Warranty and Legal Guarantee Policy

Effective date: [29/07/2026]  
Last updated: [29/07/2026]

This Warranty and Legal Guarantee Policy applies to products purchased by consumers through the official BuddyOra online store and delivered within the European Union. It is intended to reflect EU consumer-law requirements and, for our initial launch in France, the mandatory protections granted to consumers habitually resident in France.

1. Seller Information

The seller responsible for the legal guarantee is:

Legal seller: [Chengdu Paw Era Technology Co., Ltd.]  
Trading name: BuddyOra  
Customer support email: [Support@paw-smart.com]  
Warranty return address: [10 Rue Eugene Pottier, 95670 Marly la ville, France]  

In this Policy, “BuddyOra”, “we”, “us” and “our” refer to the legal seller identified above. The legal guarantee is provided by the seller, so consumers do not need to contact the manufacturer before making a claim against us.

2. Products Covered

This Policy applies to new products sold by BuddyOra to consumers for personal use, including pet GPS trackers, smart collars, smart feeders, pet water fountains, pet cameras, grooming electronics, smart pet beds, collars, harnesses, leashes, clothing, bowls, toys, accessories, replacement parts and other pet products offered through our store.

Different terms may apply to purchases made for business or professional purposes.

3. Your Mandatory Legal Rights

Consumers in the EU benefit from mandatory legal guarantee rights. These rights are free of charge and exist independently of any commercial warranty, manufacturer warranty, paid protection plan, or the 30-day withdrawal right.

Under EU rules, consumers have a minimum two-year legal guarantee from the date the product is received. If a product is faulty, does not work as advertised, or does not match its description, the seller must provide the remedy required by applicable law, which may include repair, replacement, price reduction, or refund.

For consumers in France, the legal guarantee of conformity applies for two years from the date the product is delivered. If a product is not in conformity, the consumer may request repair or replacement, subject to the conditions of French law. French consumers also retain any additional mandatory rights provided by French consumer law, including the legal guarantee against hidden defects where the legal conditions are met.

Nothing in this Policy excludes, limits or replaces any mandatory consumer rights. If applicable law gives you more favourable rights than this Policy, those legal rights will prevail.

4. When a Product Is Not in Conformity

A product may be considered not in conformity if it does not match the product description, quantity, model, quality, specifications, advertised functions, compatibility, safety, durability, accessories, instructions, or performance that a consumer may reasonably expect.

For connected or digital products, necessary software, firmware, security updates, app functionality or digital services may also form part of the product where required by the sales contract and applicable law.

5. Remedies

Where a product is not in conformity, we will provide the remedy required by applicable law. In France, the consumer may generally choose between repair and replacement, unless the chosen remedy is impossible or would create clearly disproportionate costs compared with the alternative.

Repair or replacement will be provided free of charge, without significant inconvenience to the consumer, and within a reasonable time. For French consumers, this will normally be within 30 days after the consumer’s request.

If repair or replacement is refused, impossible, not completed in time, causes significant inconvenience, or does not resolve the issue, the consumer may be entitled to a price reduction or termination of the sales contract under applicable law. Contract termination may not be available for a minor lack of conformity.

In France, a product repaired under the legal guarantee benefits from a six-month extension of the remaining legal guarantee. Where French law requires a new legal guarantee period for a replacement product, that period will apply from the date the replacement is delivered.

6. Digital Elements and Updates

Some BuddyOra products may rely on firmware, mobile applications, GPS or GNSS services, Bluetooth, Wi-Fi, mobile networks, SIM services, cloud services, software integrations, or security and functionality updates.

Where a digital element is necessary for the product to perform the advertised functions, we will provide the updates required to maintain conformity for the period required by the contract and applicable law.

Consumers are responsible for installing updates within a reasonable period after being informed that an update is available. We may not be responsible for a problem caused solely by failure to install a properly supplied update where the consumer was clearly informed about the update, the consequences of not installing it, and the installation instructions were adequate.

7. GPS, Connectivity and Tracking Products

GPS, GNSS, Wi-Fi, Bluetooth and mobile-network positioning can be affected by satellite visibility, buildings, indoor environments, tunnels, vegetation, weather, network coverage, interference, device orientation, battery level, mobile-device compatibility and operating-system restrictions.

A temporary interruption, connection issue, or reduction in location accuracy caused solely by external satellite, network or environmental conditions is not automatically a product defect. This does not affect your rights where the product fails to meet the positioning, connectivity, battery or performance claims stated on the product page under the advertised operating conditions.

BuddyOra tracking products are designed to help pet owners locate and monitor their pets. They are not emergency-response devices, medical devices, life-saving devices, or a substitute for responsible supervision.

8. Batteries, Water Resistance and Liquid Damage

Rechargeable batteries naturally lose capacity through charging cycles, storage and ageing. Normal, gradual battery-capacity reduction is not, by itself, a product defect. The legal guarantee may still apply where a battery was defective at delivery, fails prematurely under normal use, cannot be charged normally, presents abnormal swelling, leakage or overheating, or performs materially worse than advertised under the stated conditions.

