Returns policy — 30-day window.

Our goal is for every Locosafe Orb owner to be completely satisfied with the purchase. If you're not, this page explains exactly how returns, exchanges, and refunds work.

The 30-day return window

If you have not activated your newly-purchased Locosafe Orb or accessory — for any reason, including a simple change of mind — you may return the item within 30 days from the date you received it for a refund of the device cost. Return is subject to the conditions below. See “Return shipping” for how to send it back.

If your device is defective, contact us first — see “If your device is defective” below.

Condition of returned merchandise

Merchandise must be returned in its original condition and packaging, with all components included: the device itself, the USB cable, the setup card, the box, and any additional accessory that came with your order.

If items are missing, Locosafe may charge a restocking fee of up to $25 to cover replacement components and repackaging. Please include the original receipt as proof of purchase.

Return shipping

Once your RMA is approved, we'll email you our return address. Ship the item back using your preferred trackable shipping carrier. Return shipping costs are the responsibility of the customer.

Please keep the tracking number handy — you'll need it if the parcel is delayed or lost in transit. We recommend a carrier that provides delivery confirmation.

If the device has been activated

If the Orb has been activated and the return is for a non-defective unit — i.e., you changed your mind after using it — Locosafe will refund the device cost but cannot refund the connection plan already paid to the cellular network on your behalf. Return shipping remains the customer's responsibility.

If your device is defective

If you suspect your Orb is defective, please contact our customer-care team at hi@locosafe.com. Our team will first attempt to examine and fix the issue remotely — most common problems can be resolved without ever shipping the device back. If the issue can't be resolved remotely, we'll arrange for the device to be called back for replacement or return. Once the unit is confirmed defective on inspection, we'll ship a replacement within 48 hours and help you re-activate it on the same plan, at no additional cost. If you'd rather have a refund than a replacement, we'll refund the full device cost.

How to request a return

1. Request an RMA number (Return Merchandise Authorization) by emailing hi@locosafe.com with your order number and a one-line note on the reason for return.
2. Package the product and write your name, email, the RMA number, and your order number on a note placed outside the original product box but inside the shipping box. Please do not write anything on the product box itself.
3. Ship it back to the return address we'll email you with your RMA confirmation, using your preferred trackable shipping carrier. Return shipping costs are the customer's responsibility. Please keep the tracking number in case the parcel is delayed.
4. Allow 14 days from the day your return is delivered for the RMA to be processed and the refund to land. Refunds go back to the original payment method.

What we don't accept

Any Orb damaged by misuse, physical abuse, or unauthorised modification cannot be accepted for return. Our devices are factory-tested before shipping, so if something seems wrong, please run through the activation steps in the setup card and contact hi@locosafe.com before requesting an RMA — nine times in ten we can resolve the issue without a return.