Return and Warranty Policies
(Last updated 11/29/2022)
We want you to be fully satisfied with your CAN Go. If, for any reason, you wish to return your CAN Go purchased from CAN or an Authorized Reseller, you may receive a refund by following the instructions below. CAN Memberships are not canceled automatically upon return of your CAN Go to an Authorized Reseller or to CAN, and you are responsible for canceling your Membership.
Purchases from CAN:
Purchases made from CAN must be returned directly to us. To receive a refund for a CAN Go purchased directly through CAN, simply request a return shipping label from us within fourteen (14) days of your original purchase date (a “Valid Return Request”) by following the instructions in the “Direct Purchase Return Procedure” section below.
Please note: requests must be made within fourteen (14) days of the date of the original purchase. Returned products must be undamaged and include all original packaging. Refunds will be made to the original payment method only, less return shipping costs and a $120 restocking fee (“Restocking Fee”).
Direct Purchase Return Procedure
To request a return, email Support at firstname.lastname@example.org indicating your return request and including the date of purchase and order number. We will issue a return authorization and email a return shipping label with tracking to you (“Return Label”). Returns must be appropriately packaged using the Return Label, and must be shipped back to CAN within fourteen (14) days of the date of the initial return request.
Please note: Return requests will not be honored if the request is not received within 14 days of the original purchase and if the returned product is not shipped back to CAN using a Return Label within 14 days of the initial return request. CAN is not responsible for delays in return requests or shipping returns.
Purchases from an Authorized Reseller
Purchases made from an Authorized Reseller are subject to the Authorized Reseller’s return policy applicable to the CAN Go. Because the CAN Go is a cellular-connected device, Authorized Reseller return policies may be limited to those available for “activated devices.” Returns must be made to the Authorized Reseller only.
Please note: CAN will not at any time issue a refund for purchases made from an Authorized Reseller or any other third-party retailer or marketplace.
Authorized Reseller Return Procedure
Purchases from an Authorized Reseller must be returned to the original point of sale (and not to CAN). Refunds and returns are governed by the Authorized Reseller’s return policies, which may differ from CAN’s refund and return policies.
CAN warrants that the CAN Go shall be free from defects in materials or workmanship for a period of one (1) year from the date of purchase. If your CAN Go is defective during the Warranty Period, CAN will repair or replace your CAN Go, subject to the conditions below, at no additional charge.
CAN is not responsible for the repair or replacement of your CAN Go if this Warranty is violated. This Limited Warranty is non-transferable and is provided only to the original purchaser or Membership account holder and not any subsequent owner or account holder. Any Limited Warranty replacement shall be warranted for the longer of: (i) the remainder of the original Warranty Period, (ii) for thirty (30) days after the replacement is received, or (iii) for the period required by applicable law.
Limited Warranty Requirements
Unless otherwise prohibited by law, to be eligible for the Limited Warranty, you must:
- Have an active Membership with CAN, with no outstanding balance or any unpaid fees.
- Have a valid Payment Method on file to cover any applicable Replacement Product fee.
- Be the original owner or Membership account holder of the CAN Go (the CAN Go to be repaired or replaced must have been originally paired with the current Membership account).
Limited Warranty Exclusions and Limitations
This Limited Warranty does not cover any damage, failure, or malfunction due to: (a) product loss, (b) transportation or storage; (c) cosmetic damage or normal wear and tear; (d) improper, negligent, or abnormal use (including use contrary to instructions provided by CAN); (e) unauthorized commercial use; (f) failure to follow product instructions or to perform any required software updates; (g) modifications (including alterations to device identification or branding) or unauthorized or attempted repairs (including by unauthorized persons or with any parts not originally intended for or compatible with the CAN Go, or (h) external causes such as accidents, abuse, acts of God, or other actions or events beyond our reasonable control.
This Limited Warranty gives the purchaser specific legal rights. You may also have other rights which vary from state to state that may change this Limited Warranty.
For a defective CAN product, during the Warranty Period, CAN, at our sole discretion, will either: (a) repair or replace such product (or the defective part) free of charge (including shipping to you) or (b) refund the purchase price of such product.
Warranty Claim and Replacement Procedure
To make a warranty claim, email Support at email@example.com with a description of the product issue, as well as the date and location of purchase (or order number, if purchased from CAN). After verifying warranty eligibility (including any appropriate evaluation or troubleshooting), CAN will send a return shipping label for the defective product (“Warranty Return Label”).
