Returns Policy & Warranties

Pet-Tech Online Product Warranty


3 Month Limited Warranty


Pet-Tech Online’s products carry a 3 Month limited warranty against defects in materials or workmanship, calculated from the date of

purchase of the product. The following are excluded and may not be claimed under this warranty:

(i) cosmetic damage, such as scratches, nicks and dents;

(ii) fair wear and tear of the product;

(iii) consumable parts, such as batteries, unless product damage has occurred due to a defect in materials or


(iv) damage caused by negligence, accident, abuse, misuse, water, flood, fire, or other acts of nature or external


(v) damage caused by repairs/service performed by any third party who is not an authorized service provider of

Pet-Tech Online;

(vi) damage to a product that has been modified, altered or used with unauthorized third party software without the

written permission of Pet-Tech Online;

In addition, Pet-Tech Online reserves the right to refuse warranty claims in respect of products or services that are obtained and/or used

in contravention of the laws of any country.

Pet-Tech Online’s navigation products are intended to be used only as a travel aid and must not be used for any purpose requiring precise

measurement of direction, distance, location or topography. As far as legally permissible, Pet-Tech Online makes no warranty as to the

accuracy or completeness of map data.

Repaired products have a 90 (ninety) day warranty from the date of repair.

The warranties and remedies contained herein are exclusive and in lieu of all other warranties express, implied, or statutory,

including any liability arising under any warranty of merchantability or fitness for a particular purpose, statutory or otherwise. This

warranty gives you specific legal rights, which may vary from country to country.

As far as legally permissible, Pet-Tech Online shall in no event be liable for any incidental, special, indirect, or consequential loss or

damage, whether resulting from the use, misuse, or inability to use the product.

Pet-Tech Online retains the exclusive right to repair or replace (with a new or newly-overhauled replacement product) the device or

software or offer a full refund of the purchase price at its sole discretion. Such remedy shall be your sole and exclusive remedy

for any breach of warranty.




It is with pleasure that we advise you that we have amended our policies (where needed) to bring them in line with the Consumer

Protection Act (the “Act”) that came into full effect on 1 April 2011.

We require our Customers to forthwith also comply with the Act in all respects and this will become essential to our

continued business relationship.

This Returns, Repairs and Refunds Policy (this “Policy”) is in addition to the provisions contained in our Standard Terms and

Conditions for the Supply of Products (the “Terms and Conditions”) and is effective 1st April 2011. The Terms and Conditions

will remain in force and effect. Insofar as there is a conflict between the Terms and Conditions and this Policy, this Policy shall

prevail only as regards the subject matter thereof.

“Faulty Product” means a Product which complies with the Warranty Validation Criteria attached hereto;

Manufacturers Warranty” means a period of 3 months from date of purchase of the Product by the Customer.

Qualifying Products” means Products that comply with the Warranty Validation Criteria and excludes all non-faulty and bulk

returns from Customers. Any non-faulty or bulk returns without the necessary Returns Material Authorization (“RMA”) will

be returned to sender without notification.

Statutory Warranty Period” means a period of 6 months from date of purchase of the Product by the Customer.

Refunds and Returns

1. In-Warranty Period Faults and Failures:

1.1. Out-of-box failures or Faulty Products that are still within the Statutory Warranty Period, should be checked by the

Customer to ensure that they qualify in accordance with the attached Warranty Validation Criteria;

1.2. The Customer shall, at the choice of the Customer either replace the Faulty Product, refund the Customer for

the cost of the Product or request PET-TECH ONLINE to repair the Faulty Product;

1.3. Should the Customer choose a refund or replacement, Qualifying Products may be returned to PET-TECH ONLINE for a full credit or

replacement, as applicable;

1.4. Should it become evident on receipt of the Product by PET-TECH ONLINE that:

1.4.1. components of the Product are missing;

1.4.2. there is damage due to Customer abuse or misuse; or

1.4.3. it does not qualify in terms of the Warranty Validation Criteria;

PET-TECH ONLINE may reverse any credit/decline to provide the Customer with a credit as set out in 1.3 above;

1.5. In the event that a credit was issued and it becomes apparent that some of the components are missing or there is

damage in accordance with clause 1.4.2 or the Product does not qualify in accordance with the Warranty Validation

Criteria, then PET-TECH ONLINE will charge theCustomer for replacement of the missing components/repair and restocking

of the Product (if applicable);

1.6. Return of the Products to PET-TECH ONLINE shall be for the Customer’s account;

1.7. Products falling within the Manufacturer’s Warranty Period but outside the Statutory Warranty Period will be replaced

or repaired at PET-TECH ONLINE’s discretion and in line with current policies. PET-TECH ONLINE will not accept Products back for credit without

approval after the Statutory Warranty Period has expired.

