Returns Policy
Returns and Refunds Terms
- 30-Day Money-Back Guarantee
We offer our customers a 30-day money-back guarantee on Familyr, Family Alert & Response Alarms purchased directly from Mercari Technologies. If, for any reason, you are not completely satisfied with your purchase, you may request a return within thirty (30) days from the date of PURCHASE. - Eligibility for Returns
To qualify for a return or refund under this policy, the following conditions must be met:
- The product must be returned in its original condition, including all packaging, accessories, and documentation.
- The product must not be damaged, altered, or excessively used beyond normal inspection use.
- Proof of purchase (such as an order confirmation or receipt) must be provided.
- How to Request a Return
To initiate a return, please contact our Customer Service team at:[email protected] within the 30-day from purchase period. We will provide you with instructions on how to return your item(s).
Customers are responsible for any shipping costs associated with returning the product unless the product is defective or damaged upon arrival.
- Refund Processing
Upon receipt and inspection of the returned product, we will notify you of the approval or rejection of your refund. If approved, a refund will be issued to your original payment method within [7-14] business days. Refunds may be subject to a restocking/SIM card recharge fee, which will be deducted from the refund amount. - Damaged or Defective Products
If you receive a damaged or defective product, please notify us within [48 hours] of delivery with supporting evidence (e.g., photos). We will arrange for a replacement or refund at no additional cost to you. - Governing Law
These Returns and Refunds Terms of Trade are governed by and construed in accordance with the laws of New Zealand, and you submit to the exclusive jurisdiction of the courts of that jurisdiction. - Contact Us
For any questions regarding returns or refunds, please contact us at:[email protected]