Refund policy

30 Day Return Policy on BACtrack.com Purchases

If you are not 100% satisfied with your merchandise, we'll gladly exchange it or give you a refund for the full purchase price paid, whichever you prefer, within 30 days from the original shipping date. Customers are responsible for return shipping costs unless the product arrives damaged or defective. This return policy only applies to purchases made on BACtrack.com. Purchases made at other websites or stores need to be processed directly by that merchant. We do not accept returns from other merchants (Amazon, Best Buy, Costco etc).

NOTE: If a product is received defective or incorrect, please contact us immediately and we will do whatever possible to resolve the issue. We will only cover return shipping if we are notified prior to return.

Australia & New Zealand

BACtrack.com does not cover warranty and/or returns of BACtrack products purchased in Australia or New Zealand. For warranty claims, returns or breathalyzer calibration of products purchased in Australia or New Zealand, please visit https://breathalysers-australia.com.au/.

Restocking Fees, Return Shipping Fees, Full Refunds, and Partial Refunds

Full Refunds

If you return an item within the item’s return policy period, and in accordance with the Return Policy, you will receive a full refund to the original form of payment for the items listed below.

You return	You receive
Defective items through no fault of your own. Wrong items shipped. Items that did not match what was shown on the Site.	100% of the item’s purchase price AND free return shipping label
Unopened items returned in the original condition as shipped.	100% of the item’s purchase price but you are responsible for any return shipping costs

Partial refunds

If you return an item within the item’s return policy period, and in accordance with the Return Policy, you may receive a partial refund to the original form of payment for the items listed below.

You return	You receive
Non-defective items that are returned opened.	85% of the item’s purchase price and you are responsible for any return shipping costs.

You may receive a partial refund to the original form of payment for the items listed below. Returns for these reasons will require BACtrack Customer Service assistance.

You return	You receive
Items not in original condition, damaged, missing accessories, retail box, UPC code or showing obvious misuse not due to BACtrack error. Physical user damage	Up to 50% of the item’s purchase price but you are responsible for any return shipping costs Rejected items will be returned to the customer

You return

You receive

Items not in original condition, damaged, missing accessories, retail box, UPC code or showing obvious misuse not due to BACtrack error.
Physical user damage

Up to 50% of the item’s purchase price but you are responsible for any return shipping costs

Rejected items will be returned to the customer

How to Make a Return

Step 1 - REQUEST AN RMA NUMBER (Return Merchandise Authorization)
You will receive your return instructions and Return Merchandise Authorization form by email after speaking with one of our customer service team members. There are 3 ways to contact customer service to request an RMA:

Email: support@bactrack.com
Call: 877.334.6876
Live Chat - if available, click green link on the right side of this screen

STEP 2 - PACK YOUR ITEM

Place your item in the original manufacturer's packaging
Place the original package into a shipping carton along with a note referencing your RMA number.
Please do not place stickers or shipping labels on the original manufacturer's package.

STEP 3 - SHIP YOUR ITEM

The RMA number must be clearly written on the outer box.
We recommend you ship via insured ground service with a tracking number. Return shipping charges are the responsibility of the customer. We are not responsible for lost or damaged packages.
Ship to the address below:

KHN Solutions LLC
Attn: Shipping Department
200 Green Street, 2nd Floor
San Francisco, CA 94111

Refund Policy
Once our Returns Department has received and inspected your return, your refund or exchange will be issued. BACtrack reserves the right to refuse return or refund for any product that doesn’t comply with the above mentioned requirements.

EU and EEA Customers: Your Right of Withdrawal

If you live in the European Union, Iceland, Liechtenstein or Norway and bought as a consumer, you can withdraw from your purchase within 14 days of the day you receive the goods, without giving a reason. If your order arrives in more than one delivery, the 14 days start when you receive the last item.

How to withdraw. Use our Cancel my order form, or email a clear statement to support@bactrack.com. You don't need an RMA number to withdraw. We'll confirm receipt by email and send return instructions.

Sending it back. Return the goods within 14 days of telling us you're withdrawing. You pay the direct cost of returning the goods. Send them, with your order number, to:

KHN Solutions LLC
Attn: Shipping Department
200 Green Street, 2nd Floor
San Francisco, CA 94111
United States

Your refund. We'll refund everything you paid, including the standard delivery charge, within 14 days of receiving your withdrawal. We don't refund the extra cost of a faster delivery option you chose. We may hold the refund until we receive the goods or you send proof that you returned them, whichever comes first. We'll use the same payment method you paid with, at no cost to you.

Condition of the goods. You may handle the goods as you would in a shop to check them. We may deduct an amount only for any loss in value caused by handling beyond that. The restocking fees and partial refund percentages above do not apply to withdrawals under this section.

This right is in addition to our 30-day return policy and does not affect your statutory warranty rights.