Warranty & Return
All returns including a brief note stating the reason for the return should be sent to:
DogMaster Trainers/Dogtra Australia
Unit 5/35 Township Drive, Burleigh Heads QLD 4220
All of our products are covered by Australia warranty. Please refer to the product page for the specific warranty provided by DogMaster Trainers/Dogtra Australia.
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.
Our warranty offers free repair for manufacturing faults. It does not cover damage as a result of inappropriate use of the products, wear and tear, over-use or abuse, the depletion of consumables, such as batteries or citronella spray, etc. The warranty is also not applicable if the product is used in ways that are outside the products intended use, or is used for commercial purposes.
All products sold on our website include a Dogtra manufacturer’s warranty of 2 years, covering defects in materials and workmanship.
If a manufacturing defect is found within the warranty period, we will repair or replace the item at no cost. However, the warranty does not cover damage caused by misuse, excessive wear and tear, neglect, modifications, or use beyond the product’s intended purpose. This includes improper handling, impact damage, water exposure (unless specified as waterproof), or failure to follow manufacturer instructions. Consumable items such as batteries and citronella spray are excluded unless faulty at the time of purchase.
Proof of purchase is required for all warranty claims, and customers are responsible for any risks or insurance for goods in transit.
Replacement timeframes may vary depending on stock availability. If an identical replacement is unavailable, an equivalent product may be offered. All claims must go through our returns process, and the faulty item must be returned before a repair or replacement is issued.
The warranty may not cover freight costs or software update fees.
Warranty claims will not be accepted if the product has obvious signs of external damage caused by overuse, abuse, chew marks etc. Warranty will not be covered if the product has been opened or repaired by an unqualified technician. Consumable items like batteries, collar straps and wire are covered by 1 year warranty regardless the length of warranty provide for the Brand.
For example: - Most motor vehicle manufacturers offer a 2 or 3 year warranty for normal passenger vehicles use, but if the vehicle is used as a taxi, the warranty conditions are varied by the manufacturer.
* Any product to be returned must be approved for return by contacting our service staff and receiving a return code number
* It is your responsibility to have the product returned (in our possession) within 30 days
* You agree to follow the manufacturers' instructions and carry out any training included in the instructions, over the prescribed period
* We provide you with all the necessary support in the correct use of our products via our Freecall helpline 1800 300 364
* A restocking fee of up to 35% of the purchase price applies. Restocking fee will be higher if original packaging is damaged or if excessive wear & tear appears on the product, if parts are missing.
The following items are not covered for returns (Non refundable)
* The original delivery cost
* The cost of returning the product to us
* Consumables such as batteries, collar straps, wire, etc.
All returned goods are at your risk. You need to ensure that you take out the appropriate insurance against loss of the returned goods whilst in transit, with your carrier.
We recommend that you consider registering and insuring your goods before returning it to us.
Unfortunately, we cannot accept any responsibility for goods that are lost in transit and not received by us.
We have our own professional electronics technicians who can perform "Service and Repairs" here in Australia. It is our intention to supply you, with quality warranty repairs and quick return to you. We will continue to offer quality parts, service and repairs beyond the warranty period or outside warranty terms at fair and reasonable rates, keeping in line with today's labour rates and business running costs.