement for change-of-mind returns does not, by itself, determine eligibility for a defective-item or warranty claim.

Return Shipping and Related Charges

For change-of-mind returns and compatibility exchanges not caused by XTRACK, the customer is responsible for return shipping.

If XTRACK supplied an incorrect item or caused the error, we will confirm the appropriate return-shipping arrangements for that case.

We recommend using a trackable return service and retaining proof of shipment.

Before you send a return, we will explain how the original shipping charge, replacement shipping and any applicable customs or clearance charges will be treated. Any treatment of these charges remains subject to applicable requirements.

Inspection and Refunds

Once we receive and inspect your return, we will notify you whether the return has been approved and confirm the refund amount.

Approved refunds are issued to the original payment method. Your bank or payment provider may require additional time to post the refund.

If an item does not meet the stated return conditions, we will contact you to explain the findings and available next steps before proceeding.

SIM Cards, Data Plans, Tracking Services and Subscriptions

SIM activation, data usage, tracking-service activation and subscription purchases may involve service terms different from those applying to unused physical products.

Contact XTRACK before requesting cancellation, a service refund or return of a device purchased with a service plan. We will review the terms disclosed for your purchase, the activation and usage status, and any applicable cancellation or refund requirements.

Returning a physical device does not automatically cancel an associated subscription or service. Please identify any related service when contacting us so that both parts of the request can be reviewed.

Prepaid SIM Cards, Data Plans and XTRACK Subscriptions

Prepaid SIM cards and their associated prepaid data plans are not eligible for change-of-mind returns, refunds, exchanges or credit once the SIM has been activated, including where only part of the data allowance has been consumed. Unused data remaining after activation is not refundable or convertible into store credit.

XTRACK prepaid tracking subscriptions, including the 3-Year Live Tracking Plan, are non-refundable once the tracking service has been activated. Any unused portion of the prepaid subscription term is not refundable or convertible into store credit, including if you stop using the service, switch to another tracking platform or use your own server.

These conditions apply whether the prepaid SIM, data plan or XTRACK subscription is purchased separately or supplied as part of a device-and-service bundle. Returning a bundled device does not, by itself, make an activated prepaid SIM, data plan or XTRACK subscription refundable.

Any goodwill refund or credit expressly approved by XTRACK is a case-specific exception and does not create an entitlement to refunds or credits for other purchases.

These exclusions do not limit remedies for defective or incorrectly supplied products or services, or any rights that cannot lawfully be excluded.

Warranty Claims

Warranty claims are assessed separately from the voluntary 30-day return offer.

The applicable warranty depends on the product, manufacturer and terms supplied with the purchase. Contact XTRACK with your order number, product details and a description of the fault so that we can assist with the assessment process.

Business, Reseller and Distributor Purchases

The voluntary 30-day return offer above applies to individual customers purchasing directly from our online store.

Business, reseller and distributor purchases are subject to their applicable quotation, invoice, agreement or other disclosed terms. Mandatory rights and remedies under applicable law are not excluded.

Applicable Rights and Policy Changes

Nothing in this policy excludes or limits rights or remedies that cannot lawfully be excluded or limited.

We may update this policy for future purchases. An update does not, by itself, retrospectively remove rights associated with an earlier purchase.

Contact

XTRACK GPS & SECURITY TECHNOLOGIES LTD.
306-151 10090 152 St
Surrey, BC V3R 8X8
Canada

Email: contact@xgpstrackers.ca
Phone: +1 778-919-4225

Please obtain return instructions before mailing any item.