Warranty Policy

Every SATELLAI product (“Product” or “Collar”) includes a one-year, non-transferable warranty covering manufacturer defects under normal use. If the laws in your region mandate a longer warranty period, we will comply with the laws of your region.

To ensure a smooth warranty support process, please retain your purchase receipt, invoice, and other relevant documentation as proof of purchase. This will help us provide fast and efficient service in the event of a warranty claim.

We reserve the right, at our discretion, to update, modify, or revise this Warranty Policy from time to time in order to reflect changes in our Products, services, or legal requirements. Any such updates will be published on our official website and will indicate the date of the latest revision.

Unless otherwise stated, such updates will apply only to Products sold after the effective date of the revised policy. Products purchased prior to that date will remain subject to the Warranty Policy that was in effect at the time of purchase. 

This Warranty Policy supersedes all previous versions. Any prior versions of this Warranty Policy shall no longer be applicable after the Effective Date, except as expressly provided herein.

We encourage customers to review the Warranty Policy periodically to stay informed of the terms applicable to your Products.

What The Warranty Covers:

For new Product purchases made directly from https://satellai.com/, SATELLAI provides a one-year limited warranty from the date of delivery (“Warranty Period”). If your SATELLAI Product malfunctions due to defective parts or workmanship, SATELLAI will, at its sole discretion, repair or replace it at no cost to you.

This warranty is non-transferable and applies only to the original purchaser. Repairs or replacements may be made using new or refurbished SATELLAI Products. If the original Product or its components are no longer available, SATELLAI may replace it with a similar Product of comparable functionality.

 

Relevant Charges

  • After receiving the defective Product, the SATELLAI Repair Center or an authorized repair center will inspect it to determine whether it is covered under warranty. If the defect is confirmed to be a manufacturer’s issue, SATELLAI will cover all inspection fees, material costs, labor costs, and shipping costs. If an inspection determines that the issue is not due to a Product defect, the customer will be responsible for all shipping costs associated with returning the Product, for which details will be defined in the SATELLAI Return Policy. 
  • For Products damaged due to human causes or those outside the Warranty Period, repair services are available at cost. You will be responsible for repair fees, replacement parts, and one-way shipping costs. If the product is repaired, the Warranty Period will reset from the date of repair completion.

What The Warranty Does Not Cover (Exclusions):

Our Warranty does not apply to the following cases:

  • Purchases from an unauthorized reseller or second-hand purchases are not eligible for warranty coverage and the warranty is non-transferable.
  • Supplemental parts such as protective cases, straps, beacons, and any accessories, whether purchased separately or with the Product, are not covered under the warranty.
  • The Product was subjected to an accident, abuse or misuse, or was not used in accordance with SATELLAI’s safety, operation, and maintenance instructions.
  • The Product incurred damage including, but not limited to, bites, punctures, dents, tears, water intrusion, tampering, and the like.
  • The Product was tampered with, including, without limitation, any modification, disassembly or repaired by any third party other than SATELLAI.
  • The Product was damaged due to accident, abuse, misuse, dog-induced damage, water, flood, or fire.
  • The Product was damaged due to extreme natural events (e.g. earthquake, lightning strikes).
  • The Product was lost and cannot be located.
  • Damage caused by using the Product outside of the permitted or expected uses described in the applicable product specifications and user manual.
  • If the Product is used beyond its intended purpose, purchased second-hand, or received from an unauthorized seller, the warranty is void.
  • Any unavailability, malfunction, or abnormal performance of the Product, or any losses or damages arising therefrom, to the extent caused by failures of your telecommunications or network systems, internet connectivity, or other factors beyond SATELLAI’s reasonable control.
  • Any data loss; backup, write down and/or print out your data on a regular basis.

Please be noted all Products returned by the customer for replacement will become the property of SATELLAI.

 

How to Make a Claim

1. If you wish to file a warranty claim, please contact us at support@satellai.com with:

  • Original proof of purchase (e.g. receipt) or a legible photocopy thereof
  • Product order number
  • Product serial number
  • Description of defect, and relevant evidence (e.g., videos or pictures)

2. If eligible, we’ll provide a pre-paid return label.

3. Return the accessories ( straps etc.) together with the Product.

4. Allow up to ten (10) business days for your warranty request to be processed.

In order to ensure you can fully enjoy the warranty service of our products, please submit the warranty claims as soon as you discover any defect. Warranty claims submitted after the Warranty Period will not be eligible for coverage.

LIMITATION OF LIABILITY

THIS WARRANTY DOES NOT AFFECT YOUR STATUTORY RIGHTS UNDER THE LAWS OF YOUR COUNTRY OR REGION. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE LIMITATIONS OR EXCLUSIONS IN THIS LIMITED WARRANTY STATEMENT MAY NOT APPLY TO YOU. THE CUSTOMER ASSUMES ALL RISKS AND LIABILITIES ASSOCIATED WITH THE USE OR MISUSE OF THE SATELLAI PRODUCT. IN NO EVENT SHALL SATELLAI BE LIABLE FOR ANY DIRECT, INDIRECT, PUNITIVE, INCIDENTAL, OR CONSEQUENTIAL DAMAGES OR ANY DAMAGES ARISING OUT OF OR CONNEC TED WITH THE USE OR MISUSE OF THE PRODUCT WHERE THE PRODUCT INCLUDES THE HARDWARE AND SOFTWARE, INCLUDING BUT NOT LIMITED TO EMBEDDED SOFTWARE, SMARTPHONE APPLICATIONS, AND WEBSITE.

