Warranty and Returns Policy

Orders and Acceptance Policy

We may cancel or refuse orders based on certain conditions and pursuant to these Terms. Please note that there may be certain orders that we are unable to accept and must cancel. We reserve the right, at our sole discretion, to cancel or refuse any order as part of this Service for any reason. To avoid double handling your payment will not be processed until we have verified the pending order. Such situations include but are not limited to nil quantities available, inaccuracies with the pricing in this Service or fraudulent identifications. We will contact you if your order is being reviewed, refused or cancelled or if further information is required to process the order. If your order is cancelled following processing of your payment we will issue a credit via that payment method.

Shipping and Delivery Policy

The Fleet Office will only replace orders that are proven to be lost in transit by our delivery company. The Fleet Office will not be held responsible for goods delivered and accepted by a separate third party not connected to these Terms, the Service or the Customer. Further we cannot accept responsibility for any items left unattended at the Customer delivery address.

Certain factors such as order size, weight and shipping address may require us to ship via another method. The Fleet Office reserves the right to change your shipping method in these cases and will provide tracking details for the new carrier once shipped. We use mainly couriers (TNT) however in certain circumstances we have to use Australia Post (PO Boxes).  We ship a variety of hardware in several different box sizes and configurations.  For insurance purposes, we often split down consignments into multiple packages.

The delivery times provided by The Fleet Office are estimates only. The Fleet Office will not be held accountable for loss or damage relating to late deliveries and undelivered orders/items. Orders that are reported as not received/delivered despite tracking number confirmation of delivery confirmation are not eligible for replacement nor will compensation be granted unless proof of delivery failure can be provided. In the event that multiple items are ordered, separate part deliveries may be made when some of the ordered items are not available in stock or on backorder. All reasonable attempts to notify you will be made using the details you provided. By agreeing to our terms and conditions you acknowledge all information set forth under our other Terms.

Change of Address Policy

The Fleet Office takes no responsibility for orders shipped to an incorrect or invalid address and is not liable for any loss associated.  You are fully responsible for updating shipping address.

Faulty Returns:

Before sending back a tracker please follow the below steps:

  1. Call us to test the tracker
    If you suspect a tracker is faulty you will need to call us on 1300 110 248 and we will run a test on the tracker to be certain.
  2. Diagnose and if faulty, complete a ticket
    If the tracker has been diagnosed over the phone as faulty, you will need to complete the form (one form to be completed per faulty tracker) found on the Help Centre.
  3. Return the tracker
    Once a ticket how been logged in full, you will be able to return the tracker to be tested and if under warranty, it will be repaired and returned for free.Return address:
    The Fleet Office, 408/45 Brisbane Road,
    Mooloolaba QLD 4557
  4. Conditions
    Please note if you return the tracker(s) to us without completing the above steps, we will not proceed to test the trackers as we do not have sufficient information to proceed. We will notify you that you will need to complete the required form(s) and once complete we will go ahead to test.
  5. Trackers sent without a fault
    We will notify you that you will need to complete the required form(s) and once complete we will go ahead to test. Trackers that have been returned and no fault found, you will be liable for the return postage as well as an inspection fee of $25 per tracker due to the time it takes to fully test each device.
  6. Tracking and insurance
    Ensure you include tracking and insurance when you post the faulty trackers to us. The Fleet Office cannot be held responsible for a parcel that has not been received eg is lost in the post.


All orders will be packed to The Fleet Office specifications regarding tape, filler, and box size/quantity.


Fully established customers can order units with a Purchase Order Number.  New customers must pay upfront prior to shipping the hardware. 

Order Cancellation

Order cancellation requests must be emailed to admin@thefleetoffice.com.au within 30 minutes of the original order. We cannot guarantee any cancellations received after 30 minutes of the original order.

Order Shipment

All domestic residential orders will be shipped via courier per these Terms. PO Box orders will be shipped via Australia Post. All orders returned to The Fleet Office due to an incorrect address or order cancellation will be subject to a 10% restocking fee. Any lost/not returned products due to incorrect address will not be refunded. A new tracker must be purchased if needed.


We are not responsible for damages due to elements out of our control. You must contact us regarding damages within 24 hours of delivery.

Out of Stock Product Policy

Inventory availability is not guaranteed. We will always try to ship your order in as few shipments as necessary, however there will be times when orders will need to be split from two or more locations to complete the transaction. You will not be notified in these cases of split shipments, however you can request that we either DO or DO NOT automatically send split shipments.

Dangerous Goods

Devices with LI batteries (high capacity) must be shipped via road and this can add a long period onto the delivery time when delivering interstate. We will advise ETA’s and tracking numbers will be provided.

Ownership and Title

Ownership and Title of the goods remain in your possession pursuant to these Terms until such time as it is received back by us. This includes any return postage time.

Updates During

We will endeavour to keep you apprised of updates and tracking during the return process

Warranty Terms

As part of the Return Policy we (“The Fleet Office Pty Ltd”) agreed to repair or replace the Customers product purchased through our Website pursuant to these Services and all of its Terms. The standard warranty term is 24 months.  There is no extended warranty standard.  Extended warranties can be purchased from time to time in which case proof of an extended warranty is to be furnished to us.

Warranty Dates

All warranties are deemed to have started on the receipt date. The receipt date is the date of which there is proof of delivery. If no proof of purchase exists it is deemed to be five (5) calendar days from our dispatch date.

Warranties and Privacy

As part of the Warranty Policy we may record and use part of your personal information and registration information to provide a high standard of Service. For more information please refer to our Privacy Policy.

Warranty Inspection

Once a device has been tested remotely by a member of The Fleet Office and deemed to be potentially faulty, the device will be removed and sent back to The Fleet Office for Inspection.

