Zoombak ™

Return Policy

This Returns Policy sets out the terms and conditions under which Zoombak Limited ("Zoombak") agrees to accept the return of a Zoombak locator device ("Device") that has been purchased directly from www.zoombak.co.uk.

If you purchased the Device from a third party retailer ("Retailer"), then unless your Device is faulty (in which case see paragraphs 2 and 3 below), you should contact the Retailer directly to learn about the Retailer's own policy on returning goods.

This Returns Policy should be read in conjunction with the Customer Agreement. References to "Services" are to those location-based services provided under the terms of the Customer Agreement. You can read Zoombak's Customer Agreement at any time by clicking here.


1.    Zoombak's "Cooling Off" Period

Subject to the terms and conditions below, if you are not completely satisfied with your Device, and you return it to Zoombak either within (i) 30 days from the date of purchase of the Device; or (ii) if you activate the Services, within 30 days from the date of activation of the Services (the "Return Date"), you shall receive a full refund.

Terms and Conditions

1.1    You must have activated the Services within 60 days of the purchase of the Device to receive a refund within 30 days of activating the Services.

1.2    You must contact Zoombak Customer Care on 0800-028-0101 prior to returning the Device to Zoombak. Zoombak Customer Care will provide you with the forms and pre-paid postage envelope for returning the Device.

1.3    You must return the Device in its original condition and in its original packaging together with all gifts, manuals, components and accessories that you received with it. If you fail to return all such items with the Device, Zoombak may charge you a reasonable restocking fee.

1.4    If you return your Device to Zoombak, you are responsible for, and must arrange for, the deactivation of the Services by contacting Zoombak Customer Care on 0800-028-0101 within 30 days of the date that you activated the Services (see Clause 2.2 of the Customer Agreement). Zoombak will refund amounts paid in respect of the Services in accordance with Clause 2.2 of the Customer Agreement.

1.5    No refund shall be paid by Zoombak until the returned Device has been received by Zoombak.

1.6    The Device remains your responsibility until it reaches Zoombak.

1.7     Once you have contacted Zoombak Customer Care in accordance with paragraph 1.2 above you will receive a pre-paid postage envelope. The Device should be should be sent inside the pre-paid postage envelope to Zoombak Ltd. c/o CTDI Nethouse Ltd., Featherstone Road, Wolverton Mill, Milton Keynes, MK12 6LA.

1.8    In respect of any Device returned by the Return Date, Zoombak will refund the purchase price paid (less any restocking fees if applicable and the original delivery charge).

1.9    Refunds take 3 to 5 working days (ie any day other than Saturday, Sunday or a public holiday) to be credited to your payment card.

2.    Faulty Device

If there is a fault with your Device within the 12 month warranty period (i.e. one year from the date of purchase) and you are entitled to claim under the warranty, please follow the procedure set out below. (Full details of the warranty are included in the user guide, which was included with the Device when it was purchased.)

(a)    Call Zoombak Customer Care as soon as possible on 0800-028-0101 for return instructions. Please note that Zoombak Customer Care will request your email address, your account number and your account password.

(b)    After you provide the Customer Care representative with your email address, your account number and your account password, we will provide you with the forms and instructions for returning your Device.

(c)    We may ask you (and if we do you must) to return the Device to us in a pre-paid postage envelope which we will send to you.

3.    Out of Warranty Repairs

If the warranty period has expired, you may be able to obtain a repair or replacement service for an additional fee. Please call Zoombak Customer Care on 0800-028-0101 or visit our website at www.Zoombak.co.uk for more information about out-of-warranty repair and replacement options.

4.    Statutory Rights

By law (and subject to certain exceptions and qualifications), customers in the European Union have the right to cancel the purchase of an item within a statutory cooling off period (usually within seven working days of the day after the date the item is delivered).

For more information on your right to withdraw from your purchase of the Device within the statutory cooling-off period, please visit the website of the Department for Business, Enterprise and Regulatory Reform at http://www.berr.gov.uk/consumers/buying-selling/distance-selling/index.html.

Nothing in this Returns Policy affects any of your legal rights which the law states cannot be excluded or limited. If you require more information on your legal rights, you should contact your local authority Trading Standards Department or Citizens Advice Bureau.