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Refund policy

Last updated: October 2, 2026

Return, Refund & Warranty Policy

This policy explains returns, refunds and warranty claims for Copenhagen Trackers products. For hardware purchased directly on cphtrackers.com, we offer a 30-day change-of-mind return period from the day you receive your order. This extends the statutory 14-day withdrawal period available to consumers for most online purchases. Your mandatory consumer rights are not limited by this policy.

To arrange a webshop return, please use returns.cphtrackers.com. The portal links your return to your order and provides a downloadable shipping label. If you cannot use the portal, you can notify us of your withdrawal by emailing support@cphtrackers.com or sending a clear written statement to Copenhagen Trackers ApS, Vibækvej 100, 5690 Tommerup, Denmark. Using the portal is not a condition for exercising your statutory withdrawal or defect rights.

Customers pay the direct return shipping costs for change-of-mind returns. We cover the necessary return shipping costs for valid claims concerning defective or incorrect goods supplied by us. Please contact support before sending a product for inspection.

You may drop off a labelled return at the carrier's authorised parcel shop or drop-off point. The parcel must be addressed for delivery to our facility, not for collection by us from a parcel shop or locker. We do not accept cash-on-delivery (COD) returns or personal hand-deliveries. Parcels addressed to a parcel shop or locker for us to collect will not be collected; the carrier may return them to you.

The correct return route depends on where you purchased your product. Please follow the relevant instructions below.

1. Direct Webshop Orders (cphtrackers.com)

Please notify us that you wish to return your hardware within 30 calendar days of receiving it. After notifying us, send the goods back without undue delay and no later than 14 calendar days. If an order contains goods delivered separately, the statutory withdrawal period runs from receipt of the last item. The handling and refund rules below also apply to our extended 30-day return period.

Before Sending Your Return

Pack the product securely to protect it during transport.
Return the accessories, manuals and other items supplied with the product.
Please use the original retail packaging where possible. Missing original packaging does not, by itself, remove your statutory withdrawal right.
Please enclose your packing slip, order confirmation or a note with your order number. A missing paper invoice does not, by itself, prevent a return if we can otherwise identify the purchase.
Keep your carrier receipt and tracking number until the return has been resolved.

Pre-Paid Return Labels and Fees

Use returns.cphtrackers.com to request your return. Once the return is approved in the portal, you can download a pre-paid shipping label. You do not need to pay the carrier separately or enter payment-card details to pay for this label. For change-of-mind returns, the applicable label fee is deducted from your refund:

Denmark: DKK 35.
Other European destinations, excluding Norway and Switzerland: EUR 4.50.
Norway: NOK 200.
Switzerland: CHF 15.

The portal will show the applicable fee before you confirm the label. If your refund is processed in a different currency, the portal will show the amount to be deducted in that currency before confirmation. The fee is a return shipping charge, not a separate administration or restocking fee.

If your country is not supported, or you are returning from another destination, contact support@cphtrackers.com or call +45 33 60 20 10 before sending the parcel. We will explain the available return arrangements and any applicable shipping cost.

You may also arrange and pay for your own suitable, tracked return shipment. In that case, we do not deduct a portal label fee. Return the goods to Copenhagen Trackers ApS, Vibækvej 100, 5690 Tommerup, Denmark, unless we provide a different service address. Please ensure that any tracker containing a lithium battery is accepted by your chosen carrier and packed according to its instructions.

Original Delivery Charges

When you return your entire order under this policy, we refund the original standard delivery charge you paid. If you chose a more expensive delivery option, we refund only the cost of the least expensive standard delivery option we offered. The return-label fee is deducted separately; it does not replace the refund of the original standard delivery charge.

If you return only part of an order, we refund the amount paid for the returned items. The original delivery charge is not refunded where it still relates to the items you keep, unless applicable law requires otherwise.

Optional Withdrawal Form

You can use the portal, send your own clear statement, or copy and complete the form below. Using this form is optional.