If proven to be faulty, and still under warranty, a new replacement will be installed at no extra cost to the customer. If the device shows that it is in good working condition, the customer will be responsible for the re-installation of the device.

Warranty Limitations

The warranty is void if the installation or removal of the device was by a non-qualified person.  The Warranty does not cover if the device has been interfered or tampered with. The device is not waterproof, unless stated otherwise.

Use of the Warranty Terms

Beyond these Warranty Terms you may also be entitled to warranties under common law. We encourage Customers to check applicable legislation.

Warranty Documentation

We may request certain documentation to successfully process your warranty. These may include but not limited to; proof of purchase, confirmation emails, receipts and delivery documentation.

Damaged on Delivery

If goods are found to be damaged on arrival or during delivery Customers are requested to provide photographic evidence at the time of receipt. Receipt is defined in these Warranty Terms. If damage on delivery occurs time is of the essence to let us know.

Standard Warranties

Where a standard warranty is still valid we may request further information and may try and assist Customers to remedy the problem through troubleshooting, instructions and testing procedures.

Warranty Return Packaging

All items subject to a possible return must still be in the original packaging, undamaged and unopened. All small parts, items and accessories in the original product must be included. Any missing components may lead to a delay or refusal of the return. The product will be at the Customers risks whilst in transit to and from us pursuant to our Returns Policy.

Warranty Replacement and Repair

We aim to remedy the issue as fast as practically possible for all Customers. This may either be in the form of a replacement or repair at our discretion. In the case of a full repair we will endeavour to remedy that good or goods and return them as fast as practically possible. In the case of a part repair we will furnish the damaged parts and endeavour to remedy the good as fast as practically possible. In the case of a replacement we will endeavour to replace it like for like. However if this is not practically possible we will provide a similar replacement with the next closest product. The next closest product may not be identical but will be of similar replacement standard.

Warranty Credit

If we cannot fully repair, partly repair or replace the good or goods we will provide a credit to the customer account. The credit will be calculated as the purchase price paid minus the shipping and handling fees.

Warranty and Ownership

In any case once consideration has been given the returned item will become ownership of us.

Warranty and Logistics

Any hardware subject to a warranty process is to be posted back to our office address:

La Balsa, Suite 408/409 / 45 Brisbane Rd, Mooloolaba QLD 4557.

In the case that a subcontractor fitter did the initial work, that is the location that they must return the device for inspection.

Warranty Exceptions

In the following cases exceptions may apply to the Services. To the full extent permitted by law the standard warranty or extended warranty may not apply. These exceptions may include but not limited to:

  • If the product has been incorrectly supplied to the wrong Customer;
  • If the product is acquired illegally;
  • If a stolen or hacked account is used;
  • If the serial number has been removed;
  • If defects are from normal usage and age;
  • If the product has been altered or modified;
  • If the Customer manual steps have not been correctly followed;
  • If the damage is caused by fire, water or natural disasters;
  • If the consumables such as liquid, batteries and sacrificial parts are damaged;
  • If the product has been opened internally or tampered with; and
  • If the damage is only surface and not damage that causes full un-useability.

Limit of Liability

We exclude all other warranties not expressed in our Terms. You must not use the Website or Services for any purpose not permitted or contemplated by these Terms (or otherwise not authorised by us), or which is unlawful.

To the extent permitted by law:

  • you are responsible for your access to and use of the Website, including for other people’s use of the Service using your Customer name, password and/or answers to security questions (with or without your permission) not limited to products and Services;
  • we are not in any way liable to any party for any indirect, incidental, special or consequential damages or loss (without limitation including damages for loss of profits, business interruption, loss of information or damage to systems due to viruses or other harmful components) arising from the provision of, or your access to or use of, the Website; and
  • any guarantee, warranty, term or condition is implied or imposed into these Terms by legislation and cannot be excluded, then our liability for breach of that guarantee, warranty, term or condition is limited to the re-supply of the Services, or the payment of the cost of re-supplying the Services pursuant only to our Returns Policy and Warranty Terms.

Non Transferable Warranty

This is a non transfer license and warranty to the original owner and/or Customer only.

Warranty Discovery

If it is discovered that the goods are in fact in good working order we may seek costs to cover time and materials spent in this process. Further, if a warranty is found not to apply due to any exceptions or pursuant to these Warranty Terms.


We will determine finally if a product is not working inline with its specifications and product usage. This will be in consideration with an applicable consumer legislation.

Updates During Warranty

We will endeavour to keep you apprised of updates and tracking during the warranty process.

Entire agreement

These Warranty Terms comprise the entire return agreement between you and us in relation to your access to and use of the Website and Services.


The provision standard warranties and extended warranties and these Terms, including all of the rights and duties of the parties arising from or relating in any way to the provision of the Services and these Terms, are governed by the laws of Queensland, and we and you each submit to the exclusive jurisdiction of those courts.

Geographic Location

If you are based in Australia all laws and legislation may also affect the return policy and warranty terms. For more information contact the ACL (Australian Consumer Law) department or see our Warranty Policy on this Website.


The guarantee provide for in these Services cannot be excluded under Australian Consumer Law, if applicable.


If any of these Terms are invalid, unenforceable or illegal, the remaining Terms will continue to apply.

Warranty Changes

Pursuant to the Terms we reserve the right to update our Terms from time to time and continued use is deemed acceptance by you. This includes these Warranty Terms and all other policies.


You must not assign or novate these Terms or otherwise deal with their benefit or a right under them without our prior written consent, which may be withheld at our absolute discretion. We may at any time, without notice to you, novate or assign our rights and obligations under these Terms, and to the extent necessary you hereby consent to such novation, assignment or transfer.


No waiver of a right or remedy under these Terms is effective unless it is in writing and signed by the party granting it.

Was this article helpful?
0 out of 0 found this helpful