Returns policy

Right of withdrawal (consumers)

If you have purchased as a consumer (not for professional use), you have the right to withdraw from the contract within 14 calendar days of receiving the product, without justification and without penalty, under Spanish Royal Legislative Decree 1/2007.

The period starts from the day you, or a third party indicated by you (other than the carrier), physically receive the product. If the order contains several items delivered separately, the period starts on receipt of the last one.

How to exercise it

1. Notify by email to info@trackiber.com stating: order number, products to return and reason (not mandatory, but it helps us improve). We will reply with the RMA number and the return address.
2. Pack the product with its original packaging, accessories and manuals. The product must be unused, with no installation carried out and in saleable condition.
3. Send it to the address we provide in the reply. Keep the carrier receipt until confirmation of receipt.
4. Receive the refund within a maximum of 14 calendar days from our confirmation of receipt, by the same payment method used at purchase.

Return shipping costs

Return shipping costs are borne by the customer, except in the following cases where we cover them:

• The product has a manufacturing defect or does not work correctly from the start.
• The product received does not match what was ordered (shipping error).
• The product arrived damaged in transit (you must notify within 24 h of receipt and provide photographs).

Products not subject to withdrawal

Pursuant to art. 103 of Spanish RDL 1/2007, the right of withdrawal does not apply in the following cases:

• Products personalised or specifically configured for the customer (e.g., devices preconfigured with the customer's APN or server, SIM cards activated in their name, IMEIs linked to a named FOTA Web account).
• Sealed products that are not suitable for return for health or hygiene reasons and that have been unsealed after delivery.

If your order falls into one of these categories, we will tell you before shipping so you can confirm acceptance of the loss of the right of withdrawal.

B2B returns

If the purchase was made as a company or sole trader (with company VAT number on the invoice), the consumer right of withdrawal does not apply. In those cases, returns are handled case by case and depend on the product's condition and the reason. Write to info@trackiber.com and we will assess.

Defective or faulty product

If your product has a manufacturing defect within the legal or commercial warranty period, the procedure is different from withdrawal: see the warranty page for the RMA process steps.