Refund policy

At Findo, your satisfaction and the safety of your furry companions are our highest priorities. We stand behind the quality and performance of our smart pet trackers. This policy outlines your rights and how we handle returns, replacements, and refunds in strict accordance with the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010.

1. Australian Consumer Law Guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. 30-Day Risk-Free Trial (Change of Mind Returns)

We want you and your pet to explore with complete confidence. In addition to your statutory rights under the ACL, Findo offers a 30-Day Risk-Free Trial:

  • You may return your Findo tracker within 30 calendar days of receiving your delivery for any reason.
  • To be eligible for a change-of-mind return, the product and its original packaging must be in good cosmetic condition with all accessories, cables, collar clips, and documentation included.
  • Customers are responsible for return shipping postage for change-of-mind returns. We recommend using a trackable service (e.g., Australia Post with tracking).
  • Once received and inspected at our return facility, your refund will be processed back to your original payment method (e.g., Credit Card, PayPal, Afterpay) within 3 to 5 business days. Original shipping fees (if any) are non-refundable.

3. 12-Month Manufacturer Limited Warranty

All Findo hardware devices are covered by our 12-Month Manufacturer Warranty starting from the original delivery date:

  • Coverage: Defects in materials, manufacturing faults, hardware component failures, cellular/GPS antenna internal defects, or internal battery failure under normal, intended pet usage.
  • What Is Not Covered: Damage caused by pet chewing/biting, intentional physical abuse, unauthorized disassembly, water exposure exceeding rated IP67 operational limits, or external damage from accidents or third-party misuse.
  • Resolution: If a defect arises within 12 months, Findo will repair or replace the device with a brand-new unit at no additional charge, including covering necessary replacement shipping costs.

4. How to Initiate a Return or Warranty Claim

  1. Email our Australian support team at [support@getfindo.com] with your Order Number, proof of purchase, and a brief description/photo of the issue.
  2. Our team will issue a Return Merchandise Authorization (RMA) along with the designated return address.
  3. Please do not return items without an approved RMA, as this may delay processing.