Refund policy

Overview

We want you to be satisfied with your order. This Refund Policy explains how returns, refunds, exchanges, damaged items, faulty items, and incorrect items are handled by Modient Drive.

This policy should be read together with our Terms of Service, Shipping Policy and Privacy Policy.

Nothing in this Refund Policy limits any rights you may have under applicable consumer protection laws that cannot legally be excluded.

30 Day Return Policy

We offer a 30 day return policy for eligible items. This means you have 30 days after receiving your order to request a return.

To be eligible for a return, your item must be:

• Unused
• Uninstalled
• In the same condition that you received it
• In its original packaging
• Complete with all included accessories, manuals, cables, parts, and packaging materials

You will also need your order confirmation, order number, or other proof of purchase.

How to Start a Return

To start a return, contact us at support@modientdrive.com with:

• Your order number
• Your full name
• The item you wish to return
• The reason for your return
• Photos of the item and packaging, if requested

Please do not send items back without contacting us first. Items returned without prior approval may not be accepted.

If your return is approved, we will send you instructions on how and where to send your item.

Return Shipping Costs

Customers are responsible for return shipping costs unless the item is confirmed to be faulty, damaged, or incorrect.

Original shipping costs, if any, are non-refundable unless required by applicable law or unless the return is due to an error by Modient Drive.

You are responsible for ensuring returned items are packaged safely. We recommend using a tracked shipping service, as we are not responsible for returned items that are lost or damaged in transit.

Damaged, Faulty, or Incorrect Items

Please inspect your order when it arrives.

If your item is damaged, faulty, defective, incomplete, or you received the wrong item, contact us as soon as possible at support@modientdrive.com with:

• Your order number
• A clear description of the issue
• Photos or videos showing the issue
• Photos of the packaging, if the item arrived damaged

If the item is confirmed to be faulty, damaged, or incorrect, we will make it right by offering a replacement, refund, repair, store credit, or another suitable solution, depending on the circumstances and any rights you have under applicable law.

GPS Tracking Products, SIM Cards and App Access

Some Modient Drive products may require a compatible SIM card, mobile data plan, mobile network coverage, APN setup, third party tracking app, platform access, account setup, subscription, or server access in order to operate.

Unless the product page clearly states otherwise, SIM cards, data plans, mobile network services, and carrier charges are not included.

A product will not be considered faulty simply because:

• You do not have a compatible SIM card or data plan
• Your SIM card is inactive, expired, restricted, incorrectly configured, or unsuitable
• Your mobile provider has poor coverage or does not support the required network bands
• APN, app, account, or activation settings have not been correctly configured
• A third party app, platform, server, or subscription service changes, experiences downtime, or becomes unavailable
• GPS signal, mobile network signal, or tracking accuracy is affected by location, buildings, tunnels, weather, device placement, network coverage, battery level, or other external factors

If you are unsure whether a product is suitable for your intended use, SIM provider, country, vehicle, equipment, or mobile network, please contact us before placing your order.

Non Returnable Items

We cannot accept change of mind returns for:

• Items that have been used, installed, damaged, altered, modified, or tampered with after delivery
• Items not returned in their original packaging
• Items missing accessories, parts, manuals, cables, or packaging materials
• Items damaged due to incorrect installation, incorrect wiring, misuse, unsuitable SIM cards, incorrect APN setup, or failure to follow instructions
• Final sale or clearance items, where clearly marked
• Gift cards, digital products, subscriptions, or downloadable products, if applicable

This does not limit any rights you may have for faulty, damaged, defective, or incorrectly supplied products under applicable consumer protection laws.

Change of Mind Returns

We may accept eligible change of mind returns within 30 days of delivery if the item meets the return conditions above.

Change of mind returns do not apply where the item has been installed, used, activated, altered, damaged, or removed from its original packaging in a way that means it can no longer be resold as new.

Return shipping costs for change of mind returns are the customer’s responsibility.

Exchanges

The fastest way to exchange an item is to request a return.

Once your return is approved, you can place a new order for the replacement item.

We do not guarantee that replacement items will be available at the time your return is processed.

Refunds

Once we receive and inspect your return, we will let you know whether the refund has been approved.

If approved, your refund will be processed back to your original payment method within 10 business days.

Please note that your bank, card provider, payment provider, or checkout provider may take additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund, contact us at support@modientdrive.com.

Order Cancellations

If you wish to cancel an order, contact us as soon as possible at support@modientdrive.com.

We may not be able to cancel or change an order once processing, fulfilment, or shipping has started.

If your order has already shipped, you may need to request a return after receiving it.

Refused Deliveries and Incorrect Addresses

You are responsible for providing a complete and accurate shipping address at checkout.

We are not responsible for orders delayed, lost, returned, or delivered incorrectly because of an incorrect or incomplete address provided by the customer.

If an order is refused, unclaimed, or returned to sender because of an incorrect address, failed delivery attempt, customs issue, unpaid import charge, or customer refusal, any refund may be reduced by shipping costs, return shipping costs, carrier fees, customs charges, or other costs incurred by us, where permitted by law.

International Orders

For customers outside New Zealand, including customers in the United States, you may be responsible for sales tax, customs duties, import tariffs, brokerage fees, carrier fees, or other charges imposed by your country, state, region, customs authority, or delivery provider unless those charges are clearly collected at checkout.

These charges are not refundable by Modient Drive unless required by applicable law.

If you return an international order, you are responsible for ensuring the return shipment complies with all customs, shipping, and carrier requirements.

Lawful Use of Tracking Products

Modient Drive products must only be used on vehicles, equipment, assets, or property that you own, control, or are legally authorised to monitor.

You must not use our products to secretly or unlawfully track another person, vehicle, employee, contractor, spouse, partner, former partner, child, private vehicle, rental vehicle, shared vehicle, or any person or property without lawful authority or required consent.

We are not responsible for misuse of tracking devices or use that breaches applicable laws, privacy rights, employment obligations, surveillance laws, stalking laws, telecommunications laws, or data protection requirements.

Misuse, unlawful use, or use contrary to our Terms of Service does not entitle you to a refund.

Contact Information

Questions about returns or refunds should be sent to:

Modient Drive
Email: support@modientdrive.com
Business entity: Modient Limited
Business location: Auckland, New Zealand