2. Warranty on Repairs

2.1. All repairs shall be conducted in accordance with the Terms and Conditions of Repair;

2.2. PET-TECH ONLINE warrants every new or reconditioned part installed during any repair or maintenance work undertaken by PET-TECH ONLINE

for a period of three months after the date of installation;

2.3. If PET-TECH ONLINE repairs any particular Product or any component of such Product (a firmware or software update or reinstallation

does not qualify as a repair for purposes of the Act) and within three months after that repair, the failure,

defect, or unsafe feature has not been remedied, or a further failure, defect, or unsafe feature is discovered, the

Customer must at the direction of the Customer:


Annexure D



2.2.1. replace the Product, or

2.2.2. refund the Customer the full original purchase price.

2.4. In such event as contemplated in clause 2.3 above, PET-TECH ONLINE shall:

2.4.1. replace the Product or refund the Customer in accordance with what the Customer demanded in either

clause 2.2.1 or 2.2.2 and proof of such a refund or replacement must be provided together with the serial number

of the replacement Product; or

2.4.2. repair the Product if the Customer so chooses and agrees to it in writing;

subject to the Product having an actual second defect and/or the initial failure, defect, or unsafe feature has not

been remedied by the initial repair, in PET-TECH ONLINE’s discretion.

3. Returns in terms of Section 20 of the Act:

3.1. If a Product is returned within 10 days from date of purchase due to:

3.1.1. The Customer being provided with incorrect information by the Customer about Product features

and/or the fact that the Product will be suitable for a particular purpose and the Product is subsequently

returned (as per section 20 (2) (d) of the Act: “…the consumer may return goods…if the supplier has delivered

goods intended to satisfy a particular purpose communicated to the supplier…and within 10 (ten) business

days after delivery…goods have found to be unsuitable for that particular purpose.”);


3.1.2. The Customer returns the Product due to the Customer not being given the opportunity to examine the

Product before purchase in the event that the Customer denied such a right and the product is

subsequently returned (as per section 20(2) (b) of the Act: “…the consumer may return goods…

1. Connect charger to the Product and check if the Product powers up and battery charges.

2. Press and hold the power button until the Product powers up. (If the Product does not power on hold button for +- 30


3. Check keypad, touch screen and other buttons to verify if they work.

4. Verify that the display illuminates displays correctly.

5. Take the Product to an area where it has a clear view of the sky without obstruction to confirm the satellite reception

of the Product. (This may take up to 15 – 20 Min max)

6. Check the sound of the Product and confirm the sound has not been muted by adjusting the volume.

Please note that the warranty on a Product will be void and no Product will be accepted as an OBF if any of the below conditions

are detected:

1. Damage or cracks in the screen.

2. Any scratches dents or impact marks.

3. Water damage.

4. The Product has been subjected to any corrosive substance, household cleaners, body lotions (including sun

protection lotion) or perfumes.

5. Damaged or missing accessories or packaging

The serial number of the box is different from the serial number on the Product

Returns Process:

Should a product be deemed to be faulty and you wish to return the product for inspection, please follow the following steps;

1)   Send an email to - Please provide the following information; nature of return, order number, date of purchase, full names, contact details.

2)   We will strive to contact you within 24 hours of your request 

3)   Once we provide you with a RMA number you can return the goods for inspection. Please do not return goods without a RMA number as these will not be received and will be returned back.

Our return address: 3rd floor, Waterford House, Waterford Road, Diep River, Cape Town 7945

Please ensure you read our warranty section to ensure you are eligible for a warranty repair or replace.

All costs of return shipping for the customers account.