Two year limited manufacturer warranty
Applies to eligible purchases from: 1 January 2026
Warranty provider: Ask A Vet Solutions Ltd
Postal address: PO Box 360, Mosman NSW 2088, Australia
Email: hello@askavet.com
Telephone: +61 421 105 421
1 Our warranty
Your Ask A Vet GPS & Health Tracker is covered against defects in materials, manufacture and hardware functionality for two years from its original purchase date, when used according to the product instructions.
The two-year warranty period starts on the original device purchase date shown on your receipt or other reasonable proof of purchase. It does not start when you activate the tracker or subscribe to a plan.
This warranty applies to new trackers purchased from askavet.com or an authorised Ask A Vet retailer. Authorised retailers are those approved by us. Currently there are no other authorised retailers.
Warranty replacements, repairs and refunds are available only in the countries where we sell the tracker. It is included with the device at no extra charge.
Gift recipients and subsequent owners may claim using the original receipt as proof of purchase.
This voluntary warranty gives you additional benefits. It does not replace or restrict any rights or remedies you have under applicable consumer law, including rights against the seller. Those rights may continue after the two-year warranty ends.
2 What is covered
We cover hardware faults resulting from defective materials or manufacture during normal use, including faults affecting charging or the tracker’s ability to perform its advertised hardware functions.
Manufacturing or material defects affecting the screen are covered, including display or touchscreen faults caused by a manufacturing defect. This does not include faults caused by accidental damage, animal damage, misuse or another exclusion below.
The charging cable supplied with the tracker is covered for manufacturing and material defects for two years from the original device purchase date. Normal wear and damage caused by animals, accidents or misuse are excluded where they caused the fault. Your statutory rights remain unaffected.
The built-in battery is covered for manufacturing defects. Gradual battery-capacity reduction through normal use and ageing is not itself a manufacturing defect. This does not limit your rights if a battery fails prematurely or otherwise does not meet applicable consumer guarantees.
The tracker is rated IP67. Water resistance is subject to the product’s published use and care instructions. Water ingress caused by a manufacturing defect during use within those limits is not automatically excluded.
3 What is not covered
This voluntary warranty does not cover:
- Loss or theft of the tracker.
- Damage caused by any animal, including damage to the device or screen caused by biting, chewing, scratching, crushing or other animal contact. We do not provide a free repair or replacement under this warranty for animal-caused damage.
- Damage caused by drops, accidents, misuse or abuse.
- Cosmetic wear that does not affect operation.
- Damage caused by use, charging, storage or cleaning contrary to the product instructions.
- Water damage caused by use outside the published water-resistance limits for your model, or by accidental damage or modifications that compromise the enclosure. Water ingress caused by a manufacturing or material defect, including a defective seal, during use within those limits remains covered.
- Faults caused by opening, modifying or attempting to repair the device.
- Accessories other than the charging cable supplied with the tracker, such as attachment clips, collars or separately purchased charging cables. The supplied charging cable is covered as described in section 2.
An exclusion applies only where the excluded event caused the fault or damage being claimed. An unrelated scratch or other cosmetic damage does not automatically invalidate a claim for a separate manufacturing defect.
Accessories and other excluded items may still be protected by consumer law or another applicable warranty. Nothing in these exclusions limits your rights or remedies under applicable consumer law.
4 If your tracker develops a covered fault
We will assess the fault and replace a tracker with a covered defect without charging for the replacement device. If the covered fault affects only the supplied charging cable, we will replace that cable without charge.
Depending on stock availability, your replacement may be new or quality-checked refurbished. It will be the same model or a comparable model with equivalent or better functionality. Both new and refurbished replacements receive the replacement warranty period set out below. We will explain the proposed solution before proceeding.
If a suitable new or quality-checked refurbished replacement is unavailable, we will refund the purchase price of the faulty item. This does not limit any remedy you are entitled to under applicable consumer law.
Your rights under consumer law take priority where they entitle you to a particular remedy, including a repair, refund, replacement or compensation.
A replacement device is covered for the remainder of the original two-year warranty or 90 days from the date you receive the replacement, whichever is longer. A replacement does not start a new two-year warranty. Any longer period or additional rights required by applicable law remain unaffected.
5 How to make a claim
Contact hello@askavet.com when you discover a problem. Please provide:
- Your order number, receipt or other reasonable proof of purchase.
- The tracker’s device ID or serial number, if available.
- A description of the fault and when it started.
- Relevant photographs or a short video, where practical.
Please describe the problem and provide the evidence reasonably available to you. You do not need to identify or prove its technical cause yourself to submit a claim. We will assess the fault and explain our decision. Any evidential requirements under applicable consumer law remain unchanged.
We may suggest safe troubleshooting steps or ask to inspect the tracker. We will then explain the next steps and, if needed, provide return instructions. Please contact us before sending a device. Original packaging is not required to establish a fault claim.
If the device or battery is swollen, leaking, unusually hot or visibly damaged, stop using and charging it. Do not post it until we have provided appropriate handling and transport instructions.
6 Shipping and claim expenses
For accepted claims involving a covered defect, we cover reasonable standard return shipping and standard delivery of the replacement tracker or covered charging cable. Please contact us before arranging a return so we can provide the appropriate shipping instructions.
Contacting us first helps us arrange a suitable return. This does not remove any right under consumer law to reimbursement of reasonable return costs already incurred.
If you pay a return-shipping charge, send us the receipt or other reasonable evidence of the cost with your claim so we can reimburse eligible reasonable standard shipping costs. This does not limit any reimbursement required by consumer law.
Please contact us for the appropriate return address and shipping instructions for your location. For international returns, we will explain the shipping and customs arrangements before you send the item. Express shipping upgrades, customs duties and other fees are not covered by this voluntary warranty unless we agree otherwise or applicable consumer law requires us to cover them.
We will meet any obligation to pay or reimburse claim expenses required by applicable consumer law.
7 Subscriptions and tracking services
You do not need an active subscription to claim under this hardware warranty. Cancelling, pausing or allowing a subscription to expire does not remove coverage for an otherwise eligible hardware defect. Features that require a subscription still require the appropriate active plan. A warranty replacement does not activate or extend a subscription.
This warranty covers the tracker hardware. It does not create or extend a subscription or paid service. Making a hardware warranty claim does not automatically cancel or refund a subscription. Any subscription remedy will be considered under the applicable subscription terms and consumer law.
GPS performance depends on factors including mobile coverage, satellite visibility and the surrounding environment. This warranty is not a promise of uninterrupted reception or an exact location at all times. These limitations do not exclude genuine device defects or rights arising from the product’s advertised features.
Health and activity information is not a veterinary diagnosis, and the tracker does not replace veterinary care or appropriate supervision of your pet.
8 Your consumer rights
This voluntary warranty is additional to your rights under applicable consumer law. Nothing in this policy excludes, restricts or modifies rights or remedies that cannot lawfully be excluded, restricted or modified. Where applicable law provides greater protection, including a longer period or a different remedy, that protection takes priority.
For Australian customers:
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
For customers elsewhere, including the European Union and United Kingdom, this voluntary warranty is separate from statutory rights against the seller. Those rights are not limited to this warranty’s two-year period, exclusions or replacement provisions.
Change-of-mind returns are addressed separately in our Returns & Refunds Policy. Conditions for change-of-mind returns do not limit claims for faulty goods or statutory cancellation rights.