Returns & refunds

The return conditions applying to your device depend on where you bought it.
If you have bought it from our Trax webshop, please see below. If you have bought it from any other company or website, please refer to your purchase/order conditions, and contact the seller for information about how to return your product (if eligible). Trax Support is unable to overrule any other seller’s conditions.

IF YOU BOUGHT TRAX FROM THE OFFICIAL TRAX WEBSHOP (traxfamily.com)

You can return any Trax product within 14 days for a full refund, no questions asked, provided the product is in a substantially unchanged state (please refer to our General Terms and Conditions).

If your product is eligible for a refund, please follow these steps to enable us to refund your product.

    1. Contact Trax Support by email within 14 days upon delivery and let us know about your wish for a refund.
    2. If your product is eligible for a refund, Trax Support will send you return instructions.
    3. Follow these return instructions to send your order back.
    4. Once Trax has received your return, we will check whether it is eligible for a refund. If it is, the refund will be processed within few business days directly to the bank account or credit card you had used to place your order.

The data plan will only be refunded if the refund has been requested within 14 days of the data plan’s purchase. If it has been activated, the value of the data plan’s first month will be deducted from the refund.

Please note that you are responsible for the return shipping costs.

Please note that all original accessories must be included in the original box when returning your product.

Please note that we cannot guarantee your refund if you send your product back without contacting Trax Support first, and/or if you send it in a way which has not been advised by Trax Support.