Refund policy

Last updated: 30 September 2026

This policy covers replacements, refunds, cancellations and warranty for products bought on www.trackwhatmatters.in. Track What Matters (TWM) is a brand of Roadcast Tech Solutions Pvt. Ltd., B-66, Second Floor, Naraina Industrial Area, Phase II, New Delhi, Delhi 110028.

At a glance

  • 7-day replacement for products that arrive defective, damaged or different from what you ordered.
  • Free reverse pickup for approved replacements. You pay nothing to send the product back.
  • 1-year warranty on every TWM device against manufacturing defects.
  • Free cancellation any time before your order is dispatched.
  • Refunds within 7 business days of approval, to your original payment method (prepaid) or your bank account/UPI (Cash on Delivery).

1. 7-day replacement

You can request a replacement within 7 calendar days of delivery if the product:

  • is defective or does not work as described on the product page;
  • arrived physically damaged; or
  • is different from what you ordered, or has missing parts or accessories.

To be eligible, please return the product with all accessories, the SIM card (where supplied), manuals and the original packaging. We do not accept replacement requests for a change of mind or for products that work as described.

How to request a replacement

  1. Email marketing@trackwhatmatters.in or call +91 84482 22675 (Mon–Sat, 10:00–19:00 IST) with your order number and a short description of the problem.
  2. Share clear photos or a short video of the defect or damage. An unboxing video helps us approve transit-damage claims faster, but it is not mandatory.
  3. Our team may first help you troubleshoot over phone or chat, since many setup issues (app pairing, network, SIM activation) can be fixed in minutes.
  4. Once approved, we arrange a free reverse pickup and dispatch your replacement after the returned product passes a quick check.

When you get a refund instead

We will refund you in full, instead of replacing the product, if:

  • the same product is out of stock and you do not want an alternative;
  • the replacement unit is also defective; or
  • your order is not delivered, or is returned to us undelivered.

2. Cancellations

  • Before dispatch: cancel free of charge by emailing or calling us with your order number. We refund the full amount.
  • After dispatch: you can refuse the delivery. Once the package reaches us unopened, we refund the full amount. We do not charge any cancellation fee.
  • Delayed orders: if your order has not been delivered within the delivery time promised at checkout, you can cancel it for a full refund, unless the delay is caused by events outside our control (such as natural disasters or government restrictions).
  • If we have to cancel your order (for example, because of a stock or pricing error), we refund the full amount and do not charge you anything.

3. How refunds are paid

  • Prepaid orders (UPI, cards, net banking, wallets): refunded to the original payment method within 7 business days of approval. Your bank may take a few additional days to show the credit.
  • Cash on Delivery orders: refunded by bank transfer or UPI within 7 business days of receiving your account details.
  • Refunds cover the full amount you paid for the returned product. Delivery is free, so there are no shipping charges to deduct.

4. Warranty

Every TWM device carries a 1-year warranty from the date of delivery against manufacturing defects. Under warranty we will repair the device or, if repair is not possible, replace it with the same or an equivalent model.

The warranty does not cover:

  • physical damage, liquid damage beyond the device's stated rating, or damage from accidents;
  • damage caused by improper installation, incorrect wiring or unauthorised modification;
  • devices that have been opened, tampered with or repaired by anyone other than TWM or its authorised partners;
  • loss or theft of the device; or
  • normal wear and tear of the casing, straps or cables.

To make a warranty claim, contact us with your order number and a description of the problem. A replacement under warranty keeps the warranty period of the original device.

5. SIM, data plan and app subscription

Trackers that need mobile data ship with a pre-activated SIM and a data and app plan for the period stated on the product page. Renewal fees paid after the included period are for a service that starts immediately. They are not refundable once the renewal is active, unless the service does not work because of a fault on our side. A replacement or warranty claim does not reset or extend the plan period.

6. Need help?

Email marketing@trackwhatmatters.in or call +91 84482 22675 (Mon–Sat, 10:00–19:00 IST). If you are not satisfied with our resolution, you can write to our Grievance Officer, Anurag Sharma, at anurag.sharma@roadcast.in. We acknowledge complaints within 48 hours and resolve them within one month.