Refund & Returns Policy


All sales are final. We do not have to give a refund if you change your mind about a purchase — so please choose carefully. The purchaser acknowledges that the devices advertised on this website are fit for their anticipated usage. Mercari Ltd does not refund due to change of mind. 

All sales are final. We only accept returns for goods that are warranty returns.

 To be eligible for a refund, you must first email us @ [email protected] to alert us to the faults/damage, then return the faulty/damaged item to us. Upon receipt, we will ship out a replacement, or may refund (minus costs as details as below.


If the product you have bought is faulty, we will provide a remedy as required by the Consumer Guarantees Act. 

NZ Consumer Protection helpline 0508 426 678(0508 4 CONSUMER) 

This return policy does not apply to goods which show wear and tear, are damaged after delivery, if any attempt has been made to alter the product or if they have been dropped or broken, or change of mind after purchase. The goods must be returned in the original packaging complete with the manual, USB cable, power docking station and any other accessories that were provided. Refunds are available to direct customers only, meaning customers who purchased the tracker directly from Mercari Ltd or on the associated website. Units purchased at a retail outlet or other distributors are to follow their refund policy.

On the return of Medical Alert Alarm and found in good condition we will refund the purchase amount less costs which consists of credit card or PayPal transaction, administration and postage. $15.00 for our postage and packing & $25 transaction & handling fees: TOTAL US$40.00 
These terms, conditions and disclaimer is available on our website.

All postage and insurance costs are to be paid by the buyer. We recommend that you return the product via Registered post and that you pre pay all postage. You assume any risk of lost, theft or damaged goods during transit & therefore we advise you take out shipment tracking & registration of insurance with your postal carrier.

Mercari Limited will not be responsible for parcels lost or damaged in transit if you choose not to insure.

Warranty returns (General)
If you return the alarm due to warranty, we will replace the alarm for you, or alternatively refund the purchase amount less Shipping & admin as above:

The purchaser is responsible for any potential customs, import or duties costs into their country of delivery.

Damage During Shipping
It is ultimately the user’s responsibility to test their alarm on receiving it to identify any damage caused during shipping or operational issues on receipt. Alarms are tested as working prior to dispatch. Mercari Limited will not accept any claims for damage during shipping 72 hours after tracked delivery has completed.

The Alarm provided on this website depends on the coverage of the 4G/3G GSM (WCDMA). Mercari Limited will not be held responsible if the User is not, or uses the device in a mobile coverage area which prevents the 4G/3G GSM call from proceeding to the nominated mobiles. It is the responsibility of the purchaser to ensure the alarm is in 4G/3G cellular coverage and has a working, correct frequency appropriate to the alarm SIM card.

It must be understood that the 4G/3G coverage may be interfered with in the case of being in a lift, underground car park, between high rise buildings, tunnels or road cuttings.

Mercari Limited will not refund on the basis that coverage is not sufficient.