Product Safety Recall of Orbitkey x Chipolo Bluetooth Tracker

Background

We recently discovered that our Orbitkey x Chipolo Bluetooth Tracker does not meet the Australian safety standards for lithium ‘button’ batteries. 

The button battery compartment is not adequately secured and the button battery is accessible, which is hazardous. 

We’re conducting a product recall of the affected product in Australia.

Recall Notice

What to do?

If you are still in possession of this product, and are located in Australia, simply fill in the form below to return the product and get a replacement product free of charge when it becomes available from 28 September 2022.

Return Form

Thank you for taking the time to provide us with the information below.

A Few Common Questions

Why is it a recall? How did this happen?

Australia has one of the strictest, if not the strictest safety standards when it comes to the use of button batteries.

The Tracker does not comply with the Australian ‘Industry Code for Consumer Goods that Contain Button Batteries’; and the safety standard ‘AS/NZS 60065:2018’ because the battery compartment does not:

  1. Contain ‘captive screws’; or
  2. Require multiple independent and simultaneous actions to remove the cover.

This makes the button battery accessible, and could cause harm to young children when not handled correctly.

While we had tried our best to navigate the various standards and certifications required, unfortunately, there were some misinterpretations of the Australian standards.

We had introduced some design features to mitigate the risk of access to the button batteries but it was not sufficient to meet the Australian standards.

Our aim is to recall all trackers from the Australian market so as to reduce the risk of injury to children from button batteries. Therefore we are conducting a product recall for this product.

Am I eligible for the replacement Tracker?

You are eligible for a replacement Tracker as long as you still have the Orbitkey x Chipolo Bluetooth Tracker on hand with you.

What if:

  1. I purchased the Orbitkey x Chipolo Bluetooth Tracker more than two years ago, which exceeds Orbitkey's two-year warranty policy?
    1. Yes, you are still eligible for a replacement Tracker. Kindly fill in this form so we can have a prepaid return label sent to you.
  2. My Orbitkey x Chipolo Bluetooth Tracker still works fine?
    1. We still need it back due to the risks involved. But worry not, we will send you a replacement Tracker free of charge.
  3. I no longer have the Orbitkey x Chipolo Tracker anymore. But I still have the receipt of purchase?
    • You do not need to send anything back! We are only offering replacement Trackers to those who have returned their affected units.
  4. I have reached out in the past about my Orbitkey x Chipolo Bluetooth Tracker and have received a store credit.
    • As we have previously offered you some form of compensation for an affected unit, we are unable to send you a replacement Tracker on top of the store credit that was issued in the past. If you still own this product, please stop using the product immediately and keep it out of reach of children and dispose of it safely.
How does the return process work?

It is simple and easy.

  1. Complete this form and we will get in touch with you as soon as we can with a prepaid return label.
  2. Prepare the Orbitkey x Chipolo Bluetooth Tracker for return by placing it in a shipping satchel.
  3. Attach the prepaid return label onto the satchel.
  4. Drop it off at your nearest post office.

After we have received your Orbitkey x Chipolo Bluetooth Tracker return, you will be eligible for a replacement Tracker, to be shipped out from 28 September 2022.

What’s new with the replacement Tracker?

It is a new and improved version of the Orbitkey x Chipolo Bluetooth Tracker. Whilst the new Tracker is larger in size to ensure it passes all the battery safety requirements, we managed to improve a few aspects of the product. Not only will the replacement unit have a much more secure battery compartment, but it also has a longer battery life (1.5x longer).

Available in two colours – Black and Stone, each replacement Tracker will come with an Extension Post.

NOTE: You will receive a replacement Tracker of the same colour as the one you have previously purchased.

Does the replacement Tracker come with a two-year warranty as well?

Yes, it does! All of our products come with a two-year warranty, activated at the time of receipt.

What will you do differently in the future?

This experience has allowed us to review our processes and we've now implemented internal procedures to review all safety standards worldwide carefully with the assistance of specialised professional consultants.

As we continue to innovate, you can rest assured that we are committed to designing and manufacturing products of the highest quality and creating the best-in-class products in every category we enter.

Need More assistance?

Thank you for your understanding. If you have any other concerns, please do not hesitate to let us know at hello@orbitkey.com