1. Scope
This policy applies to GPS devices and related services purchased directly from Kasaiway.
Consumer purchases, household purchases and business or fleet purchases may be subject to different rules. Mandatory rights under the law of the country in which you live continue to apply and take priority where they provide stronger protection.
Nothing in this policy limits rights that cannot legally be excluded under applicable consumer law.
2. Change-of-mind returns
Where a statutory right of withdrawal applies, a consumer may notify Kasaiway that they wish to withdraw from an online purchase within 14 days after receiving the device.
After notifying us, the device must be returned within the applicable legal return period.
To help us process the return, the device should be returned with its accessories, documentation and original packaging where reasonably possible.
You may examine the device as you would reasonably do in a physical shop. Where permitted by law, Kasaiway may reduce the refund if the device has lost value because it was handled or used beyond what was reasonably necessary to inspect it.
A change-of-mind return must be authorised before the device is sent.
3. Return postage and original shipping
For an ordinary change-of-mind return, the customer normally pays the cost of returning the device unless Kasaiway agrees otherwise or applicable law requires Kasaiway to cover it.
Where required by law, Kasaiway will refund the cost of the least expensive standard outbound delivery option offered for the original order.
Additional costs for express, priority or upgraded delivery are not refundable beyond the price of the standard delivery option, unless required by law.
Return postage is separate from the original outbound delivery charge.
For a confirmed defective, damaged or incorrectly supplied device, Kasaiway will cover reasonable return costs where required by law or approved by Kasaiway.
4. Faulty, damaged or incorrect devices
Contact Kasaiway promptly if:
- the device is faulty;
- the device does not match its description;
- the wrong device was supplied;
- parts or accessories are missing; or
- the device arrived damaged.
We may ask for:
- the order reference;
- the serial number or IMEI;
- a description of the problem;
- photographs or video; and
- reasonable remote troubleshooting.
Depending on the circumstances and applicable law, the available remedy may be:
- repair;
- replacement;
- a price reduction;
- a partial refund; or
- a full refund.
Where legally permitted, Kasaiway may offer repair or replacement before a refund. If repair or replacement is impossible, cannot be completed within a reasonable time or would cause significant inconvenience, another remedy may be offered.
5. Delivery damage
Photograph the external packaging and the device as soon as possible if transport damage is visible.
Keep the packaging until Kasaiway or the carrier confirms that it is no longer required.
Transport damage is handled separately from an ordinary change-of-mind return.
6. Statutory complaint and guarantee rights
Your statutory complaint and guarantee rights are not replaced by any commercial warranty offered by Kasaiway.
The applicable complaint period depends on the law of the country where the device was sold and, where relevant, the expected lifespan of the product.
A commercial warranty provides additional rights only and does not reduce statutory consumer rights.
7. Replacement devices
A replacement device must be approved by Kasaiway.
We may require the original device to be returned before or after sending the replacement.
The original device may be quarantined, disabled or retired from the tracking platform.
A replacement device receives its own serial number and IMEI assignment. Its SIM may be transferred or replaced depending on the technical assessment.
Where appropriate, the existing tracking subscription may continue on the replacement device without starting a new billing contract.
8. Refunds
Refunds may be full or partial depending on:
- the reason for the return;
- the condition of the device;
- the amounts originally paid;
- the remedy required by law; and
- any service already supplied.
Refunds are made to the original payment method unless another method is required by law or agreed in writing.
Stripe and the customer’s bank or card issuer may require additional processing time after Kasaiway submits the refund.
Kasaiway may wait until the returned goods are received, or until acceptable proof of return is supplied, where permitted by law.
A refund will never exceed the amount paid for the relevant product, delivery or service component.
9. Tracking subscriptions and SIM service
Hardware, platform access, map services and SIM/data connectivity are separate components.
Returning a device may require the related tracking service to be cancelled, suspended or transferred.
If the device has not yet been activated, provisional platform and SIM entitlements will normally be cancelled following an approved full return.
If tracking or connectivity has already been activated, any refund or cancellation of recurring services will be assessed separately under the subscription terms and applicable law.
A refunded or replaced device may be disabled from using Kasaiway services.
Customers must not continue using a device or service after receiving a refund that requires its return, cancellation or deactivation.
10. Damage and circumstances not normally covered by commercial warranty
Subject to mandatory consumer rights, Kasaiway’s commercial warranty does not normally cover:
- loss or theft;
- deliberate or accidental impact damage;
- unauthorised opening, alteration or repair;
- incorrect wiring or installation;
- use with unsupported chargers, accessories or power supplies;
- use outside the documented operating conditions;
- water damage beyond the advertised protection rating;
- ordinary cosmetic wear;
- normal battery ageing; or
- damage caused after delivery by the customer or another person.
These exclusions do not remove statutory rights where the device had an original defect, was incorrectly described or did not meet mandatory legal requirements.
11. How to request help
Before sending a device, contact Kasaiway and provide:
- your order reference;
- the purchaser’s email address;
- the product name;
- the serial number or IMEI;
- the reason for the request;
- a description of the issue;
- your preferred resolution; and
- supporting photographs or video where relevant.
Do not send a device until Kasaiway provides return instructions or confirms that it may be returned.
The approved return address may differ from Kasaiway’s registered or business address.
Sending an unauthorised return may delay processing.
12. Business, taxi and fleet purchases
Statutory consumer withdrawal rights may not apply to purchases made mainly for business purposes.
Business, taxi and fleet returns are subject to the applicable contract, approved return authorisation and mandatory law.
Defective devices remain eligible for the remedies required under the applicable contract and law.
Large fleet returns, replacements or migrations may require an agreed schedule to protect service continuity.
Contact
Use the Kasaiway support or return-request process shown on the website. Do not send devices to an address unless Kasaiway has provided return authorisation and instructions.