eShepherd Warranty Policy
This policy sets out the warranty we give on Gallagher eShepherd™ Hardware, whether you bought it from us or from an eShepherd Partner. It explains what's covered, for how long, how to make a claim and what we'll do. Capitalised terms have the meanings given in the Hardware Purchase Terms. The “Important things to know” summary below is for convenience only and isn’t part of this policy.
1About this policy
1.1
Who gives the warranty. The warranty is given by the Gallagher Group company for your country shown in the table in the Hardware Purchase Terms (we, us and our), whether you bought the Hardware from a Gallagher Group company or from an eShepherd Partner. It is a manufacturer's warranty, separate from your contract of sale.
1.2
How this policy fits with your terms. This policy applies alongside the Hardware Purchase Terms and is referred to in the eShepherd Terms of Service. If this policy conflicts with those terms about defects in Hardware, this policy applies to that matter. On everything else, including liability, those terms apply, as set out in section 8. This policy covers Hardware only. Firmware and the Service are covered by the Terms of Service, including our commitment there to provide the Service with reasonable care and skill.
1.3
Changes to this policy. We may update this policy. A change doesn’t reduce the warranty on Hardware you already own, and a change that improves your rights also applies to it.
1.4
No other warranties on our behalf. No eShepherd Partner, reseller, agent or other person can give a different or additional warranty on our behalf, or change this policy. This doesn't affect any rights you have under the law or under a Signed Agreement.
1.5
Hardware bought before [effective date] October 2026. If you bought Hardware before [effective date] October 2026, this policy applies to it. If the warranty terms that applied when you bought it give you a longer Warranty Period or other greater rights, you keep those greater rights.
1.6
Gallagher Global Customer Warranty Policy. eShepherd Hardware may also be listed in the Gallagher Animal Management Global Customer Warranty Policy. This policy applies to eShepherd Hardware and prevails over that policy if there is any inconsistency between them, and that policy doesn't otherwise apply to eShepherd Hardware. This doesn't reduce any greater rights you keep under clause 1.5.
1.7
Language. This policy is written in English. If we give you a translation, it’s for convenience only, and if there’s any inconsistency, the English version applies, unless the law requires otherwise.
2What's covered and for how long
2.1
Our warranty. Subject to this policy, we warrant that Hardware will be free from material defects in materials and workmanship during normal use for the period shown below (the Warranty Period). The Warranty Period starts on the date the Hardware is delivered to you (or, if we can't confirm the delivery date, the date on your invoice).
2.2
Warranty Periods. The Warranty Period is:
| Hardware | Warranty Period |
|---|---|
| Neckbands (all variants) | 3 years |
| Base Stations | 3 years |
| Accessories (magnet keys, straps, [list to be confirmed]) | 1 year |
| Spare Parts you install yourself (clause 6.1) | 90 days from installation, or the rest of the original Hardware's Warranty Period, whichever is longer |
| Hardware we have repaired or replaced | 90 days from return shipping, or the rest of the original Warranty Period, whichever is longer |
Straps are covered for defects in materials and workmanship, not for normal wear.
2.3
Proof of purchase. To claim, you'll need proof of when you bought or received the Hardware, such as a receipt, invoice, order confirmation or delivery record from a Gallagher Group company or an eShepherd Partner. If you don't have it, we may check the purchase or delivery date using our records or the serial number.
2.4
Hardware this warranty applies to. This warranty applies to Hardware first bought new from a Gallagher Group company or an eShepherd Partner, and to Hardware transferred under section 7. It doesn't apply to other Hardware, including second-hand Hardware not transferred under section 7 and Hardware bought through online marketplaces from sellers who aren't eShepherd Partners. You can check whether a seller is an eShepherd Partner by contacting us. This doesn't affect any rights you have under the law.
