Return policy

Scope: business-to-business sales (B2B)

Trackiber sells Teltonika telematics hardware aimed at professional use: fleet management, installations by workshops and partners, integration into third-party platforms and resale by distributors. The entire catalog is aimed at companies, freelancers and industry professionals acting within the scope of their economic activity.

Given the nature of the product and the buyer, purchases on trackiber.es are governed by the Spanish Commercial Code and Law 7/1996 on Retail Trade. Royal Legislative Decree 1/2007 (Consolidated Text of the General Law for the Defence of Consumers and Users) does not apply, as its subjective scope is reserved for natural persons acting for a purpose unrelated to their commercial, business, trade or professional activity (art. 3 RDL 1/2007).

No right of withdrawal

As this is a business-to-business relationship, the 14-day legal right of withdrawal does not apply as set out in articles 102 et seq. of RDL 1/2007. Placing an order on trackiber.es entails a firm commercial sales contract.

This does not exclude the seller's liability for delivery of non-conforming, defective or wrong products. The following sections and the warranty page apply to those cases.

Discretionary returns

Trackiber may discretionarily accept the return of a product in resaleable condition where there is a reasonable commercial reason (wrong model chosen, change of project needs, customer over-ordering). Acceptance is always prior, in writing and subject to the following conditions:

• Request deadline: up to 14 calendar days from receipt of the order.
• Condition: product unused, not installed, not reprogrammed, with intact original packaging, all accessories and tamper seals intact.
• Return shipping costs: at the customer's expense. The customer may use their preferred carrier or request Trackiber to arrange pickup at their account.
• Refund: of the product amount (not of the initial delivery shipping costs), once the condition is verified at the warehouse. The target timeframe is 10 business days from receipt.

Trackiber reserves the right to refuse the return or apply a reconditioning charge (up to 20% of the amount) if the product is received with signs of tampering, installation, non-reversible configuration or damaged packaging.

Cases where Trackiber pays the return shipping

When the cause of the return is the seller's responsibility, return shipping costs are fully borne by Trackiber:

• Product defective from the start (DOA, dead on arrival): the device does not turn on, does not communicate or has a manufacturing defect notified within the first 30 days from receipt.
• Logistics error: the product delivered does not match the model, configuration or quantity invoiced.
• Transport damage: the package arrives visibly damaged or the contents appear damaged when opened. It must be reported to info@trackiber.es within 24 hours after delivery, providing photos of the packaging, the product and, if applicable, the delivery note signed with reservations.

In these cases Trackiber arranges pickup with its regular carrier and proceeds to replace the device with an equivalent new unit or to provide a full refund, at the customer's choice.

Products not eligible for return

Even where discretionary acceptance is granted, returns are not accepted for:

• Devices configured to the customer's specifications (APN, TCP/UDP server, codec, I/O profiles, IO mapping) when that configuration was expressly requested and applied before shipping.
• SIM cards activated under the customer's name, IMEIs linked to the customer's FOTA Web account or any other non-reversible named asset.
• Products with an associated licence, subscription or service already activated.
• Bespoke project orders (pre-configured batches, specific integrations) explicitly identified as "non-returnable" in the confirmation.

How to request a return or an RMA

1. Initial contact: write to info@trackiber.es stating order number, model, IMEI (if applicable), reason and, in case of a defect, a technical description with steps to reproduce. Most incidents are resolved remotely (configuration adjustment, codec change, firmware patch via FOTA Web) without the need for a physical return.
2. RMA confirmation: if a return is appropriate, you will receive by email the RMA number, the shipping address and who is responsible for the transport costs based on the reason for the return.
3. Shipping: pack the product in its original packaging (or equivalent), include a copy of the RMA confirmation and keep the carrier receipt.
4. Verification and resolution: upon receiving the device, we verify it at the warehouse and proceed with replacement, repair or refund as appropriate. Target timeframe: 10 business days.

Manufacturing defect warranty

The commercial return regime described on this page is independent of the 24-month Teltonika commercial warranty against manufacturing defects, as well as the hidden-defects regime of the Spanish Commercial Code (art. 342 CCom and art. 1,484 CC). The process, timeframes and coverage are detailed on the warranty page.

Contact

Any request, question or claim related to this policy: info@trackiber.es. Including the order number in the subject line speeds up processing.