The detailed legal content below is shown in French because these provisions (T&Cs, GDPR, withdrawal, warranty) must be legally validated before official translation for each European market. For questions, contact contact@pawpro.eu — reply in English in less than 2 hrs on business days.
1. Standard 2-year warranty
All PAWPRO collars are covered by a 2-year commercial warranty, in addition to the statutory warranties applicable in your jurisdiction (conformity and hidden defects according to the Customer's jurisdiction of residence). No paid extension: the warranty is included as standard, no opt-in box, no form to send within 30 days.
A customer care team you can reach directly. No bot, no anonymous call centre. Reply within 2 business hours.
2. What is covered
- Manufacturing defects: faulty component on arrival or during the warranty period
- Premature wear: strap that splits outside extreme use, remote whose buttons stop responding, LCD screen that pixellates
- Electronic failures: battery that no longer holds charge before 12 months, faulty antenna, unresponsive acoustic sensor
- Cosmetic defects: peeling coating, fading engraving, gaskets turning white
3. What is not covered
- Manifest misuse (prolonged total immersion beyond specifications, visible violent impact)
- Physical modification of the product or repair attempt by an unauthorised third party
- Loss or theft
- Normal wear from intensive use beyond estimated lifespan (prolonged chewing by the dog, continuous extreme exposure to salt/sand)
In case of doubt, our customer care team assesses each case with care. Our principle: when in doubt, we side with the customer.
4. Customer care procedure
- Describe the issue via the contact page, ideally with photos or a short video. Order number or invoice required.
- Diagnosis within 24 business hours: our technical team replies with an initial diagnosis and the proposed solution (exchange, repair, refund).
- Return costs covered under warranty if a return is needed.
- Resolution within 5 business days on average after receipt of the returned product.
5. Solutions offered
Depending on the nature of the defect, we offer:
- New exchange: identical product replaced free of charge (most common)
- Repair: where the faulty component is replaceable on its own (strap, remote alone, battery)
- Full refund: where exchange or repair are impossible, or upon your request within the first 30 days after purchase
No forced credit notes: you get your money back, not a mandatory credit.
6. Applicable statutory warranties
Independently of our 2-year commercial warranty, you benefit from the statutory warranties applicable in your jurisdiction of residence — typically, within the European Union:
- Statutory conformity warranty: 2 years from receipt, the defect is presumed to exist at the time of delivery
- Statutory warranty against hidden defects: from discovery of the defect
These warranties stack with the PAWPRO commercial warranty. You choose the one you want to invoke; if you write to us, we'll always point you toward the most favourable to you.
7. Outside warranty
If your product is no longer under warranty or the defect is not covered, we offer a paid repair service at a fair price (quote provided before any work, full transparency on parts and labour costs).
You can also receive a -25% replacement code on the purchase of a new product, valid for 6 months after the end of the warranty on your previous collar.
8. Reachable directly
Our customer care team is reachable:
- By email: reply within 2 business hours, Monday to Friday (9am-6pm CET)
- Via the contact page: dedicated customer care form
- Via comments on your orders (customer area)
No bot, no anonymous call centre, no mechanical templating. Every message is read by a human.