Refund policy

Returns

In compliance with the Consumer Contract Regulations, you may return your purchase within 14 days from the date you receive the goods. Should you decide to return your item, you are required to notify us within this 14-day period. Upon notification, you will have an additional 14 days to return the goods to us.

To initiate the return process, please contact our support team at support@pettracer.com, and we will provide you with a return address in the country from which the hardware was purchased.

We will refund the full amount paid, including both the hardware and any subscription costs, provided that the hardware is returned in "as new" and resellable condition. To help maintain the item’s return eligibility, we recommend becoming familiar with our system before placing the collar on your cat. Testing the product yourself beforehand will help avoid any issues and ensure that the item remains in suitable condition for a possible return.

Warranty terms and conditions

1 Language

Only the German language is available for the conclusion of the contract.

2 Warranty Conditions
The warranty is valid for a period of two years, beginning from the date of delivery, unless otherwise agreed in writing. This warranty applies under the following conditions:

  • Any failure to follow the operating or service instructions, unauthorised modifications, replacements of parts, or use of materials not meeting original specifications will render the warranty void to the extent that such actions result in product defects.
  • This also applies to any defects arising from inappropriate use, storage, handling, foreign interference, or unauthorised opening of the devices.
  • Minor deviations from the warranted characteristics of the product will not establish any warranty claims.
  • The warranty does not cover normal wear and tear, expendable materials, or accessories (including batteries and the adjustment band).

Warranty rights are granted exclusively to the original purchaser and are non-transferable. Please note that warranty claims can be processed in the country where the item was originally purchased, ensuring convenient return options.

3. Jurisdiction and Applicable Law
The exclusive jurisdiction for all disputes is CH-6000 Lucerne, Switzerland. All legal relations are governed solely by Swiss law, with the exclusion of the United Nations Convention on Contracts for the International Sale of Goods (CISG). Please note that this contract is available exclusively in German.