If for any reason you are not 100% satisfied with your purchase we will give you a 30-day money-back guarantee from the time you receive your goods. Please email us at or call us on toll-free (866) 205-4872 within that 30 day time if you are not satisfied with your purchase so that we can try and rectify the issue. A restocking fee of 25% will be deducted, and the paid monthly monitoring fee will not be refunded.

This refund policy does not apply to goods which show any wear and tear or are damaged after delivery, or if any attempt has been made to alter the product at all, or if product has been dropped or broken, all warranties and refunds and/or returns are voided. All products must be returned in their original condition with original packaging. All postage and insurance costs are to be paid by the user. Users are responsible for any risk of lost, theft or damaged goods during transit. LATITUDE USA will not be held responsible for parcels lost or damaged in transit if you choose not to insure return.

Refund amounts: General
If you return the Product in its original condition within the ’30-day return policy’ period we will refund the purchase amount minus a 25% restocking fee.

Refund amounts (Coverage)
It is ultimately the user’s responsibility to test their alarm during the ’30-day return policy’ window and identify any mobile network coverage, device malfunctions, mobile network coverage or signal issues.

We use our best efforts to establish if there is adequate coverage at the location where the user resides. Our standard practices are to test with the customer on their welcome call if their device is fully functioning and coverage is working.

We cannot 100% guarantee (like any seller of a mobile device) that when the mobile alarm is used inside your residence there will be an adequate signal although we use our best endeavors before delivery to check the coverage. If after testing the user believes there is a weak signal for all contacts programmed, then they should contact us via phone or email before the ’30-day return policy period’ expires in order us to investigate the coverage issue. We believe in strength in numbers and having multiple contacts programmed for self monitored devices is recommened. If after investigating we find the coverage is inadequate and we cannot arrange an alternate SIM card and network provider, upon the device being returned we will refund the purchase price without a restocking fee of 25% deduction.