SpotOn collars guarantee

RETURNS, CANCELLATIONS, & WARRANTY


OnPoint Systems (OPS) Order Cancellation and Change Policy

We strive to process and deliver your orders in an efficient and timely manner. If you need to cancel or change an order after it has been placed, please contact our customer service team within 24 hours of placement of an order.  Please have your order number, provided upon checkout, readily available. Our customer service team will assist you regarding options for cancelling or modifying your order. If your order cannot be cancelled or modified, please follow our 45 Day Satisfaction Guaranteed Return Policy for a full product refund. 

OnPoint Systems (OPS) 45 Day Satisfaction Guaranteed Return and Refund Policy

If you purchased your SpotOn System at SpotOnFence.com and are not completely satisfied with your SpotOn Virtual Fence, contact SpotOn customer support within 45 days of your date of purchase to request a full product refund (shipping and handling not included). 

Please note: due to national concerns over the COVID-19 virus and the health and safety of our team members, all SpotOn employees are working remotely and are not at headquarters to receive return shipments. We ask that you hold your shipment until we are back onsite and apologize for any inconvenience.

Please proceed with your return request here or click the link below and we will notify you as soon as we are able to accept shipments. 

If you would like to speak directly with a SpotOn team member, please reach out to us Monday - Friday 9:00am - 5:00pm ET at 603-488-1504 or via email at support@spotonfence.com. We are happy to answer any questions or provide one-on-one support with set-up, troubleshooting, or training issues if you would like to continuing using your SpotOn System.

Click here to process a return.

In order to qualify for a full refund, all of the following conditions must be met:

  • A Return Merchandise Authorization (RMA) number must be acquired by submitting a RETURN REQUEST within 45 days of your day of purchase. Click the link above to request and RMA number.
  • To avoid a $50 restocking fee, any returned product(s) must be packed in the original packaging including all accessories and kit contents that shipped with the Product.  Accessories Include: SpotOn Virtual Smart Fence collar, Static Correction Points (x2 Sets), Static Correction Tester, Wall Charging Port & Cable, SpotOn Flags & Target, Quick Start Guide. Restocking fee on incomplete returns will be taken from the total Refund amount.
  • Product must be in original working condition and r e-sellable. This means free from bites, punctures, dents, tears, water incursion, tampering, etc. (determined by our sole discretion).
  • The returned product must be received by the OPS team within 10 days after issuance of the RMA with the RMA number clearly written on the outside of the box. (Due to COVID-19 precautionary measures, this has been suspended until further notice).
  • Shipping and handling charges and taxes paid (e.g., state, customs, VAT) are not refundable. Any return sent back freight collect will be refused.
  • Customer is responsible for shipping charges and shall assume all risk of loss or damage to the Product while in transit to OPS. We recommend that you use tracking and insurance services for your protection.
  • Expedited shipping charges incurred by customer at date of purchase are non-refundable.

     

        Refund Exclusions
        • The product was not purchased from an authorized seller.
        • The product was subjected to accident, abuse or misuse.
        • Failure to follow OPS’ safety, operation and maintenance instructions.
        • The product was tampered with including, without limitation, any modification, repair, or disassembly.
        • The product was defaced including, and without limitation, non-removable marks, engravings, and inscriptions (permanent marker, pen, pencil, paint, etc.)
        • The product was damaged due to dog-induced damage, accident, abuse, misuse, water, flood or fire.
        • The product was subject to extreme acts of nature such as a lightning strike.
        • The product is damaged or not in re-sellable condition, as determined at our sole discretion, we retain the right to either refuse acceptance of such return or charge a restocking fee of 50% of the original price of the SpotOn product purchased.

        Refunds will be processed and paid within 2 weeks of receipt of Product and review of the Product contents.

        OnPoint Systems (OPS) One Year Non-Transferrable Product Warranty

        We are proud to offer an extensive Manufacturer’s One (1) Year, Non-Transferrable Product Warranty from the date of purchase. Every SpotOn collar comes with a one-year warranty covering manufacturer’s defects, assuming normal use in accordance with OPS’ product documentation.

        To return a product due to a manufacturer defect, you must contact the OPS customer service team and obtain a Return Merchandise Authorization (RMA). Please have your order number ready when calling.