To: Copenhagen Trackers ApS, Vibækvej 100, 5690 Tommerup, Denmark; support@cphtrackers.com.

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: [describe the goods].

Ordered on / received on: [date].
Order number (if available): [number].
Name of consumer(s): [name].
Address of consumer(s): [address].
Signature of consumer(s) (only if sent on paper): [signature].
Date: [date].

Delete the options that do not apply.

2. Marketplace Orders (e.g., Amazon)

If you purchased through a marketplace, please initiate your return through that marketplace's order page. Its return process and applicable return terms govern marketplace purchases, alongside your statutory consumer rights. Our webshop's 30-day return offer and portal label fees do not automatically apply to marketplace orders.

Check the seller shown on your order confirmation. If Copenhagen Trackers was the seller and you cannot resolve your return through the marketplace, contact support@cphtrackers.com. If another seller supplied the product, contact that seller for a purchase refund. We can still help with technical questions and any applicable manufacturer warranty.

3. Independent Retailer & Reseller Orders (e.g., Aldi)

For products purchased from an independent retailer or reseller, contact the seller to arrange a change-of-mind return, refund or statutory defect claim. Your purchase contract is with that seller, and its return terms apply alongside your statutory rights.

Need Technical Help? We can help with setup and troubleshooting regardless of the purchase channel. Contact us at +45 33 60 20 10 or support@cphtrackers.com. Manufacturer warranty enquiries can also be directed to us.

Product Inspection and Diminished Value

You may open and inspect the product to establish its nature, characteristics and functioning, as you would in a shop. Turning on the tracker, pairing it with the app and checking its settings does not automatically disqualify a return. Handling beyond what is necessary for that inspection may reduce the refund if it diminishes the product's value.

Use, Mounting and Refund Deductions

Scratches, mounting damage, adhesive residue, damaged battery terminals or missing components may cause a reduction in value. Avoid attaching the tracker with adhesive tape until you decide to keep it. Any deduction will reflect the actual diminished value, and we will explain it. We do not reject a statutory withdrawal simply because the packaging has been opened or the product has been inspected.

For discounted purchases, the product refund is based on the amount actually paid, not the undiscounted price.

Warranty Claims and Defective Goods (RMA)

If your product arrives damaged, is incorrect or develops a fault, contact us as soon as reasonably possible. A request to inspect your delivery promptly does not shorten your statutory claim period.

Statutory Consumer Rights and Manufacturer Warranty

Consumers purchasing from us have a two-year statutory right to complain about defects under Danish law, starting from delivery. Please report a defect within a reasonable time after discovering it; under Danish law, a complaint made within two months of discovery is always considered timely. Mandatory rights under the law applicable to your purchase remain unaffected.

Copenhagen Trackers also provides a two-year manufacturer warranty against defects in materials and workmanship, starting from the original purchase date. This warranty is additional to your statutory rights and does not replace or restrict them. Keep proof of purchase so that we can verify the warranty period.

How to Submit a Claim

Contact Support: Email support@cphtrackers.com with a description of the fault, the device ID/IMEI and your order number or proof of purchase, if available. Include your account username if relevant. Do not send passwords, payment-card details or unrelated personal information.
Technical Review: We aim to respond within 3 business days. Where appropriate, we will help you troubleshoot before asking you to send the device.
Return for Inspection: If a physical inspection is needed, support will provide instructions and, where applicable, a link to generate a pre-paid label at returns.cphtrackers.com. Necessary return shipping for valid defect claims against us is free of charge. We may select the carrier.
Assessment and Remedy: We will inspect the device and explain the outcome. For statutory claims, repair or replacement will be provided where appropriate, free of charge and within a reasonable time without significant inconvenience. A price reduction or refund is available when the legal conditions for those remedies are met.
Processing Target: We aim to complete an inspection and any repair or replacement within 7 business days of receiving the device. If more time is needed, we will explain the reason and provide an updated estimate. This target does not limit your statutory rights.

