Our Return and Refund Policy
Our mission is to simplify life and enhance peace of mind. Below is a simple overview of our Return and Refund Policy. Please scroll down and read any details further below that are relevant to your situation.
- Subject to the terms of this policy, we offer a 30-day return policy from the date your items are delivered to your address.
- To return an item, you need to contact us first. We try to make this super easy and fast.
- If you return an item that is eligible for a refund, we will refund you on your original payment method (minus the cost of outbound shipping on the original order).
- You are responsible for shipping back your returned items to us at the address listed below.
- If something isn’t working, reach out! Email firstname.lastname@example.org. We are here to help!
We have a 30-day return policy, which means you have 30 days after your item is delivered to your address to request a return.
To be eligible for a return, you must first receive authorization from us to return your items and your item(s) must be in the same condition that you received it, with all parts and components working and intact, and in its original packaging. To be eligible for a return, the returned item must be free of any user alteration or modification from the original state of the product, including, but not limited to: physical damage inconsistent with normal wear and tear, and cosmetic damages (paint, stains, spills, etc.). The returned item must be returned in its original packaging, if any, but the product package itself CANNOT be used to send a return. The product in the original packaging should be inserted into a larger package to prevent damage during return shipment. You’ll also need to provide a receipt or proof of purchase.
To start a return, you can contact us at email@example.com or via web chat with your name, email, order number, and reason you are requesting a return along with any relevant notes. If you are eligible for a return, we will issue a Return Merchandise Authorization (RMA) number which will be used to track the status of your return. Please note that returns will need to be sent to the following address: All Aware, 511 West Bertrand Avenue, St. Marys, KS 66536 USA.
If your return is accepted, you will receive instructions on how and where to send your package. You are responsible for shipping costs to return your item(s). Items sent back to us without first requesting a return will not be accepted. If your item(s) do not arrive within 30 days of the return being authorized, your return will be nullified and we will not accept your return or provide you with a refund.
You can always contact us for any return question at firstname.lastname@example.org or by web chat during our standard business hours.
Please see the section Refunds below regarding our Refund Policy.
Damages and Issues
Please inspect your order upon your receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and correct any problems.
Please activate and install any mountable devices within 21 days of receiving your product to verify their working condition and cellular connectivity. Failure to do so may forfeit your eligibility for a return or replacement.
Exceptions /Non-returnable Items
We also do not accept returns for perishable accessories such as batteries (unless originally included in the product), used or open installation materials, screws, or mounting tape. Please get in touch with us if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards. We do not accept returns for subscriptions. Please see the Refunds section below for information about subscriptions.
There are some scenarios when replacing your product may be necessary. Throughout this process, we are here to help!
Replacements of products may be required when the equipment is technically defective or when the cellular signal is unreliable in your installed location. The exception to the latter is in cases where you install the product 1) in a zip code other than the zip code you entered during your Device Configuration Process after checkout, or 2) in a location that is not suitable for cellular connectivity (for example, behind concrete walls or in an underground location). The equipment must show lack of cellular connectivity when located outside and be in the same zip code you entered during your Device Configuration Process after checkout.
If you activate and install your product(s) and find they may be defective or are not receiving cellular signal, please contact us immediately at email@example.com - or via web chat during standard business hours. We will work together to troubleshoot any technical issues and find an acceptable solution. If we find the product to be defective (for whatever reason) and you have contacted us initially within 30 days of your product having been delivered, you may be eligible for a replacement. Once we determine that a replacement is required and you are eligible, we will send you instructions on how to return the product, as well as a pre-paid shipping label for the return package. Once we have received your defective product, we will ship you a new product to the same address from your original order using our standard shipping.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Returns sent to the wrong address will not be accepted as eligible for a refund. If approved for a full refund, we will refund the order amount, including subscription costs, less outbound shipping cost paid at checkout.
If your return is approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund. We do not issue store credit or paper checks as refund options currently.
If more than 15 business days have passed since we’ve approved your return and your refund has not been posted, please contact us at firstname.lastname@example.org or via web chat.
Cancel Anytime – Subscription Cancellations and Reactivation
We allow you to cancel your subscription for any or all devices at any time. Subscriptions are pre-paid on a monthly basis. We do not refund any pre-paid subscriptions (neither whole nor pro-rated amounts). If you cancel your subscription on any or all devices, your subscription (Service) will remain active and operating through the pre-paid period. At the end of this period, your devices will be removed from your account (within 5 business days), along with your access to them, and any associated preferences, activity logs, notifications, and alerts.
You can read more about the Cancellation of Service by viewing our Terms of Service here: https://allaware.com/policies/terms-of-service
If you wish to reactivate your devices and begin your subscription again, please contact us at email@example.com. You will be charged a USD $10 activation fee per account when you reactivate your subscription.
This Return and Refund Policy is not intended to be exhaustive of every situation or scenario. We reserve the right to modify this Return and Refund Policy at any time. If you have questions, we are here to help you! Please contact us with any questions you may have by emailing firstname.lastname@example.org or via web chat.
Last updated: October 12, 2022