Return and Refund Policy
Last updated: February 17, 2026
At Traxelio, we want you to be completely satisfied with your purchase. If that is not the case, here are the applicable return and refund conditions.
1. Return period
You have 30 days from the date of receipt of your order to submit a return request in Canada, the United States, France, the United Kingdom, Dakar, and the Dakar region. For deliveries outside the Dakar region in Senegal, the return window is 14 days. After this period, no returns will be accepted.
2. Eligibility conditions
To be eligible for a return, the product must:
- Be in its original, undamaged packaging
- Be in working condition (no physical damage)
- Include all provided accessories (cables, mounting bracket, manual)
- Not have been activated on a cellular data plan
3. Non-returnable items
The following items are not eligible for return:
- Activated SIM cards or data plans
- Products damaged by the user (physical damage, water exposure beyond specifications)
- Accessories purchased separately and used
4. Return fees by zone
Senegal
| Zone | Return window | Return fee |
|---|---|---|
| Dakar Ville | 30 days | Free |
| Dakar Region | 30 days | 2 000 F CFA |
| Rest of Senegal | 14 days | 5 000 F CFA |
Canada
| Zone | Return window | Return fee |
|---|---|---|
| Toronto and Greater Toronto Area (GTA) | 30 days | Free |
| Ontario (outside GTA) | 30 days | Free |
| Rest of Canada | 30 days | Free |
United States
| Zone | Return window | Return fee |
|---|---|---|
| United States | 30 days | Free |
France
| Zone | Return window | Return fee |
|---|---|---|
| France | 30 days | Free |
United Kingdom
| Zone | Return window | Return fee |
|---|---|---|
| United Kingdom | 30 days | Free |
5. How to make a return
- Contact our team at [email protected] with your order number and reason for return.
- You will receive a Return Merchandise Authorization (RMA) number and shipping instructions.
- Carefully package the product in its original packaging.
- Ship the package to the address provided in your return confirmation. We recommend using a service with tracking.
Returns sent without an RMA number will be refused.
6. Exchanges
If you wish to exchange your product for a different model, please follow the return procedure above and place a new order. Direct exchanges are not available at this time.
7. Refund
Once the product is received and inspected by our team:
- The refund will be processed within 5 to 10 business days
- The refund will be issued via the original payment method
- Initial shipping fees are non-refundable, except in case of an error on our part
- You will receive a confirmation email once the refund has been processed
The time for the refund to appear on your statement may vary depending on your financial institution.
8. Defective products or order errors
If you receive a defective product or an item different from what was ordered, contact us within 7 days of receipt. In these cases:
- Return shipping costs are fully covered by Traxelio
- We will send you a replacement or a full refund (including shipping fees)
- We recommend taking photos of the defective product to facilitate processing
9. Order cancellation
You may cancel your order at no charge as long as it has not been shipped. Once shipped, the standard return policy applies.
10. Contact
For any questions regarding returns and refunds, contact us at [email protected].