Warranties & Returns

We offer free returns within 7 (seven) calendar days of purchase, subject to the following conditions:

• The item must be unused, undamaged, and in the exact condition as received, returned in its original, intact packaging.
• All original accessories, manuals, charging cables, mounting clips, adhesive strips, and documentation must accompany the product.
• The product must be in resalable condition. Any visible signs of wear, use, damage, or tampering will result in the return being rejected.
• Product packaging must not be ripped, torn, or defaced and must be in resalable condition.
• A valid proof of purchase (invoice or order confirmation) is required for all returns.

In accordance with Section 44 of the Electronic Communications and Transactions Act (ECTA), you have the right to cancel an order and return a product purchased online within 7 (seven) calendar days of receiving delivery, without reason and without penalty, provided:

• The item is returned in its original, saleable condition.
• It has not been used, activated, paired with a device, or tampered with.
• All original packaging, accessories, and documentation are included.

An Out of Box Failure applies to new GPS tracking tags, smart tags, and related devices that are found to be faulty within 7 (seven) calendar days of purchase.

3.1 OBF Requirements

• Returned within 7 calendar days from the date of purchase (as per the invoice).
• All original packaging, accessories, manuals, and charging cables must be included.
• Product must be free from physical damage, liquid damage, dents, scratches, or misuse.
• Serial number on packaging must match the serial number on the device and invoice.
• Valid proof of purchase required. Any sign of tampering will void the OBF claim.

3.2 OBF Process

• Return shipping is at the customer's expense, unless the return is due to an error by Tag Smart or a confirmed defective item.
• We recommend using a trackable shipping method. Tag Smart is not responsible for items lost in return transit where no tracking is provided.
• Original shipping fees paid at the time of purchase are non-refundable.
• A restocking and handling fee of up to 25% may apply if an item is returned opened, used, or missing packaging and its original contents.
• If a product is returned damaged, incomplete, or without its original packaging, Tag Smart reserves the right to apply a reasonable deduction in accordance with the CPA.

If you have received an incorrect product:

All warranty claims are governed by the original manufacturer's warranty terms. Tag Smart acts as a facilitator for warranty support on eligible products purchased from us.

6.1 Warranty Periods by Product

The warranty period begins on the date of purchase as reflected on the invoice or delivery note. Warranty repairs must be completed by authorised repair centres or returned to Tag Smart for facilitation.

6.2 Pre-Owned, Demo, and Clearance Products

These products have been certified and tested prior to listing and are covered by a 7-day return or refund warranty, unless otherwise specified on the product listing. Warranty duration may vary by product type — please refer to the specific listing for details.

6.3 What Voids a Warranty?

The warranty will be void if:

• The device shows physical damage, misuse, neglect, liquid damage, or evidence of unauthorised third-party repairs or modifications.
• The serial number has been removed, altered, or tampered with.
• The device has been modified externally (e.g. adhesives, decals, or alterations affecting internal components or water resistance).
• Non-compatible accessories, non-approved charging methods, or unauthorised software have been used.
• Installation guidelines, user instructions, or recommended operating conditions have not been followed.
• The device has been exposed to conditions outside its rated IP (ingress protection) specification.

7.1 Repair Process Overview

• All repairs are subject to assessment and may take up to 21 (twenty-one) working days, excluding shipping time.
• Devices must be booked in by a person 18 years of age or older with valid proof of purchase and identification.
• All user data, tracking history, and paired app configurations may be wiped during repair in compliance with POPIA. Remove your device from your tracking app and back up any data beforehand.
• Do not include SIM cards or memory cards — these may be destroyed during repair and are not recoverable.
• Do not include accessories unless specifically requested by Tag Smart during booking.
• Tag Smart will not be held responsible for loss of SIM cards, accessories, or peripheral items submitted unnecessarily.

7.2 Repair Warranty

• All repairs (except those caused by liquid damage or corrosion) are guaranteed for 3 (three) months against faulty workmanship from the date the collection notification is issued.
• For out-of-warranty repairs, a quotation will be issued and will remain valid for 10 (ten) calendar days.
• A deposit or assessment fee may be required before repair work commences.
• The device will only be released after full payment has been received.

7.3 Warranty Exclusions

The warranty does not cover damage or failure caused by:

• Physical abuse, impact, dropping, crushing, or bending
• Misuse, negligence, or incorrect handling
• Water or moisture damage, unless the product is specifically sold as waterproof
• Exposure to excessive heat, fire, chemicals, or unsuitable conditions
• Unauthorised repairs, opening, tampering, or modifications
• Normal wear and tear; scratches, dents, marks, or cosmetic damage
• Battery depletion due to normal use
• Lost, stolen, or misplaced products
• Loss of the item to which the TagSmart device was attached
• Incorrect setup, incorrect app use, or unsupported devices
• Failure to follow product instructions
• Damage caused during customer installation, attachment, removal, or use

7.4 Abandoned Devices

• Refunds will be processed within 14 (fourteen) business days after receiving and verifying the returned item.
• Refunds will be issued to the original payment method used at the time of purchase.
• In certain cases, a store credit voucher may be issued for use on the Tag Smart website at www.tagsmart.co.za.
• Exchanges are subject to product availability at the time of the request.

The following items are not eligible for return or exchange:

• Gift cards, vouchers, and digital downloads.
• Products with activated SIM cards or data plans where the activation was performed by the customer.
• Items returned in damaged, altered, or incomplete condition (e.g. scratched, missing packaging, missing accessories) may be refused or refunded at a depreciated value.

• Before Tag Smart grants approval for a return, the manufacturer may inspect the product at an authorised facility. This process may take between 7 and 21 working days, excluding courier time.
• If the device is found to be defective within the applicable manufacturer's warranty period, you will be entitled to a free repair or replacement in accordance with the warranty terms.
• If the product is found not to be defective, or the fault is not covered by warranty, you will not be entitled to any refund, free replacement, or free repair. You will also be liable for collection and return costs.
• Products returned damaged, neglected, scratched, or modified will not be accepted and will be returned to the customer at the customer's expense.
• If a refund is approved but the product has not been returned in its original packaging with all original contents, the refund will be processed less a depreciation deduction to cover any damages or losses.

To begin a return, contact our customer service team. Please have your order number and proof of purchase ready when contacting us. Our team will guide you through the process promptly and professionally.

Some TagSmart products may include replaceable or non-replaceable batteries. Battery life may vary depending on usage, environment, product model, signal activity, app settings, and device conditions.

TagSmart may not accept returns for:

• Products damaged through misuse or negligence
• Products with missing accessories or packaging
• Products that have been tampered with or opened
• Products purchased from unauthorised sellers
• Sale, clearance, or promotional items, unless defective
• Gift cards, vouchers, or store credits
• Products returned after the return period, unless covered by applicable warranty or consumer protection rights

Tag Smart shall not be liable for any loss, cost, claim, or damage of whatsoever nature (excluding injury or death) suffered by the customer in relation to any product, however arising.

All support and/or maintenance offered in relation to any product is provided by the manufacturer thereof. Tag Smart shall not be liable for any loss, cost, claim, or damage suffered by the customer in relation thereto, including any failure of the manufacturer to provide same.

GPS and smart tracking technology relies on satellite signals, mobile network coverage, Bluetooth connectivity, and other external factors beyond Tag Smart's control. Tag Smart does not guarantee the absolute accuracy, reliability, or uninterrupted availability of location data. Tracking devices are designed to assist with locating items, pets, or persons and are not a substitute for professional security, surveillance, or emergency services.