Returns & Refund Policy

Effective Date: 30th AUG 2026

At Spotrace Pro, we are committed to providing reliable vehicle tracking, telematics, fuel monitoring equipment, and accessories. If you receive a product that is damaged, defective, incorrect, or otherwise qualifies for a return under this policy, we will work with you to resolve the issue.

1. Return Period

Customers may request a return within 7 days of receiving their order.

To be eligible for a return, the product must meet the applicable return conditions outlined below. Return requests submitted after 7 days may not be accepted, except where the product is covered by a valid warranty or where otherwise required by applicable law.

2. Eligibility for Returns

A product may be eligible for return where:

• The wrong product was supplied.
• The product arrived damaged.
• The product has a manufacturing defect.
• The product does not match the product description or specifications provided.
• The product is otherwise eligible for return under applicable consumer protection requirements.

Products returned due to damage, defects, or incorrect supply may be subject to inspection before a return, replacement, or refund is approved.

3. Reporting a Damaged or Incorrect Order

If your order arrives damaged or you receive the wrong product, please contact us within 7 days of delivery.

Where possible, provide:

• Your order number or proof of purchase.
• Photos or videos showing the issue.
• A description of the problem.
• Any relevant installation or product information.

We may request additional information to help us assess the issue.

4. Change-of-Mind Returns

Change-of-mind returns may be considered within 7 days of delivery, provided that:

• The product has not been installed or used.
• The product is in its original condition.
• Original packaging, accessories, manuals, and other components are included.
• The product has not been modified, damaged, tampered with, or altered.

Spotrace Pro reserves the right to inspect the product before approving a change-of-mind return.

5. Products That Have Been Installed

GPS vehicle trackers, AI dashcams, fuel-level sensors, and other telematics equipment that has been installed in a vehicle may require technical inspection before a return is approved.

Installation does not automatically make a product defective. Where a reported problem may be caused by incorrect installation, vehicle wiring, electrical faults, configuration, misuse, or other external factors, Spotrace Pro may require an assessment before determining the appropriate remedy.

6. Warranty-Related Returns

A product that develops a qualifying manufacturing defect may be handled under its applicable warranty, even where the 7-day general return period has expired.

Depending on the circumstances and applicable warranty terms, the remedy may include:

• Repair.
• Replacement.
• Replacement with an equivalent product.
• Another appropriate remedy permitted under applicable law.

Warranty claims remain subject to the relevant warranty terms and conditions.

7. Refunds

Once a returned product has been inspected and the return has been approved, refunds will be processed within 7 business days.

The time taken for the funds to reflect in your account may vary depending on the payment provider, bank, or payment method used.

Where a return is approved because Spotrace Pro supplied an incorrect, damaged, or defective product, the applicable refund may include the eligible purchase amount and, where appropriate, reasonable return or delivery costs.

8. Exchanges

Where appropriate, Spotrace Pro may offer an exchange instead of a refund.

An exchange will depend on product availability and the outcome of the inspection.

If the replacement product has a different price, the applicable price difference may need to be paid or refunded.

9. Return Shipping and Collection

Customers may be responsible for return shipping costs for change-of-mind returns.

Where the return is due to an incorrect, damaged, or confirmed defective product supplied by Spotrace Pro, we will determine the appropriate return or collection arrangement on a case-by-case basis.

Customers should not send products back without first contacting Spotrace Pro and receiving return instructions.

10. Inspection Before Approval

All returned products may be inspected before a refund, replacement, or exchange is approved.

The inspection may consider:

• Physical condition.
• Signs of misuse or accidental damage.
• Installation and wiring.
• Tampering or modification.
• Missing components or accessories.
• Packaging and product condition.
• Whether the reported fault is attributable to the product.

11. Accessories and Components

Accessories such as cables, connectors, mounting equipment, chargers, wiring harnesses, memory cards, and other components may be eligible for return within 7 days, subject to their condition and the requirements of this policy.

Used, damaged, modified, or incomplete accessories may not qualify for a change-of-mind return.

12. Situations Where a Return May Not Be Accepted

A return may be declined where the product has:

• Been physically damaged through misuse or an accident.
• Been incorrectly installed.
• Been modified or tampered with.
• Been exposed to unsuitable electrical conditions.
• Been damaged by water, fire, or other external causes.
• Been used contrary to the manufacturer’s instructions.
• Missing essential components or accessories.
• Been returned outside the applicable 7-day return period, unless covered by warranty or otherwise protected by applicable law.

13. GPS, Fuel and Telematics Performance

Vehicle tracking, fuel monitoring, dashcams, and telematics systems can be affected by factors outside the product itself, including:

• GPS or cellular network availability.
• Vehicle electrical systems.
• Signal interference.
• SIM/network availability.
• Installation quality.
• Vehicle configuration.
• Environmental conditions.
• Third-party platforms or services.

A technical assessment may therefore be required before determining whether a reported performance issue qualifies for a return, repair, replacement, or warranty remedy.

14. Fraudulent or Abusive Claims

Spotrace Pro reserves the right to investigate suspected fraudulent, misleading, or abusive return or warranty claims.

Where appropriate, returns may be declined where there is evidence of intentional damage, tampering, misuse, or fraudulent activity.

15. Consumer Rights

Nothing in this policy is intended to limit or exclude any rights or remedies that customers may have under applicable Kenyan consumer protection laws.

Where a mandatory legal right applies, that right will take precedence over any conflicting provision of this policy.

16. Changes to This Policy

Spotrace Pro may update this Returns & Refund Policy from time to time. The latest version published on our website will apply to purchases made after the effective date of the updated policy.

17. Contact Us

For return, exchange, refund, or warranty enquiries, please contact us:

Spotrace Pro
Email: Sales@spotracepro.com
Phone: +254 737 679 999
Address: 2nd Floor, B3 SMK Business Centre, Enterprise Road, Nairobi, Kenya