Consumer right to cancel online hardware orders
If you buy hardware from the Fleetalyse online shop as a consumer, you can normally cancel the order without giving a reason by telling us within 14 days after the day the goods are delivered. After telling us that you are cancelling, you have a further 14 days to return the goods.
We will refund eligible payments, including the cost of our standard delivery option, within 14 days after we receive the returned goods or evidence that they have been sent back. If you selected a more expensive delivery service, the additional delivery cost is not refundable. Refunds are made to the original payment method unless we agree another method with you.
You are responsible for the direct cost of returning change-of-mind goods. You may inspect the hardware as you would in a shop, but we may reduce a refund if handling beyond what is reasonably necessary has reduced its value. Consumer cancellation rights do not automatically apply to business-to-business purchases, which are governed by the relevant contract terms.
These rights are based on UK distance-selling rules. See the official GOV.UK returns and refunds guidance.
Faulty, damaged or misdescribed hardware
Your statutory rights are not affected. Contact us if hardware is faulty, damaged on arrival, not as described or does not do what it should. Depending on the circumstances and applicable law, the available remedy may be a refund, repair or replacement.
Returned hardware should include all supplied parts and packaging where possible. A remedy may be refused or reduced where damage was caused by misuse, incorrect installation, modification, unauthorised repair or missing parts rather than a product fault.
Standard delivery information is available in our shipping policy. Return postage may be the customer's responsibility unless the product is faulty, damaged on arrival or applicable law requires otherwise.
How to cancel and return an order
Tell us clearly that you want to cancel by email, phone or post. Include your order number, product name, your name and contact details. We will provide return instructions. Please use a tracked service and keep evidence of posting.
Email: sales@fleetalyse.co.uk
Phone: +44 (0) 1473 851 238
Model cancellation form
You may use the wording below, but you do not have to use this form:
To Fleeta Limited T/A Fleetalyse, 50 Princes Street, Ipswich, IP1 1RJ, sales@fleetalyse.co.uk:
I/We give notice that I/We cancel the contract for the sale of the following goods:
Order number and goods:
Ordered on / received on:
Consumer name:
Consumer address:
Signature, if sent on paper:
Date:
Subscriptions, prepaid codes and digital services
Public shop subscription purchases may be delivered as digital activation credits or prepaid codes that are redeemed in the Fleetalyse customer portal against an eligible tracker. Unused credits or codes may be cancelled or refunded where required by law and where they have not been redeemed, blocked, transferred, used to extend a device or included in a wider hardware bundle.
If you ask Fleetalyse to begin a digital service during a cancellation period, your right to cancel may be affected once performance begins, but only where the legal requirements for consent and acknowledgement have been met. Redeemed codes, activated SIM/data services and completed digital activations are otherwise handled in line with the applicable contract and your statutory rights.
14 day trial and service suspension
Eligible trackers registered through the customer portal receive a 14 day Fleetalyse trial. After the trial, the tracker requires an active subscription, top-up or valid prepaid code to remain connected. If the service expires, a payment fails or the subscription is cancelled, the account is suspended rather than closed. Tracking stops while it is suspended and resumes once the account is paid up.
Second-hand and re-registered devices
Used or second-hand trackers can only be registered if they are eligible, not blocked, and not active under another customer. Fleetalyse may reject or manually review suspicious, disputed or previously assigned devices. We cannot guarantee that a second-hand device purchased elsewhere is eligible for activation.
Device release/unlock fees
Device release/unlock administration fees are non-refundable once processing has started, except where applicable law requires otherwise. Release does not guarantee compatibility with another tracking provider and may result in Fleetalyse services, features or connectivity stopping for that tracker.
Return address
Fleeta Limited T/A Fleetalyse
Company number 16675897
50 Princes Street
Ipswich
IP1 1RJ
United Kingdom