SATELLAI DOES NOT GUARANTEE THAT THE UPTIME OR CONTINUED AVAILABILITY, DATA SECURITY FEATURES OF APPS OR ONLINE ACCOUNTS OR THAT ANY SOFTWARE, FIRMWARE, ONLINE SITES, OR THE OPERATION OF THE PRODUCT WILL BE UNINTERRUPTED OR ERROR-FREE.

NO SATELLAI EMPLOYEE OR AUTHORIZED DEALER HAS THE RIGHT TO MODIFY, EXTEND, OR SUPPLEMENT THIS LIMITED WARRANTY. IF ANY PROVISION OF THIS LIMITED WARRANTY IS HELD TO BE ILLEGAL OR UNENFORCEABLE, THE LEGALITY OR ENFORCEABILITY OF THE REMAINING PROVISIONS SHALL NOT IN ANY WAY BE AFFECTED OR IMPAIRED.

SATELLAI’S SOLE LIABILITY FOR ANY DEFECTIVE PRODUCT IS LIMITED SOLELY TO THE REPAIR OR REPLACEMENT OF THE PRODUCT PURSUANT TO THIS WARRANTY. SATELLAI RESERVES THE RIGHT TO REPLACE ANY REPAIRABLE PRODUCT OR PARTS WITH NEW OR REFURBISHED PARTS.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAWS AND REGULATIONS, IN NO EVENT WILL SATELLAI OR ITS SUPPLIERS, LICENSORS (WHERE APPLICABLE) BE LIABLE FOR ANY SUCH DAMAGES, EVEN IF SATELLAI HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. NOTWITHSTANDING ANYTHING CONTAINED HEREIN TO THE CONTRARY, THE ENTIRE LIABILITY OF SATELLAI AND ITS SUPPLIERS/LICENSORS TO A USER FOR ALL DAMAGES, LOSSES, AND CAUSES OF ACTION (WHETHER IN CONTRACT, TORT [INCLUDING NEGLIGENCE], OR OTHERWISE) IS LIMITED TO, AND SHALL NOT EXCEED, THE AGGREGATE AMOUNT ACTUALLY PAID BY USER FOR ACCESS TO AND USE OF THE PRODUCT AND SERVICE IN THE TWELVE (12) MONTHS PRIOR TO THE EVENTS GIVING RISE TO A CAUSE OF ACTION AGAINST SATELLAI.

THE SATELLAI PRODUCT HAS BEEN DESIGNED WITH THE MOST ADVANCED, RELIABLE COMPONENTS AND BEST PRACTICES KNOWN. NO COLLAR, OR FOR THAT MATTER NO FENCE, PHYSICAL OR VIRTUAL, CAN COMPLETELY PREVENT A DOG FROM ESCAPING A CONTAINMENT AREA OR PREVENT PERSONS FROM ENTERING A CONTAINMENT AREA AND TAKING A DOG, AND SATELLAI IS NOT RESPONSIBLE FOR SUCH OCCURRENCES OCCURRING. SATELLAI’S PRODUCT IS NOT A REPLACEMENT FOR (I) COMMON SENSE OR INDIVIDUAL RESPONSIBILITY; (II) FOR A PET OWNER’S TRAINING OF HIS/HER PET, OR FOR AN OWNER’S DILIGENCE TO CONTAIN A PET WITHIN A DESIRED AREA.

SATELLAI’S PRODUCTS ARE NOT A SOLID BARRIER AND WILL NOT WORK, AS INTENDED, WITHOUT PROPER TRAINING. FURTHER, SATELLAI’S PRODUCTS ARE NOT FOR USE WITH VICIOUS ANIMALS OR GUARD DOGS. IF YOU BELIEVE YOUR DOG MAY POSE A THREAT TO OTHERS, DO NOT USE THIS SYSTEM. SATELLAI IS NOT RESPONSIBLE FOR THE LOSS, HARM, INJURY, OR DEATH OF A DOG FOR ANY REASON, INCLUDING BUT NOT LIMITED TO EXCESSIVE ELECTRONIC STIMULATION, INJURY OR DEATH WHILE IN A CONTAINMENT AREA, INJURY OR DEATH OUTSIDE A CONTAINMENT AREA, FAILURE TO LOCATE DOG, THEFT OF A DOG, OR ANIMAL ABUSE. NOR IS SATELLAI LIABLE FOR SEARCH COSTS OF A LOST DOG.

General

If any term of this Warranty Policy is held to be illegal or unenforceable, the legality or enforceability of the remaining terms shall not be affected or impaired.

This Warranty Policy shall be governed by the laws of the Hong Kong. Claims must be filed individually, not as part of a class action.