Refunds and Returns Policy

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1. Scope and Application

 

This Refunds and Returns Policy applies to all purchases made through the Sentinel IoT website and Platform, including physical tracking devices (“Devices”) and digital services such as platform access and subscriptions (“Subscriptions”). This policy must be read together with the Sentinel IoT Terms of Service.

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2. Physical Devices

2.1 Defective Devices

2.1.1 Devices that are defective at the time of delivery may be returned for repair, replacement, or refund, subject to verification by Sentinel IoT or the manufacturer.

2.1.2 Defective Devices must be reported within 7 (seven) days of delivery and returned in accordance with the issued Return        Authorisation (RA) instructions.

2.1.3 Where a defect is confirmed, Sentinel IoT will, at its discretion:

• Repair the Device;

• Replace the Device with an equivalent unit; or

• Refund the purchase price paid for the Device.

2.2 Non‑Defective Devices (Change of Mind – Consumers Only)

2.2.1 Consumers may return non‑defective Devices within 7 (seven) days of delivery, subject to the Electronic Communications and Transactions Act.

2.2.2 Devices must be unused, unopened, and returned in original packaging with all accessories intact.

2.2.3 Return shipping costs are borne by the Consumer.

2.2.4 A reasonable handling or restocking fee may apply where permitted by law.

2.3 Exclusions

The following are not eligible for return or refund:

• Devices damaged due to misuse, incorrect installation, unauthorised modification, or environmental exposure beyond specification;

• Devices returned without a valid RA number;

• Devices activated, provisioned, or linked to a live account where such activation materially alters resale value.

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3. Subscriptions and Digital Services

3.1 Subscriptions provide time‑based access to the Sentinel IoT monitoring platform and associated digital features.

3.2 Subscriptions are non‑refundable once activated, except where required by applicable law.

3.3 No refunds are provided for:

• Partial subscription periods;

• Periods of non‑use;

• Suspension due to non‑payment, misuse, or breach of Terms of Service.

3.4 Cancellation of a Subscription prevents future billing but does not entitle the User to a refund for the current billing period.

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4. Returns Process

4.1 All returns require a Return Authorisation (RA) issued by Sentinel IoT support.

4.2 Devices returned without an RA may be rejected or returned at the User’s cost.

4.3 Returned Devices are inspected and tested prior to approval of any refund, repair, or replacement.

5. Refund Method and Timing

5.1 Approved refunds are processed using the original payment method.

5.2 Refund processing times may vary depending on payment provider and banking institution.