Damage, Battery Use and Warranty Coverage

The manufacturer warranty does not cover normal wear, normal battery depletion, or damage caused by misuse, unauthorised modifications, incorrect reassembly or unsuitable batteries. These exclusions apply to damage caused by those actions; opening a user-serviceable battery compartment or correctly replacing batteries according to our instructions does not automatically void coverage.

Follow the instructions for your specific model when replacing batteries or opening a user-serviceable housing.
Ensure seals, gaskets and screws are correctly positioned and secured. Water damage caused by incorrect reassembly is not covered by the manufacturer warranty.
Use only the battery types or replacement packs specified for your model.

These warranty exclusions do not remove statutory rights concerning a defect that is unrelated to misuse, modification or battery replacement.

Battery Safety — Cobblestone 2.0: Replace both batteries together. Do not mix new and used batteries, different brands, or different chemistries, such as alkaline and lithium batteries. Follow the product instructions for approved batteries, polarity and fitting. Incorrect battery use can cause leakage, overheating or other damage. Damage caused by incorrect battery use is not covered by the manufacturer warranty; your statutory rights for unrelated defects remain unaffected.

Damaged or Leaking Lithium Batteries

If a tracker or its battery is swollen, leaking, unusually hot, or damaged in a way that may affect battery safety, do not use a standard return label or send it through an ordinary parcel service. Contact support@cphtrackers.com before arranging transport. If safe to do so, provide photographs without opening or handling the damaged battery. We will advise on an appropriate return or local disposal route. A damaged outer casing alone does not establish that the battery is damaged, but please contact us if you are unsure.

Cobblestone Battery Replacement Service

For eligible Cobblestone devices with depleted batteries, we offer a paid factory battery replacement service. Order the service through cphtrackers.com and follow the instructions provided through returns.cphtrackers.com to obtain your shipping label and send in the tracker. Current prices, eligible models and service terms are shown when ordering. If you believe the battery has a covered defect rather than normal depletion, contact support before purchasing a paid service.

Refund Processing

Change-of-Mind Returns: We issue refunds without undue delay and no later than 14 calendar days after receiving your withdrawal notice. We may withhold the refund until we receive the goods or you provide evidence that you have sent them back, whichever occurs first. Any applicable return-label fee and justified diminished-value deduction will be explained in the refund breakdown.

Defect and Warranty Refunds: Where a refund is agreed or legally due, we process it without undue delay. Refunds for valid defect claims are not subject to a change-of-mind return-label fee.

Refunds are made to the original payment method unless you expressly agree otherwise, without a refund processing fee. Your bank or payment provider may take additional time to display the credit. If an expected refund has not appeared, contact +45 33 60 20 10 or support@cphtrackers.com.

Dispute Resolution and Consumer Complaints

Please contact support@cphtrackers.com first so that we can try to resolve your complaint.

Denmark:
If we cannot resolve the matter, you may submit an eligible complaint to Nævnenes Hus, Mæglingsteamet for Forbrugerklager, Toldboden 2, 8800 Viborg, Denmark. If mediation does not resolve it, the matter may be referred to Forbrugerklagenævnet, subject to its eligibility requirements.
Information and complaint portal: naevneneshus.dk.

Consumers in Other EU Countries, Norway and Iceland:
Your national European Consumer Centre can provide information and assistance with eligible cross-border consumer complaints.
Find your centre: European Consumer Centres Network.
The European Commission also maintains a directory of consumer dispute resolution bodies.

Norway:
For information on consumer complaints and mediation, visit Forbrukertilsynet.

Switzerland:
For consumer advice, visit Konsumentenschutz. This is an advice organisation, not a statutory dispute tribunal.

United Kingdom:
For information about consumer rights and available complaint routes in your part of the UK, visit GOV.UK consumer protection guidance. Advice services and dispute-resolution routes vary by location and issue.