Refund and Returns Policy

How to Submit a Refund Request

If you wish to cancel your order, please submit a refund request form (https://locare360.com/support/) and provide the following information:

• Product name;
• Your order ID/reference number/transaction ID;
• The email address you used for the purchase;
• The reason why you want a refund.

We will process refund requests within 24 hours on working days, subject to the following terms.

Locare360 offers a 30-day money-back guarantee. After this period, we cannot cancel the order. Refunds under this guarantee will only be made in the following circumstances:

Acceptable Situations

Locare360 provides refunds within 30 days of purchase in the following situations. Refunds will be returned to the original account you used for payment.

• The purchased GPS drive has terminal technical issues, and no solution has been provided within 30 days. In this case, Locare360 will refund the product price if you are unwilling to wait for an update.
• You have purchased the same product twice or purchased two products with similar functions. Locare360 will refund the purchase price of one of the products or exchange one of the products for you.
• You have not received order information within 24 hours of purchase and have not received a timely response from the Locare360 support team (within 48 hours) after contacting the support center. In this case, Locare360 can cancel the order and provide a refund upon your request.
• You have been charged twice or multiple times for one item due to technical issues with the payment platform or other technical reasons. In this case, Locare360 will only charge for one product once and refund the extra payments.

Once we issue a refund, the corresponding license will be deactivated. Please ensure that the device does not affect resale (i.e., all accessories are complete, the device is undamaged, and the packaging is intact).

Situations Not Eligible for Refund

We cannot provide refunds in the following situations:

• Refund requests based on price differences for products in different regions or from different sellers.
• Refund requests due to purchasing similar products from different providers.
• Refund requests for deliberately purchasing similar products repeatedly.
• Refund requests that violate our sales promotion requirements.
• Refund requests due to your own errors and issues unrelated to the product. For example, device failure caused by not following the operating instructions.
• Refund requests due to credit card fraud or unauthorized payments. Locare360 collaborates with third-party payment processing services, so we cannot monitor authorization during the payment process. Please contact your card issuer to resolve the issue. Locare360 is always here to help whenever possible.
• Refund requests due to misunderstandings or lack of understanding of product features and performance because you did not carefully read the product description before purchase.
• Refund requests for not receiving order information within two hours of a successful order. Locare360’s system will automatically send a registration email immediately upon receipt of payment. However, some delays may occur due to internet or system failures, email spam settings, email misspellings, etc. In this case, you can retrieve the order information here or contact our support center.
• If you refuse to cooperate with the Locare360 support team to solve the problem and apply the provided solutions without a valid reason.
• Refund requests without justifiable reasons.

Product Return Policy for Locare360 Elderly GPS Devices

In the event of a refund request for a physical GPS device, customers are required to return the product to Locare360 in order to be eligible for a refund. The returned product should be in a condition suitable for resale, including:

1. All accessories and components that were originally included with the product must be returned.
2. The device should be undamaged and in working condition.
3. The packaging should be intact and in good condition.

To return a product, please follow these steps:

1. Contact our support team at https://locare360.com/support/ to initiate the return process.
2. Pack the device securely in its original packaging, if possible, or in a sturdy box with adequate padding to prevent damage during shipping.
3. Include a copy of your order confirmation.
4. Ship the package to the address provided by our support team. Please note that the customer is responsible for any shipping costs associated with returning the product, unless the return is due to an error on Locare360’s part (e.g., receiving a defective or incorrect item).

Additional Costs and Refunds for Returns and Exchanges

If returns or exchanges are needed due to seller reasons, including but not limited to wrong items shipped, quality issues, etc., buyers should contact customer service for confirmation. Provided items are unused and other requirements are met, orders will be handled as follows:

I. Returns

• Refund amount: Buyers will receive a full refund of the amount actually paid for the order, at a ratio of 100%.
• Return shipping cost: Shipping costs are borne by the seller.

II. Exchanges

• Cost of original shipment: Borne by the seller.
• Cost of exchange shipment: The shipping cost for the exchanged item sent to the buyer is also borne by the seller.

If returns or exchanges are needed due to personal reasons of the buyer, including but not limited to change of mind, subjective dislike of product, etc., buyers should contact customer service for confirmation. Provided items are unused and other requirements are met, orders will be handled as follows:

I. Returns

• Refund amount: Buyers will receive a full refund of the amount actually paid for the order, at a ratio of 100%.
• Return shipping cost: Shipping costs are borne by the buyer themselves. Buyers need to cover the return postage or shipping costs for sending items back.

II. Exchanges

• Cost of original shipment: Borne by the buyer themselves. Buyers need to cover the return postage/shipping costs of the original items.
• Cost of exchange shipment: The shipping cost for the exchanged item sent to the buyer is also borne by the buyer themselves.

Supplementary note: Upon receiving your exchange/return request, our customer service representative will send you the instructions and address for exchange/return via email. Please follow the instructions to process the exchange/return. If you can provide some photos as return materials, we would greatly appreciate it.

Once we receive the returned product, our team will inspect it to ensure it meets the conditions for resale. If the product is in satisfactory condition, we will process your refund within 3-5 business days. You will receive a refund within one week or have an exchange order processed after we receive your package. We’ll email you once processing your refund or exchange. FYI: It will take a longer time (maybe 1 to 2 weeks depending on which CC company is) to process the refund for the bank if your original payment method is the credit card.

Please note that failure to comply with these return requirements may result in a delay or denial of your refund request. If you have any questions or concerns about our product return policy, please don’t hesitate to contact our support team for assistance.

We are always happy to receive any suggestions or feedback. We are always willing to talk to you and will do our best to find the best way to resolve any issues you may encounter while using Locare360.