Legal Warranty (Statutory Rights) vs. Commercial Warranty

Pet Pass ID products are covered by the legal warranty (statutory consumer rights) applicable under Austrian/EU consumer rules. This means the product must be intact and functional at the moment of delivery (handover/arrival).

We do not provide an additional commercial warranty (“guarantee”) unless a specific product page explicitly states otherwise in writing.

What the Legal Warranty Covers

The legal warranty covers manufacturing defects and material defects that exist at the time of delivery and prevent the product from working as intended under normal, proper use.

If your tag arrives damaged or not working, please contact us immediately so we can resolve it quickly.

What Is Not Covered

Pet Pass ID is worn by animals in everyday real-life conditions (running, playing, scratching, chewing, bushes/fences, water, mud, impacts). Because of this, many types of damage can happen where it is not reliably provable what exact external force caused the issue.

For that reason, the legal warranty does not cover damage or failures caused by external impact, wear & tear, or improper use, including (non-exhaustive list):

• Chewing / bite damage (your pet or another dog)
• Snagging on bushes, fences, branches, chains, or sudden strong pulling during play
• Cracks, breaks, deformation caused by impact, pulling, or mechanical force
• Scratches, abrasion, surface damage and normal signs of use
• Damage caused by another tag, especially a metal tag hitting/rubbing against it
• Water damage / moisture ingress if it was preceded by external damage (crack, break, deep scratch, deformation)
• Incorrect attachment or use with non-compatible collars/accessories
• Loss (tag falls off, disappears, gets torn away)
• Any modification or misuse

Important Usage Recommendations (To Avoid Damage)

Collar-Slide Silicone Version

For best durability, we recommend using this version only with collars up to:

• Max collar width: 2.0 cm
• Max collar thickness: 0.5 cm

Important: the tag should not be under constant tension on the collar. If it is forced onto a collar that is too wide or too thick, the silicone band can remain continuously stretched. Over time, constant over-tension may lead to material fatigue and eventually cracking/tearing.

This is a normal risk of real-life pet use and can be avoided primarily by choosing a compatible collar size and ensuring the tag sits without tension.

Hanging (Ring) Version

We do not recommend wearing the Pet Pass ID tag directly next to another tag—especially a metal tag. Repeated contact and rubbing may cause scratches and surface damage, which can later lead to functional issues or moisture-related problems.

Damage caused by contact with other tags is considered external impact and is not covered by the legal warranty.

Where to Request Warranty Support

If You Bought From a Reseller / Partner Store

We do not offer “international warranty handling” for purchases made through third-party sellers. If you purchased from a reseller or partner, you must contact the company you purchased from and arrange the warranty process with them according to their terms and local consumer rules.

If You Bought Directly From petpassid.com

We can handle warranty/statutory-rights requests only for products purchased directly from us via petpassid.com. We may ask you to provide proof of purchase (invoice or order confirmation).

How to Report a Problem (Fast Processing)

To help us resolve your request quickly, please send:

• Your order number or invoice
• 2–3 photos of the tag (close-up + how it’s attached on the collar)
• A short description: when it was delivered, when the issue appeared, and how it was used (collar width/thickness for the silicone version)

In certain cases, we may ask you to send the tag back to us for inspection and development purposes (to help us improve future versions).

60-Day Goodwill Replacement (50% Discount)

If you bought your tag directly from petpassid.com and it becomes damaged or unusable within 60 days of delivery, we offer a goodwill replacement discount even if the case is not covered by the legal warranty (e.g., external damage from pet lifestyle).

• Benefit: 50% discount on the price of your next tag (one-time, for the related purchase)
• Requirement: photo proof of the damaged tag
• Possible request: in some cases we may ask you to return the damaged tag for analysis and product improvement

This 60-day goodwill discount is a voluntary customer support offer and does not limit or replace your statutory consumer rights.