RETURNS & REPAIRS
Misuse, improper maintenance, lost or stolen units, and dog damage are not covered
under the manufacturer’s warranty.
Devices should be charged with the manufacturer’s included charger only.
E-Collar Technologies Remote Dog Training Systems have a Two Year Full Manufacture Warranty. In the event your system is deemed defective by an E-Collar Technologies Representative, you will be provided a replacement for the defective item.
If you are experiencing issues with your E-Collar, please call our Toll-Free number at 855-326-5527 or 260-357-0051 (int’l.) or email sales@ecollar.com for Technical Support while you have your system with you.
For us to effectively process your warranty claim we will troubleshoot with you to determine the correct course of action. We will need to know the following information;
• What model system you have
• What issues you are experiencing
• The serial number of the defective component
• Your Address, and contact information
IMPORTANT INFORMATION REGARDING YOUR SERIAL NUMBER
If the serial number manufacture date for the defective component is outside of the 2-year Full warranty period, ECT will offer replacement components at discounted prices. Please keep in mind, the serial number does not provide us with the date you received your system, but the date that your system was manufactured. If you are unable to provide purchase or training information, ECollar Technologies will use the manufacture date to estimate your warranty coverage.
www.ecollar.com | 2120 Forest Park Drive Garrett, IN 46738 | 855-326-5527 | sales@ecollar.com
Clicking this link to download the instructions: Manufacturer’s International Warranty.
Manufacturer warranty information: https://www.ecollar.com/pages/warranty-returns-and-cancellation
Customers have 14 days from the date of delivery to return their order for a refund.
To receive a full refund, items must be returned in:
Unused condition
Original packaging
Complete with all parts, accessories, and manuals
Re-saleable ‘as-new’ condition
Once received and inspected, a refund will be issued to the original payment method.
You can notify us via our contact form including your:
– Name
– Address
– Order numberRestocking & Returns Processing Fee (Non-Compliant Returns)
We do not sell collars on a trial basis.If there are signs of any use, there will be a minimum £25 Returns Processing Fee. Returns with missing parts, accessories, or original packaging may incur a charge to cover the cost of replacement items.
To protect our customers and business from fraudulent or abusive return attempts, items that are returned used, damaged, incomplete, or not in original condition may incur a Return Processing Fee of 20–30% of the product value.
This fee covers: Functional testing, Hygiene cleaning, Replacement parts, Repackaging, Authentication checks and Administrative Fees.
Our team will always communicate findings clearly before any deductions are made.If you exercise your right to cancel your order (Distance Selling Act) after the goods have been despatched, you will be responsible for returning the goods to G3 Dogs Ltd within 14 days of notifying us at your own risk and cost, therefore we strongly recommend returns are made by Royal Mail Tracking or Royal Mail Special Delivery.
All returns are subject to the following conditions, except where the goods are faulty or incorrectly described on the Web Site:
– Your item is complete and in ‘as new’ saleable condition.
– If you have opened the box to examine the product you must have done so without damaging or marking the product or packaging.
– You haven’t used the item.
– The item contains no personal data and hasn’t been registered to a user.
– It is returned with the original box, packing and any accessories you received with it.
– The item must be returned within 14 days of you requesting to return it.
- Any use of the product is relative to examining it, and ensuring it suits your needs. The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop.
Ecollars.co.uk does not sell products on a trial basis.
Customers are strongly advised to check suitability and specifications of products before ordering.
Inspection Fee for Returned Items Not Found Faulty
Returns claimed as defective but found to be fully functional may be subject to a Returns Processing Fee (£25) or 20–30% inspection and testing fee.
A deduction may be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary. We may refuse the return of items without the original packaging or where it has been returned in poor condition.
We will not refund any items that have been custom ordered to your individual specification or personalised.
- All Educator collars should only be charged using the manufacturer’s supplied charger only to ensure safe and reliable operation.
- Do NOT use fast chargers or wall chargers that may have a higher output.
- The devices are designed to accept a maximum input of 5V / 2.5A, and using any charger with a higher voltage or current output may cause damage to the battery, charging components, or the collar itself.
