Always a one-year warranty
All hardware from SweTrack Electronics AB is delivered with a one-year factory warranty directly from SweTrack, regardless of where you bought your product. The factory warranty covers hardware defects of an original nature, i.e. manufacturing defects. The warranty does not cover defects that have arisen as a result of incorrect handling, such as water damage.
3-year right of complaint for private individuals
You as an individual have a 3-year right of complaint in accordance with the Consumer Sales Act. This gives you the opportunity to complain about manufacturing defects up to three years after the date of purchase. The big difference between warranty and right of complaint is that the burden of proof lies with the consumer in the event of a complaint after 6 months; it is therefore your responsibility to demonstrate that the error can be considered a manufacturing defect and not something which was the result of personal incorrect handling.
Free support on all products
We give you free support on your SweTrack products - no matter where you bought it! You will find answers to the most common questions here in our support center, and you can also contact us directly at support@swetrack.com.
What is covered by the factory warranty?
The factory warranty covers all hardware products from SweTrack and is valid for one year from the date of purchase. Upon request, you must be able to prove the date of purchase by presenting proof of purchase, for example a receipt or invoice.
The factory warranty means that defects that can be traced to production defects are rectified at no extra cost to you. This could be, for example, that the product suddenly does not start, or that it ceases to work in any other way without external damage being detectable. The factory warranty does not cover faults that can be traced to external damage, such as severe violence, or incorrect handling such as incorrectly performed installation or unauthorized modification of the software in the unit. SweTrack provides the same warranty terms to everyone, regardless of whether you are a private customer or a corporate. You who are a corporate customer can also have a support agreement on your product. The scope of this agreement is regulated separately in the communication that takes place between you and us when the support agreement is drawn up.
Note that warranty does not cover:
- Normal wear and tear.
- Intentional injury or damage due to negligence.
- Damage caused by improper use, installation or connection of the product.
- Damage caused by chemical or electrochemical reactions, rust, corrosion or water damage.
- Consumables including batteries
- Parts without function and decorative parts that do not affect the normal use of the product, including any scratches and possible color differences.
- Accidental damage caused by foreign objects or substances during use or cleaning of the product.
- No errors are found or errors cannot be recreated.
- Service commitment outside Sweden.
How do we work to fix the defect?
We always try first hand to repair the product if a manufacturing defect can be found. If reparation is not possible, the damaged product will, if applicable, be replaced with a new product of the same model. If the product you bought is no longer available, for example due to the product no longer being produced, the damaged product will be replaced with a new product of another model with equivalent functionality.
How do I file a warranty claim?
Always start by contacting the reseller of the product. If you have purchased the product directly from us at SweTrack, you can contact us at the email address support@swetrack.com. We will always start the case with a remote troubleshooting to ensure that you don’t need to send the product to us unnecessarily. Many errors are software-related, and can be easily fixed by us remotely. If we in our troubleshooting and dialogue with you can not fix the problem immediately, then you will be asked to send the product to us for on-site examination. If a manufacturing defect can be found, the problem will be fixed as above. When repairing a product outside the warranty, we will get back to you with a cost proposal for the repair. If you reject the cost proposal, you can choose to have the original product returned to you with the understanding that you pay for the shipping, or you can choose not to get the product back, after which we will terminate (scrap) the product. We always recycle electronics in an environmentally friendly way. All customers at SweTrack Electronics AB have the right to send used GPS tracking equipment from SweTrack to us for free recycling in an environmentally sound manner.
What is the difference between legal guarantees and warranty?
Warranty and legal guarantees are often confused. Here we try to sort out the differences between these two, and explain what rights and obligations you as a private consumer have in the event of a complaint. To begin with, warranty is not something that is regulated by law, but something that a seller of a product on a voluntary basis can provide. We at SweTrack always provide a one-year hardware warranty on all our products, regardless of whether you are a private customer or a business owner. If you are a private customer, in addition to the warranty, you also have a three-year right to make a complaint, which is regulated by Swedish legislation.
You as an individual have the right to complain, i.e. complain about an item you bought for three years after you received the item. However, the legislation states that complaints must be made within a reasonable time from the time a defect in the product is discovered. Reasonable time is often considered about two months. During the first six months, it is the seller's responsibility to prove that the defect did not originally exist, and if the seller cannot prove this, the product is considered defective. After six months, however, the burden of proof lies with the buyer. This means that you as the buyer need to prove that the fault existed from the beginning.
If the product is defective, then according to the Consumer Sales Act you are entitled to one of the following:
- That the defect is corrected
- Delivery of a new product
- Price reduction, i.e. that you keep the product against compensation
- Receive compensation for repair which is done by another party
- Cancel the purchase and get the purchase price refunded
- Withhold payment
- Compensatory damages
You can not combine several of the above options. To complain about a product, you should first turn to the reseller you bought the product from. If you bought the product directly from SweTrack, please contact us. Please note that the right of complaint, unlike the warranty, is not linked to the product itself but is linked to the original buyer of the product. In other words, if you have bought a second-hand product, you have no right to complain about this product because the right to make a complaint is linked to the original buyer. Upon request, you must be able to prove your purchase with a copy of proof of purchase, for example a receipt or invoice.
How does your customer service work?
SweTrack provides free support on all hardware and software products. This means that we remotely help you with any questions that you have about your product. We would like to encourage our customers to always read the enclosed instruction manual carefully and consult our Support Center before contacting our customer service. If you do not find the answer to your question yourself in the instruction manual or the support center, we will of course help you. You can contact us by email at support@swetrack.com.