        Please note: due to national concerns over the COVID-19 virus and the health and safety of our team members, all SpotOn employees are working remotely and are not at headquarters to regularly receive warranty shipments. We will be in communication with regular updates but expect a delay in warranty processing as these unprecedented health and safety measures are in place. We apologize for any inconvenience.
        Please proceed with your warranty request here and we will notify you of next steps. 
        • Purchaser must provide OPS with a copy of the receipt stating the product purchased, amount paid, and date of purchase.
        • Any returned product(s) must be packed in the original packaging including all accessories and kit contents that shipped with the Product.
        • A Return Merchandise Authorization (RMA) number must be requested from our customer service team within the one-year warranty period.
        • The returned Product must be received by the OPS within 30 days after issuance of the RMA with the RMA number clearly written on the outside of the box.
        • Shipping and handling charges and taxes paid (e.g., state, customs, VAT) are not refundable. Any return sent back freight collect will be refused.
        • Customers are responsible for shipping charges and shall assume all risk of loss or damage to the Product while in transit to OPS. We recommend that you use tracking and insurance services for your protection.

          Warranty Exclusions

          • The product was not purchased from an authorized seller.
          • The product was subjected to accident, abuse or misuse.
          • Failure to follow OPS’ safety, operation and maintenance instructions.
          • The product incurred damage including, but not limited to, bites, punctures, dents, tears, water incursion, tampering, and the like.
          • The product was tampered with including, without limitation, any modification, repair, or disassembly.
          • The product was damaged due to dog-induced damage, accident, abuse, misuse, water, flood or fire.
          • The product was subject to extreme acts of nature such as a lightning strike.

          This warranty is void if it is found that the product was used outside of its intended use, or the product was not purchased from an authorized seller. 

          In honoring the warranty, OPS will repair the defective product or, at its discretion, replace the defective product with a new or refurbished unit. OPS will warrant all repairs and replacements for the remainder of the initial, non-transferrable warranty period. The repaired or replaced item will be shipped to the customer, at OPS’ expense, no later than thirty (30) days after OPS receives the defective product.  Replacement of any product will not extend the applicable warranty period.

           

           

          OPS may refuse to provide an exchange or refund for any product that is not in its original condition.  If OPS refuses to provide an exchange or refund on a product due to poor condition of the product, the customer will be notified and they can request the product be shipped back at their cost. OPS must receive the request to ship back the product within 20 days of notification of refusal of the exchange or refund.

          All products that are replaced will become the property of OPS.

          Limitation of Liability

          The customer assumes all risks and liabilities associated with the use or misuse of this product. In no event shall OPS be liable for any direct, indirect, punitive, incidental, or consequential damages or any damages arising out of or connected with the use or misuse of this product where the product includes the hardware and software to include but not limited to embedded software, smartphone applications and website.

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

          TO THE MAXIMUM EXTENT PERMITTED BY LAW, IN NO EVENT WILL OPS OR ITS SUPPLIERS/LICENSORS BE LIABLE TO USER OR ANY THIRD PARTY FOR ANY SPECIAL, INCIDENTAL, CONSEQUENTIAL, PUNITIVE, OR INDIRECT DAMAGES (WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE), OR OTHERWISE), WHICH INCLUDE, WITHOUT LIMITATION, DAMAGES FOR PERSONAL INJURY, LOST PROFITS, LOST DATA AND BUSINESS INTERRUPTION, ARISING OUT OF THE USE OF, OR INABILITY TO USE, THE SERVICE, ITS CONTENT OR PRODUCTS, OR ANY OF ITS THIRD PARTY CONTENT AVAILABLE THROUGH THE SERVICE, EVEN IF OPS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. NOTWITHSTANDING ANYTHING CONTAINED HEREIN TO THE CONTRARY, THE ENTIRE LIABILITY OF OPS 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 OPS.

          THE SPOTON VIRTUAL SMART FENCETM 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 OPS IS NOT RESPONSIBLE FOR SUCH OCCURRENCES OCCURRING.  OPS’ PRODUCT IS NOT A REPLACEMENT FOR (I) COMMON SENSE OR INDIVIDUAL RESPONSIBILITY; (II) FOR A PET OWNER’S TRAINING OF HIS/HER PET OR AN OWNER’S DILIGENCE TO CONTAIN A PET WITHIN A DESIRED AREA.

           OPS’ PRODUCTS ARE NOT A SOLID BARRIER AND WILL NOT WORK, AS INTENDED, WITHOUT PROPER TRAINING.  FURTHER, OPS’ 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.

           OPS IS NOT RESPONSIBLE FOR HARM, INJURY OR DEATH OF THE DOG FOR ANY REASON TO INCLUDE BUT NOT BE 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 THE DOG, OR ANIMAL ABUSE.

          Governing Law

          This Limited Warranty & Limitation of Liability shall be governed by the laws of the State of New Hampshire and by the laws of the United States.