Returns

Return Policy

  • Refund requests must be made within 14 days of delivery date. After 14 days from delivery date you must contact BackTrack a division of EC Active Pty Ltd. Customer Service to determine the best course of action. BackTrack a division of EC Active Pty Ltd. will not issue refunds for products purchased through other entities, such as distributors or retail partners. Defective units are covered under BackTrack a division of EC Active Pty Ltd.’s warranty policy will be replaced at BackTrack a division of EC Active Pty Ltd.’s cost. See “Returning Products Under Warranty,” below, for information on warranty returns.
  • A copy of the BackTrack a division of EC Active Pty Ltd. credit card purchase receipt, and a copy of the original BackTrack a division of EC Active Pty Ltd. invoice may be requested prior to BackTrack a division of EC Active Pty Ltd. Customer Service issuing a Return Authorization.
  • Unit must be in like-new condition and returned in original packaging with all original accessories, literature and other components. BackTrack a division of EC Active Pty Ltd. reserves the right to reject any refund request if the product is received damaged or if any accessories, literature or other original components are missing.
  • A Return Authorization (RA) number must be obtained prior to returning the product; to request an RA number, please email or call +27 66 301 7928, and provide the following information:
    Name
    Address
    Phone
    Reason for Refund
    Date of Purchase
    Unit Serial Number
  • Upon written receipt of the RA number, send product to:
    BackTrack a division of EC Active Pty Ltd.
    Attention: Non-Warranty Returns Department
    RA #[RA number]
    1153 Wesley Road Queenswood GP, ZA
  • Please mark with the RA number on the outside of the package.
  • A copy of the BackTrack a division of EC Active Pty Ltd. credit card purchase receipt, and a copy of the original BackTrack a division of EC Active Pty Ltd. invoice, should be placed inside the return package so that it is easily visible.
  • Products received without an RA number and the required documentation as specified above may not be accepted or processed for return.
  • Products received that do not meet the above return criteria may be returned to the customer via ground shipment.
  • You may be responsible for shipping costs for returning the product to BackTrack a division of EC Active Pty Ltd.’s warehouse. Product should be shipped so that it can be tracked and/or insured; BackTrack a division of EC Active Pty Ltd. is not responsible for products lost or damaged during return shipment.
  • Returns may be subjected to a 12.5% restocking fee. Shipping charges may be nonrefundable.
  • Funds will be credited within 30 days of receipt of returned product pending qualification and subject to above criteria.

RETURNING PRODUCTS UNDER WARRANTY

  • Defective products are covered by BackTrack a division of EC Active Pty Ltd.’s warranty policy.
  • To return a product under the warranty policy, read and understand the Limited Warranty Policy at www.BackTrack a division of EC Active Pty Ltd..com.
  • A Return Authorization (RA) number must be obtained prior to returning the product; to request an RA number, please email or call +27 66 301 7928, and provide the following information:
    Name
    Address
    Phone
    Reason for Return
    Date of Purchase
    Place of Purchase
    Unit Serial Number
  • Upon receipt of the RA number, send product to:
    BackTrack a division of EC Active Pty Ltd. Warehouse
    Attention: Warranty Returns Department
    RA #[RA number]
    1153 Wesley Road Queenswood, GP, ZAYou have up to 14 days from BackTrack a division of EC Active Pty Ltd. issuing your RA number to return your product to our facility. Products received after the 14 day period may be returned to you.
  • The RA number must be clearly marked on the outside of the package.
  • A copy of the credit card receipt, and BackTrack a division of EC Active Pty Ltd. invoice if applicable, must be placed inside the return package so that it is easily visible.
  • Products received without an RA number and the required documentation as specified above may not be accepted or processed for return.
  • Products received that do not meet the above return criteria may be returned to you via ground shipment.
  • You may be responsible for shipping costs for returning the product to BackTrack a division of EC Active Pty Ltd.’s warehouse. Product should be shipped so that it can be tracked and/or insured; BackTrack a division of EC Active Pty Ltd. is not responsible for products lost or damaged during return shipment.
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