Return & Exchange Policy

Damaged or manufacturing-defective devices are replaced — not refunded

This policy applies to GPS tracking devices purchased from Kaptan GPS — on www.kaptangps.com, at our Vadodara office, or through an authorised representative. A device is taken back only for exchange, and only when it is damaged on delivery or covered by the manufacturer's warranty.

Please read it along with our Terms of Service and Privacy Policy.

Exchange only — no cash refunds

Every approved return is settled as a replacement of the same or an equivalent model. We do not offer money-back refunds on delivered devices, and a return is accepted only for a manufacturing defect covered under warranty.

Received a damaged or faulty device?

Please do not install or power on the device. Share your Order ID with photos of the device and IMEI label (and an unboxing video, if you have one) — our team will verify the issue and arrange a free exchange.

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  • Call: +91 95580 74945
  • Email: info@kaptangps.com
Support hours: Monday – Saturday, 9:00 AM – 6:00 PM IST

1. What This Policy Covers

  • All GPS tracking hardware sold by Kaptan GPS, including the HYJN series (HYJN01, HYJN03, HYJN04, HYJN05, HYJN06, HYJN07) and AIS 140 certified VLTD devices.
  • Hardware only. Subscription and data plans, installation service charges, the mobile app and the tracking platform are services governed by our Terms of Service.
  • Devices purchased directly from Kaptan GPS or an authorised representative, with a valid invoice or Order ID.

2. Damaged Device on Delivery

  • Do not install, power on, or activate a device that appears damaged. Damage reported after installation is treated as physical damage, not transit damage.
  • Keep the original packaging, accessories, invoice, and the IMEI/serial label intact.
  • Report the damage to us as soon as you receive the parcel, with photographs of the packaging, the device, and the IMEI label.
  • Once the damage is verified, we arrange a free exchange of the same model, with a reverse pickup where our courier service is available.

3. Exchange Under Manufacturing Warranty

A device that has already been installed is taken back only if it develops a manufacturing or hardware defect within the warranty period stated on your invoice.

  • The defect must be confirmed by our technical team through remote diagnosis and, where required, testing at our Vadodara service centre.
  • The defective device is replaced with the same model, or an equivalent model if the same model is unavailable.
  • The replacement carries the balance of the original warranty, counted from the original invoice date.
  • Any active subscription or data plan is moved to the replacement device's IMEI at no additional cost.

4. Not Eligible for Exchange

  • Physical damage after installation — accident, mishandling, drops, water ingress, voltage fluctuation, short circuit, fire, or incorrect wiring.
  • Devices with a broken or tampered warranty seal, an altered IMEI/serial number, or devices opened or repaired by an unauthorised technician.
  • Normal wear and tear, or cosmetic marks that do not affect functionality.
  • Devices used outside their specified voltage or vehicle compatibility.
  • Requests made after the warranty period, or without a valid invoice or Order ID.
  • Change of mind — a working device is not accepted back for exchange or refund.

5. How to Raise an Exchange Request

  1. Contact us using the WhatsApp button, or the phone number and email listed at the top of this page, or the contact page.
  2. Share the details — Order ID or invoice number, product model, IMEI/serial number, and a description of the issue.
  3. Attach evidence — clear photographs or a short video of the packaging, the device, and the IMEI label.
  4. Verification and approval — our team confirms the defect and shares the pickup or shipping instructions for the exchange.
  5. Replacement — the replacement is dispatched after the returned device is received and checked, subject to stock availability.