Where a product has an advertised IP water-resistance rating, that rating applies only under the conditions stated on the product page and in the user instructions. Water resistance does not mean the product is waterproof in all situations. Water resistance may be reduced by ageing, impact, cracks, damaged seals, incorrect charging-port closure, chewing or scratching, salt water, hot water, steam, high-pressure water, or use outside the permitted depth, duration, pressure or temperature.

For electronic or electrical products, internal liquid ingress, corrosion, short circuit, charging-port damage, battery damage, sensor failure, or other electrical damage may be excluded where the liquid entered the product because it was used outside the advertised water-resistance conditions. This includes immersion beyond the stated depth or duration, high-pressure water, hot water, steam, salt water, pet saliva, pet urine, cleaning fluids, corrosive liquids, charging while wet, damaged seals, or an incorrectly closed charging-port cover.

However, the legal guarantee remains available where the product fails to meet its advertised water-resistance rating under permitted conditions, the issue was caused by a manufacturing or sealing defect, the instructions were incomplete or inaccurate, or the exclusion would unlawfully restrict mandatory consumer rights.

9. Exclusions and Circumstances Not Covered

Subject to applicable consumer law, a claim may be refused to the extent that the problem was caused by:

- damage caused by pets, including chewing, biting, scratching, pulling, tearing, dragging, or other destructive behaviour;
- dropping, impact, collision, crushing, squeezing, excessive pressure, or other accidental physical damage;
- use outside the product description, advertised operating conditions, or user instructions;
- use outside the advertised water-resistance conditions, including liquid ingress inside electronic or electrical products;
- damage caused by incompatible, uncertified, damaged, unsuitable, or incorrectly used chargers, charging cables, adapters, batteries, power supplies or accessories;
- unauthorised disassembly, opening, modification, alteration or repair where it caused or contributed to the claimed defect;
- normal wear and tear, cosmetic scratches, fading, discolouration, material softening, ordinary deformation, or normal ageing;
- normal battery ageing, gradual battery-capacity reduction, or reduced battery life caused by ordinary charging cycles and use;
- normal consumption, depletion, exhaustion, or scheduled replacement of consumable items such as filters, cleaning parts, disposable liners, brushes, absorbent parts or replaceable batteries;
- failure to clean, inspect, maintain, charge, store, assemble or install the product according to the instructions;
- third-party network failure, unsupported third-party devices, apps or services;
- loss, theft or disappearance of the product; or
- continued use after the product became visibly damaged or unsafe.

These exclusions apply only where the excluded circumstance caused or materially contributed to the claimed problem. Human disassembly or opening of the product does not automatically remove all mandatory legal guarantee rights, but a claim may be refused where the disassembly, opening, modification or repair caused or contributed to the defect, damage, missing parts, broken seals, liquid ingress, electrical failure or safety issue. These exclusions do not remove your mandatory legal rights where the defect existed at delivery, the issue is unrelated to the excluded event, the product does not meet its advertised specifications, or applicable law does not allow the exclusion.

10. How to Make a Claim

To submit a legal guarantee or warranty claim, contact:

BuddyOra Customer Support  
Email: [support@paw-smart.com] 
Postal Address: [Tianfu New Area, Sichuan, China]

Please provide, where reasonably available:

- your name;
- order number;
- product name and model;
- serial number, IMEI or device ID, if applicable;
- delivery date;
- a clear description of the issue; and
- photos, a short video, or diagnostic information showing the issue, where reasonably possible.

We may ask you to complete reasonable troubleshooting steps or return the product for inspection. Troubleshooting or inspection will not be used to unreasonably delay a remedy or cause significant inconvenience.

You do not need the original retail packaging to exercise your legal guarantee rights. Proof of purchase may include an order confirmation, invoice, payment record, or other reasonable evidence of purchase. If we can verify your order through our own records, we will not require unnecessary duplicate documentation.

11. Returns for Defective Products

Please contact us before returning a product so we can provide the correct return address, case number, and prepaid return label or reimbursement instructions where we are responsible for return costs.

Where a valid legal guarantee claim requires the product to be returned, we will bear the necessary return transportation costs.

Products should be packaged with reasonable care to avoid further damage during transport. For connected products, please remove personal information, log out of connected accounts, remove removable SIM or memory cards where applicable, and disable any device-locking or anti-theft function needed for inspection. We are not responsible for data loss during repair or replacement except where liability cannot legally be excluded.

12. Product Safety, Applicable Law and Contact

Stop using a product immediately and contact us if it becomes abnormally hot, swells, leaks, emits smoke or an unusual smell, has exposed electrical components, has a damaged battery, has a cracked enclosure that may affect safety, or otherwise appears unsafe.

This Policy is governed by the laws applicable to the sales contract. Consumers retain the benefit of mandatory protections provided by the law of their country of habitual residence where those protections apply.

We may update this Policy to reflect legal, regulatory, product, service or operational changes. The version normally applicable to an order is the version in effect when the order was placed, unless a later version grants more favourable rights or a mandatory legal change applies.

For warranty questions or legal guarantee claims, contact:

BuddyOra Customer Support  
Legal seller: [Chengdu Paw Era Technology Co., Ltd.]  
Email: [support@paw-smart.com]   
Address: [Tianfu New Area, Sichuan, China]