3What's not covered
3.1
Exclusions. Subject to your rights under the law, the warranty doesn't cover:
- failure or damage outside the Warranty Period;
- failure or damage caused by use, installation, fitting, charging, storage or maintenance that doesn't follow the Documentation;
- failure or damage caused by accident, neglect or misuse, or by impact, crushing or other physical force beyond the Hardware's published specifications or beyond what would be expected in normal use on the livestock it's designed for;
- damage caused by fitting the Hardware to animals it isn't designed or approved for;
- exposure to conditions outside the Hardware's published specifications, including extreme temperatures, water immersion or ingress beyond its rating or chemical exposure;
- loss or theft of the Hardware, or damage from vandalism, lightning, power surges, fire, flood or other events outside our reasonable control;
- failure or damage caused by products not supplied or approved by a Gallagher Group company;
- unauthorised modification, repair or service, or incorrect installation of Spare Parts (unless you followed our instructions and the failure is unrelated to the installation);
- normal wear and tear, cosmetic damage and strap wear;
- Hardware whose serial number has been removed, changed or made unreadable, unless we can otherwise confirm it is genuine and in warranty;
- failure caused by you preventing a safety, security or compliance update from installing, or not taking a step we've asked you to take so it can install (such as connecting or charging the Hardware), after we've told you the update is required;
- GPS, mobile or network performance issues caused by coverage, weather, terrain or other factors outside our control;
- the Service, Firmware or third-party products (Firmware and the Service are covered by the Terms of Service; third-party products by their manufacturer); or
- installation, removal or reinstallation costs, travel or other service costs, unless the law requires us to cover them or we agree in writing.
4How to make a claim
4.1
If you bought from us. Contact our customer support team: email: eshepherd.support@gallagher.com, or online at eshepherd.com.
4.2
If you bought from an eShepherd Partner. Contact your eShepherd Partner first, who will pass your claim to us. If your Partner can't help or is no longer operating, you can claim directly from us.
4.3
Telling us about a fault. If you think Hardware is faulty, please tell us promptly after noticing the fault. A delay affects your claim only to the extent it makes the fault harder to assess or more costly to fix.
If a Neckband seems to be faulty in a way that could affect an animal's welfare (for example, delivering cues when it shouldn't, overheating, or causing rubbing or injury), remove it from the animal as soon as it's safe to do so and contact us. Removing a Neckband for this reason doesn't affect your warranty.
When you claim, please give us your name and contact details, proof of purchase, the serial number (on the Hardware or in the Service), a description of the fault and any photos or documents we reasonably ask for. We'll give you a ticket number, which you must use in all communications and on any returned Hardware.
4.4
Returning faulty Hardware. Unless we tell you otherwise or send you a Spare Part to install yourself, you must return the faulty Hardware within 30 days of receiving your ticket number, properly packaged, to the address we give you. You pay the cost of sending it to us, unless we tell you we’ll cover it. If your claim is covered by this warranty, we pay for sending the repaired or replacement Hardware to you. If it isn’t, clause 4.6 applies.
4.5
Assessment. We'll assess the Hardware and tell you within a reasonable time whether the claim is covered.
4.6
If your claim isn't covered. If we find that the Hardware isn't faulty, or that the fault isn't covered by this warranty, we'll tell you why. We may offer to repair or replace it at your cost, and we'll give you a quote before doing any chargeable work. If you don't accept the quote, we'll return the Hardware to you at your cost. We may charge a reasonable assessment fee for Hardware returned with no fault found, but only if we told you about the fee before you sent it.
5What we'll do
5.1
Remedies. If Hardware is faulty and covered, we'll, at our option (acting reasonably): repair it; replace it with identical or equivalent Hardware, which may be new or refurbished to as-new condition; or refund the purchase price shown on your proof of purchase. If you agree, we may instead give you a credit towards future purchases equal to the purchase price shown on your proof of purchase.
5.2
Advance replacement. We may send a replacement before we receive the faulty Hardware. If we do, you must return the faulty Hardware within 30 days, as described in clause 4.4. If you don’t, we may charge you for the replacement and the cost of sending it to you. If you return it and we find that it isn’t faulty or the fault isn’t covered, you can either keep the replacement and pay for it, or send it back to us and we’ll return your original Hardware. Either way, you pay the cost of any shipping this involves.
5.3
Ownership and risk. You own replacement Hardware when it's delivered to you. We own faulty Hardware returned to us when we receive it.
6Self-repair
6.1
When we offer self-repair. For some faults, we may offer to send you a replacement component (a Spare Part) and instructions so you can repair the Hardware yourself. We'll decide (acting reasonably) whether a fault is suitable, based on its nature and complexity, parts availability and whether the repair can be done safely, and may ask you to confirm your technical ability.