To avoid reducing the lifespan of your equipment or risking permanent damage, always use the original charger provided with your Educator collar.
- If you think the battery is significantly damaged (e.g. not charging or not holding charge for over 3 hours indoors) please feel free to contact us here.
- If you find the e-collar isn’t holding charge well, it could be the temperature (cold or extreme heat) that may affect the performance of a lithium battery.
🔋🪫We recommend you store your device indoors, as well as keeping your device charged regularly.
1- Fully charge battery pack
Batteries can slowly lose charge over the months they are in storage (especially when kept in the cold). So starting them off fully charged when packed away will help prevent any damage to the cells.
2- Store it in a dry place
Damp or leaky sheds are not ideal places for storing batteries. As you should not place your batteries where the moisture level is high. The battery will absorb moisture, and this can decrease its lifespan due to water encouraging corrosion. It is better to bring the battery inside to a dry and warm area.
3- Store in an appropriate temperature
We suggest that if the machine is likely to be stored in very cold temperatures, that the battery be removed from the machine prior to storage.
Li-Ion cells will become compromised if stored below 0 degrees. We do not therefore recommend storing in a shed or garage over winter as temperatures in these areas can drop below zero.
Equally, avoid a storage area with direct sunlight as higher temperatures can equally accelerate the battery’s ageing. Around 15-20 degrees C (or room temperature) is optimal.
4- If stored in cold check charge status periodically & re-charge
During storage, care must also be taken not to store the battery for too long. Ideally, a period of up to six months should be observed. During long storage, it is best to check the charge status periodically.
5- Ensure storage from metal objects
You should store your Li-Ion battery in a storage spot free from metal objects such as screws & nails that could come in contact with the battery terminals.
For items out of warranty, to request a battery replacement service: https://ecollars.co.uk/product/educator-battery-replacement-service/
GETTING A GOOD CONTACT WITH YOUR COLLAR
💡Testing your Ecollar
- The best way is to first test the collar at home without the dog, and using the test light or the palm of your hand.
- Make sure the test light is fitted firmly in the right position as the contact points must be in contact with the wire inside the test light to register a connection.
- Test it over 5-10 minutes, on different levels so you can see the light clearly.
- If using on your palm, use a low level to start 10-15-20+ gradually increasing as you feel comfortable.
✅Checking contact with your dog
In most situations for poor contact or no response from your dog, it’s either:
- #1 The contact to the dog’s skin is not fitted correctly, and/or
- #2 The training of the dog’s response e.g. the dog’s drive level or temperament may mask the stimulation.
If the collar is working fine over 10 minutes, it’s likely that your collar was not fitted on the dog tight enough or the collar did not have a good contact on the dog’s skin.
If your dog has thick hair, the dog will not feel the stimulation if hair is between the receiver and the dog’s skin.
⛔Do NOT to increase the level to initiate a response, rather, check the contact of the receiver.
CONTACT RECOMMENDATIONS:
🪮Brush your dog’s hair thoroughly to clean any dead hair.
🙅♂️Part the hair of the dog, and carefully place the probes onto the dog’s skin, making sure the collar is tight and doesn’t move around when the dog is in motion. (If the collar moves, it’s too loose!)
Any hair between the contact points and the dog’s skin will prevent a good contact.
✌️BOTH PROBES MUST MAKE CONTACT WITH THE DOG’S SKIN TO WORK PROPERLY!
↗️Change the position of the collar regularly e.g. have the collar on the top or side of the neck rather than below (gravity will help achieve a consistent contact).
Another alternative is to change the contact points (CPAD-11) to help get a better contact.
🐕🦺If you are still having issues, we highly recommend contacting an experienced trainer to help guide you on the use.
Unfortunately, we do not repair devices, but we do provide a range of replacement items including new remotes or dog collar receivers.
For Lost or Replacement Components:
Replacement parts that can be found here:
https://ecollars.co.uk/product-category/ecollar-technologies/replacement-parts/
[If your e-collar is within the 2 year warranty period – contact us here.]
