How we handle faulty products, repairs, replacements, and guarantee claims.
Legal guarantee
For new goods sold by a Spanish company to consumers, the legal conformity period is 3 years from delivery (Article 123 TRLGDCU, as amended by Royal Decree-Law 7/2021, transposing EU Directive 2019/771). This was extended from the previous 2-year period effective January 1, 2022.
TamedTail does not currently offer an additional commercial warranty beyond the statutory legal guarantee.
If a product is faulty or not as described, the consumer may request repair or replacement unless one option is impossible or disproportionate.
What is covered
The legal guarantee covers lack of conformity existing at delivery and defects that appear during the applicable legal period under consumer law.
Typical covered cases include manufacturing faults, electronics failure under normal use, missing included parts, or a product that does not match the published description.
What is not covered
The guarantee does not cover misuse, incorrect installation, unauthorized modifications, bypassed safety systems, crash or impact damage, liquid ingress, unsuitable power supply, wear caused by use outside published limits, or damage caused by third-party equipment.
Consumables and cosmetic marks that do not affect function may be excluded where legally permitted.
Claim process
Contact support with the order reference, description of the issue, photos or video, and any diagnostic information from the app.
We may first ask for remote checks. If the product must be returned for inspection, we will provide instructions. For valid legal guarantee claims, only the costs that must legally be borne by the seller are handled by us.
Repairs, replacements and timelines
We may repair, replace parts, replace the unit, or refund if repair and replacement are impossible or disproportionate under applicable law.
Repair and replacement timelines depend on component availability, queue position, and diagnostic requirements. We will communicate an estimated timeframe once the claim has been assessed and will keep the buyer informed of any material changes.
Under Article 123 bis of TRLGDCU, the legal guarantee period is suspended during the time the consumer is deprived of the product while it is being repaired. After a repair or replacement, the guarantee on the repaired or replaced goods is extended by the duration of the suspension period. Replaced components and units benefit from a new guarantee period equal to the original statutory period, counted from the date of replacement delivery.