Warranty returns must be appropriately packaged using the Warranty Return Label and must be received by CAN within 30 days from the date of the warranty claim. Upon receipt of the returned product, CAN will send you a replacement (replacements may include a new product or a repaired product).
CAN will cancel any warranty request for products not shipped back using the Warranty Return Label within thirty (30) days of an initial warranty claim submission (a new warranty claim submission may be submitted, provided it is done within the original warranty period).
CAN may ship you an advance replacement product before CAN receives the product sent back under a warranty claim (“Returned Product”) (an “Advance Replacement”). If the Returned Product is not returned to CAN using the Warranty Return Label and received by CAN within 30 days of the warranty claim submission, CAN reserves the right to charge your Payment Method on file for the full cost of the Advance Replacement Product shipped to you or to charge your payment method on file a Restocking Fee. No refunds or credits will be issued for products received later than 30 days from the date of a warranty claim, and such products may be returned to you or disposed of or donated by CAN at our sole discretion. CAN is not responsible for delays in submitting warranty claims or return shipping.
CAN products require an active CAN Membership for use. Unless otherwise prohibited by law, if you cancel your Membership or remove your Payment Method on file, CAN will not send you an Advance Replacement.
OUR RESPONSIBILITY FOR DEFECTIVE GOODS IS LIMITED TO REPAIR OR REPLACEMENT OR REFUND AS DESCRIBED IN THIS WARRANTY STATEMENT. THIS LIMITED WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS AND YOU MAY ALSO HAVE OTHER RIGHTS, WHICH VARY FROM STATE TO STATE.
EXCEPT AS STATED HEREIN, THE SERVICES AND CONTENT ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS WITHOUT ANY EXPRESS OR IMPLIED WARRANTIES OR CONDITIONS OF ANY KIND. WE HEREBY DISCLAIM ALL IMPLIED WARRANTIES AND CONDITIONS, INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF TITLE, MERCHANTABILITY, NON-INFRINGEMENT OF THIRD PARTY RIGHTS, AND FITNESS FOR A PARTICULAR PURPOSE. SOME STATES DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, SO THE ABOVE LIMITATION MAY NOT APPLY TO YOU.
WE, OUR AFFILIATES, OUR PARTNERS, AND OUR AND THEIR RESPECTIVE OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, SUPPLIERS, OR LICENSORS, MAKE NO WARRANTIES OR REPRESENTATIONS ABOUT THE CONTENT (INCLUDING THE USER CONTENT) OR SERVICES, INCLUDING BUT NOT LIMITED TO ACCURACY, RELIABILITY, COMPLETENESS, TIMELINESS, OR RELIABILITY.
NEITHER WE NOR OUR AFFILIATES OR PARTNERS SHALL BE SUBJECT TO LIABILITY FOR TRUTH, ACCURACY, OR COMPLETENESS OF ANY INFORMATION CONVEYED TO USERS OF THE SERVICES OR FOR ERRORS, MISTAKES OR OMISSIONS THEREIN OR FOR ANY DELAYS OR INTERRUPTIONS OF THE DATA OR INFORMATION STREAM FROM WHATEVER CAUSE. FURTHER, WE MAKE NO WARRANTY THAT THE SERVICES WILL BE AVAILABLE ERROR-FREE OR THAT THE SERVICES OR THE CONTENT ARE FREE OF COMPUTER VIRUSES OR SIMILAR CONTAMINATION OR DESTRUCTIVE FEATURES. IF YOUR USE OF THE SERVICES OR THE CONTENT RESULTS IN THE NEED FOR SERVICING OR REPLACING EQUIPMENT OR DATA, WE SHALL NOT BE RESPONSIBLE FOR THOSE COSTS. YOU AGREE THAT YOUR USE THE SERVICES AND THE CONTENT AT YOUR OWN RISK.
Dispute Resolution Procedure
The following informal dispute resolution procedure is available to you if you believe that we have not performed our obligations under this limited warranty. You agree to provide CAN with at least 15 days from the date of the First Written Notice to work out a mutually agreeable resolution and to participate and communicate in good faith in this process.
- Contact CAN customer support at firstname.lastname@example.org in an email titled “Dispute Resolution – Warranty Claim,” describing specifically what warranty obligation(s) you believe we have not performed and the relevant facts supporting your belief.
- Engage in good-faith discussions with a CAN customer satisfaction representative about how we can amicably resolve the situation with you.
Unless prohibited by law, you must use this informal procedure before pursuing any legal remedy in the courts or otherwise.