MojGPS

    Complaints and warranty

    How to claim the conformity guarantee, manufacturer guarantee, damaged shipments and defects.

    Last updated: 17 Aug 2026

    If the goods are not in conformity with the contract on delivery, the consumer has statutory rights to repair, replacement, a price reduction or termination of the contract.

    1. Conformity guarantee

    • The statutory guarantee for consumers is two years from delivery.
    • During the first year the lack of conformity is presumed to have existed at delivery unless the seller proves otherwise.
    • The consumer may first request free repair or replacement; if that is impossible or not completed within a reasonable time, a price reduction or termination may be requested.

    2. Statutory lack of conformity (defect claim)

    • A lack of conformity means the goods do not match the contract: they lack the properties needed for normal use, do not match the description or sample, or do not work as agreed.
    • The seller is liable for two years from delivery of the goods.
    • Report the defect within two months of the day you discovered it — after that the statutory claim can no longer be enforced.
    • Available remedies: repair, replacement with new faultless goods, a proportionate price reduction, or termination of the contract with a refund.
    • You may first choose repair or replacement; a price reduction or termination can be requested if the seller does not remedy the defect within a reasonable time, if the defect persists, or if it is a material defect.
    • For a justified claim the seller covers the cost of inspection, transport and return of the goods.

    3. Statutory claim versus guarantee

    • The statutory lack-of-conformity claim is a consumer right against the seller and always applies, even when the goods carry no guarantee.
    • A guarantee is a voluntary promise by the manufacturer or seller and applies to the extent stated in the guarantee certificate.
    • A guarantee never excludes, limits or conditions the statutory claim; you may use whichever route is more favourable to you.

    4. Reporting a defect

    • Report the defect to it@netko.it with the order number, a description and photographs where possible.
    • We confirm receipt and answer a substantiated complaint within 8 working days at the latest.
    • We then send return instructions; shipping costs for a justified complaint are covered by the seller.

    5. Damaged or incomplete shipments

    • Check the packaging on receipt and record any visible damage with the carrier.
    • Report damage or missing contents within three days of receipt so we can file a claim with the carrier.

    6. Manufacturer guarantee

    • Where a guarantee certificate is enclosed, the conditions and period stated in it apply.
    • The guarantee does not cover faults caused by improper installation, mechanical damage, unauthorised interventions, overvoltage or use outside specifications.
    • A manufacturer guarantee does not limit statutory consumer conformity rights.

    7. What is not a defect

    • Loss of mobile or GPS signal in tunnels, garages and areas without coverage.
    • Deviations in fuel figures caused by the tolerance of the vehicle sensors that the device only reads.
    • Faults caused by third-party interventions in the vehicle electrical system.

    Submitting a complaint