6.2
Spare Parts. For covered repairs, we’ll send the Spare Part and instructions free of charge and may provide remote support. Before we send a Spare Part, we may ask for photos, diagnostic information or other evidence of the fault. You don’t need to return the faulty part unless we ask you to. If we do, you must return it within 30 days, as we direct, and we’ll cover the cost of returning it. If you don’t return a part we’ve asked for, or we find the part isn’t faulty or the fault isn’t covered, we may charge you for the Spare Part. If you keep a faulty part, please dispose of it in line with local recycling rules, or ask us or your eShepherd Partner how to recycle it.
6.3
Your responsibility. You must follow our instructions and make sure you have the skills, tools and safety equipment to do the repair safely. We're not responsible for damage, injury or loss caused by your installation, unless caused by a defect in the Spare Part or an error in our instructions. Spare Parts you install are warranted as shown in clause 2.2.
7Transferring the warranty
7.1
When the warranty transfers. The warranty applies to the original buyer. If Hardware is sold or transferred to a new owner, including as part of a sale of the farming or livestock operation it's used in, the warranty transfers to the new owner for the rest of the Warranty Period, as long as the Hardware is registered to the new owner's account in the Service and the purchase date can be confirmed from the original proof of purchase or our records.
8Liability
8.1
Warranty remedies and limits. Subject to your rights under the law (section 9), the remedies in section 5 are your remedies under this warranty, and our liability for a warranty claim won't exceed the purchase price shown on your proof of purchase for the faulty Hardware. The remedies in section 5 aren’t limited by the liability cap in the Hardware Purchase Terms or the Terms of Service. Any other liability under this policy counts towards that cap, and the exclusions of liability in those terms (including for indirect loss) apply to this policy.
9Your rights under the law
9.1
Rights that can’t be excluded. Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy you have under law that can't lawfully be excluded, restricted or modified.
9.2
Australia. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
In Australia, this warranty is given by Gallagher Australia Pty Ltd, ACN 005 550 845, 65 Scanlon Drive, Epping VIC 3076; phone: +61 3 7056 7032 email: eshepherd.support@gallagher.com. The warranty is in addition to other rights and remedies you have under a law in relation to the goods to which the warranty relates. Section 4 explains how to claim.
If your claim is covered by this warranty, we'll pay the reasonable cost of returning the faulty Hardware to us, either by giving you a prepaid label or by reimbursing you. If the Hardware can't be returned without significant cost (for example, an installed Base Station), we'll arrange to collect it at our cost. If your claim isn't covered, clause 4.6 applies. Nothing in this policy limits any right you have under the Australian Consumer Law to recover reasonable costs of claiming a remedy.
Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods. Repair of the goods may result in loss of any user-generated data stored on them.
9.3
New Zealand. If you acquire Hardware as a consumer, you have rights under the Consumer Guarantees Act 1993 that this policy doesn't limit. If you acquire it for the purposes of a business, the Hardware Purchase Terms explain how that Act applies.
9.4
United States. In the United States, this warranty is a Limited Warranty and it is given by Gallagher North America Inc., 5005 NW 41st Street, Riverside, MO 64150; phone: +1 816 760 2167; email: eshepherd.support@gallagher.com. To the extent the law doesn't allow implied warranties (including the implied warranties of merchantability and fitness for a particular purpose) to be excluded, they are limited to the length of the Warranty Period. Some states don't allow the exclusion or limitation of incidental or consequential damages, or limits on how long an implied warranty lasts, so some of the limits in this policy may not apply to you. This warranty gives you specific legal rights, and you may also have other rights that vary from state to state.
9.5
Other countries. The country-specific terms in the Hardware Purchase Terms also apply to this policy.
10Disputes and contact
10.1
Disputes. The dispute resolution clause and the table of contracting entities, governing law and disputes in the Hardware Purchase Terms apply to claims under this policy, including if you bought the Hardware from an eShepherd Partner.
10.2
Contact us. Email: eshepherd.support@gallagher.com, website: eshepherd.com. For your country's Gallagher Group company and address, see the table in the Hardware Purchase Terms.
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