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PAWVA Warranty Policy

1. What's Covered

All PAWVA GPS trackers come with a 12-month manufacturer warranty against defects in materials and workmanship, in addition to your statutory rights under the Consumer Rights Act 2015. If your device develops a genuine fault through normal use within 12 months of delivery, we'll repair or replace it free of charge.

2. Your Statutory Rights

Separately from this warranty, the Consumer Rights Act 2015 gives you the right to a repair, replacement, or refund if a device is faulty, not as described, or not fit for purpose — full details are in our Refund & Returns Policy. This warranty adds to those rights; it doesn't replace them.

3. What's Not Covered

This warranty doesn't cover faults or damage caused by:

  • Misuse, negligence, or an unauthorised repair attempt

  • Use outside the device's intended purpose — PAWVA trackers are designed for dogs only, not other animals, humans, vehicles, or any other application

  • Water damage beyond the device's rated IP protection (each product's specific rating and conditions are listed on its product page — some models handle accidental splashes or dunks, none are designed for deliberate swimming or submersion)

  • Damage to the SIM caused by removing it from the device, inserting it into another device, or otherwise handling it outside normal use. The SIM is designed to remain in the tracker for the life of the device — removing it is not required for normal operation and is done at the customer's own risk

  • Normal wear and tear, including cosmetic scratches or marks from everyday use

  • Loss or theft of the device

4. The SIM Card

Every PAWVA tracker includes a pre-installed Lifetime* SIM, valid for 10 years from activation.

If the SIM is water damaged as a result of the device being used within its rated waterproof limits (see your device's specific IP rating), this is covered under the standard warranty in Section 1. If the SIM is water damaged because the device was submerged, worn while swimming, or otherwise used beyond its rated protection, this falls under the exclusions in Section 3 and is not covered.

*Technology moves fast — after 10 years, you'll need to upgrade to a newer PAWVA device to keep the best tracking experience.

5. How We Assess a Claim

Where relevant, we verify warranty claims against the device's own activity and connectivity data — including recorded update intervals, connection logs, and network performance — as an objective record of how the device actually performed. This helps us process genuine claims quickly and fairly.

6. How to Make a Claim

Email support@pawva.co.uk with your order number and a description of the fault. We aim to respond within one working day.

7. Outcome

Depending on the fault, we'll offer a repair, a replacement device, or — where neither is possible — a refund. This is assessed case by case and in line with your statutory rights under the Consumer Rights Act 2015.

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