Refund & Returns Policy

Last updated: 23 September 2026

We keep this simple. If the camera doesn't suit you, send it back. If it can't get signal where you need it, send it back and we cover the postage. There is no restocking fee, ever. And nothing here limits your rights under the Australian Consumer Law.

1. 30-day returns, no restocking fee

• You have 30 days from the day your order is delivered to return any item, for any reason.
• We do not charge a restocking fee, a handling fee or any other deduction.
• The item needs to come back complete (camera, solar panel, mounts, cables, lock box and any other accessories it came with) and in a condition we can resell. Normal marks from mounting it and trying it on your property are fine. Please remove your SIM card and memory card before sending it.
• For a change-of-mind return, you pay the return postage. We recommend a tracked service. If the item is faulty, or the Signal Guarantee applies, we pay it.
• Once the parcel arrives and is checked, we refund the full purchase price to your original payment method within 5 business days. Your bank may take a further 3 to 10 business days to show it.

2. Cancelling before dispatch

You can cancel or change an order free of charge at any time before it is dispatched (we dispatch within 1 to 3 business days). Email us with your order number and we refund you in full within 5 business days.

3. The Signal Guarantee

Mobile coverage in the bush is patchy, and nobody can promise you signal at a spot they have never seen. So we guarantee it this way:

• If your 4G camera cannot get a usable signal at the place you bought it for, email us within 30 days of delivery.
• We first try to fix it with you: a SIM on a different network, moving the camera a few metres or a metre higher, or a booster antenna. Most signal problems are solved this way.
• If it still won't work, we refund the full purchase price including any shipping you paid, and we pay the return postage.

4. Faulty, damaged or wrong items

If your order arrives damaged, faulty or not what you ordered, email us with your order number and a photo or short video of the problem. We repair it, replace it or refund it, and we pay all return postage. You do not need the original packaging for a faulty item. For a major failure you choose between a replacement and a refund; for a minor fault we may repair it first.

5. 24-month warranty

Every TrailSentinel camera and accessory is covered by a 24-month warranty against defects in materials and workmanship, starting from the delivery date. This warranty is given by 304 Holdings LLC, trading as TrailSentinel, 1380 Avenida Rincon, Apt 304, Santa Fe, NM 87506, United States, email support@trailsentinel.com.

To claim: email support@trailsentinel.com with your order number and a description of the fault. We reply within 1 business day with the next step. If the item needs to come back to us, we cover the reasonable cost of returning it and of sending you the repaired or replacement item.

The warranty does not cover theft, damage caused by animals, vehicles, firearms, lightning or fire, water damage caused by leaving the housing open, damage from batteries we do not recommend, or modifications. These exclusions do not limit your rights under the Australian Consumer Law.

Some accessories also carry their manufacturer's own warranty, such as the SanDisk limited warranty on SanDisk memory cards. You can claim under our warranty or the manufacturer's, whichever suits you.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The benefits of our warranty are in addition to other rights and remedies you have under a law in relation to the goods.

6. What we can't refund

• SIM cards, prepaid credit and data plans you bought from a mobile carrier. Those are between you and the carrier.
• Items returned more than 30 days after delivery, unless they are faulty or covered by the warranty or the Australian Consumer Law.
• Gift cards.

7. How to start a return

1. Email support@trailsentinel.com with your order number and the reason for the return.
2. We reply within 1 business day with the return address and, where we are paying the postage, a prepaid label or a reimbursement.
3. Remove your SIM card and memory card, pack the item securely and send it.
4. We confirm by email when it arrives and when your refund is on its way.

8. Contact

support@trailsentinel.com. We reply within 1 business day.