1.Warranty Scope, Duration, and Definitions

• Core Commitment: PetLive offers a 12-month limited warranty from the delivery date. This warranty covers material and workmanship defects that occur under normal use (strictly following the included user manual and intended use).
  
• Applicable Products: This warranty applies only to products purchased directly from PetLive's official website or its authorized distributors, with a verifiable serial number. Products purchased from unauthorized channels (e.g., personal resell, non-partnered e-commerce platforms) are not covered by the official warranty.
  
• Key Definitions:
  
  "Major Defects": Refers to functional failures that cause significant damage to the product's core functions, value, or safety (e.g., completely non-functional screen, failure to power on, motherboard failure).
  
  "Refurbished Products": Products that have undergone thorough return inspections, repaired with original parts, and passed full functionality testing, achieving performance and reliability equivalent to new products. Refurbished products may have new outer shells and come with their own warranty.

2. Warranty Service Content and Upgrade Commitment

• Standard Service Options: For defects confirmed under warranty, we will decide on the fastest resolution: repair, replacement (new or refurbished), or refund.
  
• "Lemon Law" Principle and Enhanced Commitment: You may have specific rights under the laws of your state. As an additional customer care commitment, if the same major defect reoccurs after two official repairs, or if the product cannot be used normally due to warranty repairs for more than 30 days, we will proactively replace it with a new unit or offer a full refund, without the need to invoke complex legal terms.

3. Non-Warranty Scope

The warranty does not cover the following situations, typically caused by accidents or improper use:

• Wear and Tear or Accidents: Normal wear, damage from drops, compression, liquid spills, power surges, or extreme temperature/humidity environments.
  
• User Error or Unauthorized Operations: Any installation, operation, or maintenance not following the user manual; use of non-original or unapproved accessories (e.g., power adapters); unauthorized disassembly, modification, or repair by non-authorized technicians.
  
• Non-Personal Use: Commercial, rental, or wholesale purposes.
  
• Cosmetic Issues: Minor scratches, discoloration, or changes in appearance that do not affect core functionality.

4. Warranty Application and Service Process

• Step 1 - Submit Application: Provide the order number, product serial number, and a clear description of the issue to customer service, ideally with photos or videos showing the defect, which will help speed up the diagnosis.
  
• Step 2 - Diagnosis and Authorization: Customer service may provide initial troubleshooting guidance. If the product needs to be returned, we will issue a prepaid label with an RMA (Return Merchandise Authorization) number. Please use this label and packaging.
  
• Step 3 - Data Safety Reminder: Before sending out the device, it is your responsibility to back up and permanently delete all personal data (e.g., photos, accounts, passwords). The repair process may involve part replacements or resets, and PetLive is not responsible for any data loss during the repair.
  
• Step 4 - Processing and Return: After receiving the product, we will conduct a final inspection and, once the issue is confirmed, proceed with repair, replacement, or refund. You will be notified of the progress via email.
  

5.Warranty Period for Replaced Products

Replaced products may be new or refurbished, and their functionality will be equivalent to a new product.
The warranty period for a replacement product will be the longer of the following:

• (a) The remaining warranty time on your original product；
  
• (b) The minimum legal warranty period starting from the replacement date (e.g., some jurisdictions mandate a 12-month warranty for new replacements, while refurbished products may have a 90-day warranty).

6. Important Legal Rights Statement

•  U.S. Consumers: This warranty is in addition to your statutory rights under the Magnuson-Moss Warranty Act and applicable state laws (e.g., California). Your implied warranty rights (e.g., the implied warranty of merchantability) are not affected by this policy.
  
•  EU Consumers: Geographical applicability statement: This policy applies to all purchase contracts made within the U.S. and is governed by U.S. laws. Separate terms and local laws will apply to products and services provided within the EU.

General Terms (Applicable to All Policies)

• Limitation of Liability: To the maximum extent permitted by law, PetLive is not liable for any indirect, incidental, or consequential damages (e.g., data loss, lost profits, business interruptions) arising from the use or inability to use the product. Our maximum liability for any single event is limited to the amount you paid for the product. This limitation does not apply in cases of gross negligence or intentional misconduct, or where prohibited by law (e.g., certain state laws and EU consumer protection laws).
  
  
• Policy Updates and Communication: PetLive reserves the right to update this policy. Any changes will take effect after being posted on our website. The updated policy will not apply to products purchased before the effective date of the change. We will primarily communicate with you regarding after-sales support via the email address provided in your order.
  
  
• Dispute Resolution and Governing Law: The interpretation and enforcement of this policy shall be primarily governed by the applicable laws of the consumer’s place of residence. We encourage you to resolve any disputes through amicable negotiation. If no agreement is reached, the dispute shall be submitted to the competent court(s) with jurisdiction in the place where our company is registered.