How do I return or replace my order and what are my rights?

We hope you are very happy with your order, but should you not be, you can return it to us within 20 days circumstance to the below conditions. 

20 day returns policy

We are not able to cover the cost of returns postage on returns. However, you are welcome to use a delivery/postal service of your choice.

Please ensure that your tracker is posted within 5 days of our acceptance of the return. 

* We recommend using a 'signed for' service as we will not be able to refund you until your item has been received and inspected by our warehouse.

*Trackers that are damaged, badly scratched or barcodes faded will not be refunded.

Trackers will only be refunded if they are returned in sellable condition. That means the following:

1) You must ensure that before you return your tracker, the box is has not been damaged.

2) The collar attachment/clips or lanyard is clean and the charger present (we accept that the charger may not be tightly wrapped)

3) Please ensure that you delete the tracker from your APP. To do this, go to your Device List, then edit and then delete/unbundle. This will also clear your data from the tracker, for your security and privacy. 

On arrival, the tracker will be inspected. Missing items will result in a refund penalty. Unclean collar attachments, lanyards or clips will result in a refund penalty. Faded barcodes will result in a refund penalty.

Please ensure that you include a note with your full name, the email address that the order was placed with and the reason for the return within the parcel. Failure to include this information may result in a delay.

We reserve the right to deduct monies from the refund if all components are not returned with the tracker.  

If you have ordered multiple items, I.E multiple trackers, you are welcome to keep hold of them and only return the unwanted item(s). 

The returns address is: Ubeequee Ltd, 190 Maldon Road, Colchester, Essex, United Kingdom, CO3 3AZ.

Once the returned item is back with us, we will refund you within 14 working days. You will be notified by email.

We would appreciate you advising us that you are sending your tracker back so that we can process it swiftly for you when it arrives. You can email us at [e-mail].  Please ensure that you include a cover note with your full name, order number and reason for return within the parcel. Failure to include this information may result in a delay to your return being processed and any associated subscription may not be cancelled prior to renewal if you do not follow the above.

Subscriptions - Other than during the first 20 days after purchase, where you will receive a full refund, subscription cancellations will result in no further payments after the first term. 

What if I believe my order to be faulty?

All trackers are tested before being sent. This may result in the tracker looking like it has been used - please rest assured that you have received a new device. Trackers can take time to connect and begin tracking in your area. Please always allow at least an hour after turning it on for the first time. You will find that taking the tracker outside, preferably for a walk, will help.

If you still believe the tracker to be faulty, please email us at [e-mail] and we will be more than happy to assist. 

Please do let us know if you wish to return an item to us.  Please ensure that you include a note with your full name, the email address that the order was placed with and the reason for the request within your parcel. Failure to include this information may result in a delay. 

I want to return my tracker for a repair or replacement

We are not able to cover the cost of returns postage on returns or replacements. However, you are welcome to use a delivery/postal service of your choice. Please put a note inside the parcel with your request of repair/replacement, your order number, email address and full name. Failure to provide this information may cause a delay.

*Please ensure that your tracker is posted within 5 days of your request. We recommend using a 'signed for' service as we will not replace your item, until it has been received or proof of delivery is obtained.

Upon arrival of your replacement tracker, you do need to go to your Device List and add the new tracker to your account. It will not be automatically added. 

Only one replacement is covered by warranty. If the replacement needs replacing, then it will have to be purchased in full via our website. You would not need to order a new subscription.

What if my order has been damaged or has items missing?

We hand pack everything as we care greatly about our trackers and your loved ones. We hope the tracker arrives in top condition with all of the correct parts. We also have a great relationship with our courier and you should expect your order to arrive in perfect condition. Should it not, please contact us using the contact form on the website or email [e-mail] - quoting your order number.

We will help you return your tracker and will look to ship you a brand new parcel. Your website and APP details will remain the same. 

You are welcome to a refund should you not want a replacement on return of the item. 

Please refer here for full Terms and Conditions