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Returns and Exchanges Policy

Returns & Exchanges Policy

We believe in our solutions and strive to ensure that you are satisfied with them. We will do our best to take care of customers – our philoshopy is to deal with you fairly and reasonably; we hope you will be fair and reasonable with us as well.

To proceed with returns and exchanges, please fill up this return form and label.

Returning by Mail (Malaysia)

Send in your device to this address within 60 days of subscription starts or purchase. Your return will be processed within 14 business days.

Returning in branches (Malaysia)

Just bring the device to any one of our branches within 60 days of subscription starts or purchase.


Upon returning of device, you may opt to receive a new tracking device or receive a refund.


If you ordered by credit card, we will credit your account within 30 business days. This will shown on your next statement, depending on issuing bank and/or billing cycle.

If you have requested an exchange, your account will be charged for the new item and credited for the return.

Unfortunately, we cannot provide refund for:

a. Work exercised, such as installations/inspections or removal of devices.
b. Shipping charges.
c. Third party damages or loss of profit resulting from installation or removal of our tracking devices.
d. Renewal payments.

Frequently Asked Questions

What is your return policy?

Returns are handled on a case-by-case basis with the ultimate objective of satisfying the customer. We stand behind our solution and services, and strive to ensure customers are satisfied with them – our philoshopy is to deal with you fairly and reasonably; we hope you will be fair and reasonable with us as well.

Why dont you have a return policy?

We hope to build trust with our customers, and create a mutually long and beneficial relationship. Standing behind what we provide is a big part of that. We think many customers choose us because they that we will do our best to ensure a pleasant experience with us.

Do I need a receipt from my purchase?

Receipts will easy our work in locating the purchases, but it is not necessary. Should the receipt is missing, we should still be able to find the purchase in other ways. We however may ask you for more information so we can better assist your request.

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Understandably, you might want to reach out to KATSANA with urgency. We recommend reaching out to our direct line listed here to speak with operational consultants in the team.

Take note we are only available to respond to phone call enquiries from Monday to Friday, between 9:00 to 18:00, GMT +8 (Kuala Lumpur, Malaysia).