Refund policy

Returns & refunds

These rules apply to every purchase — outright and subscription alike. And to be clear up front: nothing in this policy limits your rights under the Australian Consumer Law. The consumer guarantees always apply, and always win.

Our 60-day money-back guarantee

Changed your mind? Ask for a refund within 60 calendar days of delivery and we'll refund you in full once the tracker is back with us, on the terms below. The guarantee applies to orders placed on or after 2 October 2026 (Perth time); an order placed before then keeps the 30-day refund window it was sold with.

  • What it covers. A tracker bought from us — on its own, with a data plan or with platform access — plus any plan or platform access bought in the same order as the tracker. Special orders are the one exception, below.
  • Special orders aren't covered. Anything we order in for you rather than hold in stock — its product page says Special order instead of offering an Add to cart button — is sold without the money-back guarantee, and so is any plan or platform access bought with it. Our warranty and your rights under the Australian Consumer Law still apply to it in full.
  • Ask in time. Email team@crucialtracking.com.au within 60 calendar days of delivery. As long as you ask in time, the items can arrive back after the 60 days — we action the refund once we've received and inspected them.
  • Installed and used is fine. We accept a tracker that has been installed and used, provided it comes back in full working order with no physical damage — light installation marks don't count as damage. A tracker that has stopped working is a fault, not a change of mind: tell us, and our warranty and your consumer guarantees apply.
  • Installation damage isn't covered. We can't accept a tracker damaged by installation — for vehicle wiring installs we recommend a professional auto electrician.
  • One claim per customer. The guarantee can be claimed once per customer, and that one claim can cover every tracker in the same order.
  • Return postage is at your cost, except for faulty items.

This doesn't limit your rights under the Australian Consumer Law.

What needs to come back

For a full refund under the guarantee, the tracker needs to come back complete and in a condition we can sell again:

  • The tracker, clean, in full working order and with no physical damage. Light installation marks don't count as damage.
  • Everything that came with it: cables, leads and mounting parts. Each tracker's product page lists what's included. Used mounting tape and normal battery use don't count as missing.
  • Our SIM, if you bought a plan. It ships fitted in the tracker, so leave it in place.
  • The original box and inner packaging, if your tracker came in a box, in good condition. Please post it inside a satchel or carton rather than labelling the product box.

Platform access bought with a tracker has nothing of its own to return. For a plan bought without a tracker:

  • Data plan bought on its own — return the SIM.
  • Platform access bought on its own — nothing to return.

Incomplete returns. If the tracker comes back working and undamaged but an item that came with it, our SIM or the original box (if it came in one) is missing, we'll still refund you, less a restocking fee of 20% of the price paid for that tracker. A tracker that comes back damaged or not working isn't covered by the guarantee; we'll contact you and can post it back to you. No fee ever applies to a faulty tracker.

These return terms apply to orders placed on or after 6 October 2026 (Perth time). An order placed from 2 to 5 October 2026 keeps the terms it was sold with: the original packaging isn't needed, and the restocking fee applies only if our SIM or an accessory is missing. This doesn't limit your rights under the Australian Consumer Law.

Subscription cancellations

These rules cover our data plans and platform access alike; where the two differ, the rule says so.

Monthly plans

Cancel any time. Cancelling stops the next billing cycle — your service keeps running to the end of the month you've paid for. Monthly payments already made aren't refunded. This doesn't limit your rights under the Australian Consumer Law.

Annual plans

Annual plans renew automatically each year until cancelled, and any cancellation requested before the renewal date is honoured. A plan or platform access bought with a tracker in the same order is covered by our 60-day money-back guarantee, counted from delivery, unless the tracker was a special order. A data plan bought on its own, for a device you already own, is refunded in full if you cancel within 30 calendar days of delivery of its SIM and return the SIM. Platform access bought on its own is refunded in full if you cancel within 30 calendar days of the first payment. An annual renewal is refunded in full if you cancel within 30 calendar days of the renewal payment. After that a refund isn't guaranteed, but we'll consider a partial one case by case. This doesn't limit your rights under the Australian Consumer Law.

Cancelling during your included year

Your tracker is yours from the moment you buy it. Cancelling a plan never means sending it back, and cancelling itself never costs you anything. Cancel during the 12 months of tracking included with your tracker and you keep the tracker, giving up only the tracking service for the months still to run.

When your plan ends

When a plan ends the SIM is deactivated and your tracker stops reporting, so live tracking and trip history stop being available. Please switch the tracker off, fit your own SIM, or post ours back to us once your plan has ended, so it isn't left trying to connect to a service that has ended. When platform access ends your tracker stops reporting to our platform, and because platform access carries no SIM there's nothing to post back and the SIM you supplied is unaffected. Moving to a different plan instead? Leave it running and tell us, and we'll keep the SIM active.

SIM cards & IMEI locking

The SIM that comes with our data plans is IMEI-locked to the specific Crucial Tracking tracker it's activated with, and only works in compatible Crucial Tracking devices. It won't work in phones or third-party hardware. Upgrading or replacing a tracker? Contact support and we'll re-pair the SIM to your new Crucial Tracking device.

Some trackers are sold without a data plan, as their product page shows: our data plans don't cover them, so they take your own SIM, and the SIM each one needs is flagged before you buy. Platform access bought on its own carries no SIM, and is tied to the device whose IMEI you gave us at checkout.

Warranty

Every tracker we sell new carries a 24-month warranty for orders placed on or after 2 October 2026: if it fails in normal use within 24 months of the invoice date, we repair or replace it. An order placed before then keeps its 12-month warranty. Built-in rechargeable batteries, main and backup, are covered for the full 24 months against failure; the gradual loss of capacity that comes with age and use isn't a defect. Single-use batteries — the AA lithium cells in a fitted battery set, and built-in single-use batteries — are consumables, covered only if they're faulty when they arrive. The warranty excludes misuse, tampering, physical damage — including damage from incorrect installation — and damage from power surges or spikes. It sits alongside, and doesn't limit, the consumer guarantees you have under the Australian Consumer Law.

How to cancel or request a refund

  • Self-serve: log in to your store account and open Manage subscriptions to cancel a plan any time.
  • Through support: we can cancel plans and process refunds for you — email team@crucialtracking.com.au, call 0413 418 743 or message WhatsApp on +61 413 418 743.