Warranty Policy
Last update: October 8, 2026
At BuddyOra, products purchased by consumers are covered by the applicable legal warranties.
These warranties are independent of our 30-day commercial return policy and do not limit any rights granted to the consumer by applicable legislation.
The Essentials
Legal warranty of conformity: 2 years
For new products sold to consumers in France, starting from the delivery of the product.
Repair or replacement: free of charge
In the event of a lack of conformity, the product may be repaired or replaced under the conditions provided by law.
Timeframe for compliance: 30 days maximum
From the date of your request, when the legal warranty of conformity applies.
Warranty return: €0
Costs required to process a product recognized as defective or non-compliant are covered by BuddyOra.
Warranty against hidden defects: also applicable when the legal conditions are met.
Customer service:
1. Seller responsible for legal warranties
The seller responsible for the implementation of legal warranties is:
BuddyOra Limited.
807A, 8/F, Two Harbourfront
22 Tak Fung Street, Hung Hom
Hong Kong
Trademark: BuddyOra™
Customer service: support@paw-smart.com
2. Responsible person in the European Union
For relevant products placed on the European Union market, the responsible person in the European Union for applicable product safety obligations is:
Synertrade FR SAS
9 rue du Bat d’Argent
69001 Lyon
France
E-mail: info@syner-sarl.cn
This designation concerns, in particular, obligations applicable to regulatory compliance and product safety in the European Union.
It does not replace the seller: for any request regarding warranty, repair, replacement, or refund, your point of contact remains BuddyOra / BuddyOra Limited.
The address of Synertrade FR SAS does not constitute a return address unless otherwise indicated by our customer service.
3. Legal warranty of conformity
For consumers in France, a new product is covered by the legal warranty of conformity for two years from its delivery.
During this period, when a lack of conformity appears on a new product, the consumer benefits from the presumption provided by applicable legislation and does not have to establish the initial date the defect appeared.
A product may be considered non-compliant when it:
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does not function normally;
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does not match the description or announced characteristics;
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does not possess the reasonably expected qualities;
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is delivered without the provided accessories, instructions, or elements;
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presents a defect covered by the legal warranty.
In the event of a lack of conformity, you may request the repair or replacement of the product, subject to the conditions provided by law.
Compliance must be achieved:
free of charge, without major inconvenience, and within a maximum period of 30 days from your request.
When repair or replacement is impossible, refused, takes too long, or does not resolve the defect, you may, in the situations provided by law, obtain a price reduction or a refund of the product.
A repair carried out under the legal warranty may also extend the duration of the warranty in accordance with applicable legislation.
4. Warranty against hidden defects
You also benefit from the legal warranty against hidden defects when the conditions provided by law are met.
This includes, in particular, a defect that is:
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not apparent at the time of purchase;
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prior to the sale;
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sufficiently significant to render the product unfit for its intended use or to strongly reduce its use.
Action based on a hidden defect may be exercised within a period of two years from the discovery of the defect, in accordance with applicable legislation.
Depending on the situation, you may choose to keep the product with a price reduction or return it to obtain the refund provided by law.
5. Connected products, GPS, and application
Some BuddyOra products use, in particular:
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GPS / GNSS;
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2G / 4G mobile networks;
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Wi-Fi or Bluetooth;
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the Smart Life app and Tuya services;
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associated digital services.
Some performance may vary depending on factors external to the product, including:
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mobile network coverage;
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availability of GPS signals;
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indoor or outdoor use;
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surrounding obstacles;
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battery level;
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location frequency settings;
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compatibility of the phone or network used;
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temporary availability of certain third-party services.
These characteristics do not limit your legal rights when the product actually has a defect or does not correspond to the announced performance and characteristics.
When required by applicable legislation, updates necessary to maintain the conformity of a product containing digital elements are also part of the obligations related to the legal warranty.
6. Situations not covered by a lack of conformity
Subject to your legal rights, the warranty generally does not cover damages resulting exclusively from:
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misuse of the product;
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accidental drop or breakage;
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a bite or damage caused by the animal;
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exposure to water beyond the announced protection rating;
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unauthorized opening, modification, or repair;
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use contrary to the instructions;
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normal wear and tear of the product.
For example, physical damage caused by a bite does not normally constitute a manufacturing defect of the product.
However, these exclusions cannot be used to rule out a lack of conformity or any other right that the law requires the seller to cover.
7. How to request support?
Contact our customer service:
Please provide us, if possible, with:
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your order number;
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the relevant product;
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a description of the problem;
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the model or reference of the product if necessary;
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photos or a short video if they can help us identify the problem.
We may also suggest some simple diagnostic steps to determine the origin of the problem.
For a GPS product, this may include, for example, checking the battery, the network, the app settings, or the device's connection.
These checks are intended solely to resolve the problem more quickly and do not limit your legal rights.
8. Returning a defective or non-compliant product
If a return is necessary, contact us before shipping so that we can provide you with the appropriate instructions.
France / European Union Return Center:
10 Rue Eugène Pottier
95670 Marly-la-Ville
France
This address is exclusively for returns authorized by our customer service and does not constitute the registered office of BuddyOra Limited.
Please do not ship a product directly without having first contacted our customer service.
When a return is necessary as part of valid support under the legal warranty:
✓ No €0.99 return fee
✓ No restocking fees
✓ Costs required for the return are covered by BuddyOra
The €0.99 return fee provided for certain commercial returns related to a change of mind therefore does not apply to defective or non-compliant products covered under warranty.
9. Possible solutions
Depending on the nature of the problem and your applicable rights, the support may include, in particular:
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assistance or diagnostics;
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a repair;
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a replacement;
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a price reduction;
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a refund.
The applicable solution is determined in accordance with current legislation and the nature of the defect.
10. Smart Life data and account
Before returning or replacing a connected product, we recommend, where possible:
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saving the information you wish to keep;
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unpairing the device from your Smart Life account when necessary;
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deleting personal data saved locally on the product, if applicable.
If you do not know how to perform these operations, contact:
BuddyOra can guide you and, when necessary, assist you with Smart Life / Tuya.
The inability to delete or unpair a device yourself does not deprive you of your rights under the legal warranty.
11. 30-day warranty and return
Our 30-day commercial return policy and the legal warranties are two different protections.
30-day return: allows you to change your mind in accordance with the conditions of our Return and Refund Policy.
Legal warranty: protects, in particular, against defective or non-compliant products in accordance with applicable legislation.
A 30-day commercial return therefore never reduces the duration or scope of your legal warranties.
12. Contact
For any questions or support requests:
BuddyOra Customer Service
E-mail: support@paw-smart.com
BuddyOra™ is a brand operated by:
BuddyOra Limited.
807A, 8/F, Two Harbourfront
22 Tak Fung Street, Hung Hom
Hong Kong