Updated September 30, 2026. Applies to new orders placed after this policy was published. Earlier orders retain the return and guarantee terms provided at purchase. This policy does not shorten an existing customer’s promised return period or amend an existing signed agreement.
Responsible Fleet accepts eligible equipment returns and offers a separate service-fee guarantee for new customers. The two 14-day windows start at different times.
Equipment and accessory returns: 14 days from delivery
For purchased hardware and accessories, email sales@responsiblefleet.com within 14 calendar days after delivery to request a return, including change-of-mind returns. Include your order number, item and quantity, and the reason for the request. For a faulty or damaged item, include photos if available.
- Ordinary returns must be new, unused, uninstalled and unmodified, with original packaging, all supplied parts, cables, manuals and accessories, and intact serial-number labels.
- Installed, activated, used, damaged or incomplete purchased items do not qualify for an ordinary change-of-mind return. This condition does not apply to a verified defect, an item damaged on arrival, our fulfillment error, or the plan-device return required by the service guarantee below.
- Obtain our return authorization and shipping instructions before sending anything. Do not send equipment to a manufacturer or an address taken from a package without our instructions.
- Ship the authorized return within 14 calendar days after authorization. Pack it securely, include the authorization number and keep your shipping receipt and tracking. A timely request remains timely if our response is delayed.
Return shipping, fees and refunds
Returns are by mail. For a change-of-mind return, you arrange and pay for the return label and shipping. Original shipping charges are not refundable once incurred. There is no restocking fee for an eligible return. We refund the item price actually paid, after discounts, and the applicable tax. We do not charge a second return-shipping fee when you purchased the label yourself.
We inspect returned items and issue approved refunds to the original payment method within 10 calendar days after we receive the returned items. If an item does not meet the stated conditions, we will explain the issue within that period before deciding the refund. Your bank or payment provider may take additional time to post the credit.
We do not offer ordinary product exchanges. Return an eligible item for a refund and place a separate order for the replacement you want. Warranty replacements and corrections of our shipping errors follow the process below.
New-customer service-fee guarantee: 14 days from activation
A new customer may cancel the initial service order for any reason by emailing sales@responsiblefleet.com within 14 calendar days after the first device activation. The guarantee applies once per customer, to the initial order only. It does not restart for additional devices, later orders, renewals or replacement equipment.
A valid, timely cancellation under this guarantee ends the applicable recurring service and term commitment without an early-termination buyout. We refund the subscription fees paid for that initial order after you return all plan devices, cables and supplied components in good working condition; reasonable wear from the trial is allowed. Obtain authorization first and ship the equipment within 14 calendar days after authorization. You pay return shipping for a change-of-mind cancellation.
Missing components, cut wiring, altered serial numbers or customer-caused damage may make a plan-device return ineligible. We will explain any issue before deciding the refund. Faulty equipment and our errors are handled under the defect process, not treated as customer damage. Equipment provided at no separate hardware charge has no separate cash refund value.
Separately disclosed activation, installation, removal and original shipping charges are not refunded once the work is performed or the cost is incurred, except where our error, an applicable warranty remedy, your order terms or law requires otherwise. Purchased hardware and accessories follow the equipment-return rules above. We issue approved service refunds within 10 calendar days after receiving the required equipment, or after confirming cancellation if no equipment must be returned.
Service cancellation outside the guarantee
All cameras and trackers require a service plan. Returning equipment does not by itself cancel a subscription. Your written request must identify the service you want to cancel. Outside the new-customer guarantee, the cancellation, renewal, billing and any early-termination obligations disclosed in your order and service agreement continue to apply. This return policy does not add a new cancellation fee or waive an existing term commitment.
Faulty, damaged or incorrect items
Contact us promptly if an item is faulty, arrives damaged, or differs from your order. Keep the packaging while we investigate. For a verified defect, shipping damage or our fulfillment error, we cover authorized return shipping and arrange the appropriate refund, repair or replacement under your order and applicable warranty. A 14-day change-of-mind deadline does not cut off a separate warranty claim or any rights that cannot legally be limited.
Contact and existing orders
Email sales@responsiblefleet.com for return authorization and service cancellations. Customer-contact hours are Monday–Friday, 8 a.m.–5 p.m. Arizona time; closed weekends. The time you send your request determines whether it meets the deadline, including outside these hours.
For an order placed before this policy took effect, contact us with your order number. We honor the terms supplied with that order, including any applicable earlier 30-day service guarantee. Nothing in this policy limits non-excludable consumer or warranty rights.