Warranty

A recorded tamper on its own does not remove your cover, and it does not affect your rights under consumer guarantee law. This is an overview of the cover. Clauses A4 and A5 below set out the full terms and govern in the event of any inconsistency.

1. Email support@shadosecurity.com. Include your Device serial number, proof of purchase showing the date of first purchase, and a description of the fault. Support is by email only, Monday to Friday, 09:00 to 18:00 UK time.
2. We respond within 3 business days. We may ask for photographs, logs or a remote diagnostic.
3. If we need to see the Device, we send a prepaid label. Do not ship a Device that is swollen, leaking or visibly damaged. Contact us and we will arrange special handling.
4. Approved claims are completed within 30 business days. Repair, replacement or refund. If we cannot meet that, we tell you why and give you a new date.

A warranty repair or replacement does not create a gap in your ownership record. Where a Device is replaced, your record, ownership history and transfer history move to the replacement, and the service is noted on the record so that a future buyer can see what happened and why.

The same applies to strap servicing. Removing a strap breaks the tamper circuit by design. When authorised service (the brand, its boutiques and its authorised service centres) changes the strap, it starts an authorised re-bind with a tap, you approve it in the Shado app, and Shado signs the event. The tamper and its clearance both stay in the history, so a future buyer can see it was maintenance. A strap removed with no service record is reviewed by Shado.

If Shado ceases to trade

For Provenance Editions, the registry record is covered by the continuity commitments in Shado's agreements with its brand partners. For Sentinel Editions, see clause A13.

Shado offers paid repair, module replacement and authorised re-bind after the Warranty Period ends, subject to parts availability. After the Warranty Period the tamper end-piece for the strap is a priced spare. Email support@shadosecurity.com for a quotation before sending anything. Out-of-warranty work is recorded against your provenance record on the same basis as warranty work.

Where the Edition is no longer manufactured, Shado may offer a functionally equivalent successor. Your record carries across to it.

Nothing in this section limits your rights under the Australian Consumer Law, which may entitle you to a remedy after the Warranty Period has ended.

Who gives this warranty

This warranty is given by Shado Pty Ltd (ACN 688 231 781, ABN 17 688 231 781). Email: support@shadosecurity.com. Support is by email only, answered Monday to Friday, 09:00 to 18:00 UK time.

What it covers

This is a voluntary manufacturer warranty that Shado, as manufacturer of the module, gives to the brand's customer. You buy the watch or bag from the brand or its boutique, and the brand is the manufacturer of the finished watch or bag; Shado doesn't sell to you directly. Your use of the Shado app and registry is free and is covered by the Terms and Conditions. This warranty applies to Shado Devices sold during the pilot.

• App means the Shado mobile application.
• Authorised Re-bind means the clearance of a tamper after a legitimate strap change or service: authorised service taps the item, the Owner approves in the App, and Shado signs the event. The tamper and its clearance stay in the history.
• Authorised Service means the brand, its boutiques and its authorised service centres.
• Brand Partner means a manufacturer or retailer that incorporates a Device into a Host Product and supplies that Host Product.
• Business Day means a day other than a Saturday, Sunday or public holiday in Sydney, New South Wales.
• Carrier means the mechanical assembly that mounts a Device to a Host Product, including a clasp, strap, bracelet, spring bar or mounting.
• Device means a Shado hardware product incorporating Shado electronics, together with its Carrier.
• Documentation means the user documentation, safety information and operating limits published by Shado for the relevant Edition, together with the Known Limitations published at www.shadosecurity.com/legal.
• Edition means the configured variant of the Device. Provenance Editions are passive, contain no battery and are powered by the reading phone during a tap: Heirloom (watch) and Heritage (handbag). Sentinel Editions are designed to combine secure electronics, embedded radios and a battery: Bastion (watch) and Aegis (handbag). Pilot 1 sells Provenance Editions: Heirloom (watch) and Heritage (handbag). Sentinel Editions are designed; not shipping in v1.
• Host Product means the watch or other item to which a Device is fitted.
• Normal Use means use in accordance with the Documentation, including its limits on temperature, impact, moisture and charging.
• Owner means the person registered in the App as the current holder of the Device and its record.
• Ownership Transfer means the transfer of an item's registered ownership through the App. The Owner starts the transfer and the recipient confirms it in their own App: within 10 minutes in person, or within 24 hours remotely. A 6-hour finalisation window follows, in which either party, or Shado, can freeze the transfer for review, including through a discreet "I was pressured" action in the App. There is no one-sided reversal, and the owner key rotates on transfer.
• Tamper Circuit means, on watch Editions, the two circuits in series that feed the NFC chip's tamper input: one from the module to the strap, and one from the strap to the lugs. Provenance Editions use a frangible conductor, so a strap removed and refitted between taps can't hide the removal.
• Warranty Period means the period set out in clause A3.

The Warranty Period is the same for every Edition and depends on where the watch or bag was first purchased.

Where first purchased	Warranty period	Basis
Australia	12 months from the date of first purchase	Commercial warranty against defects, in addition to your rights under the Australian Consumer Law
United Kingdom, European Union, Switzerland	24 months from the date of first purchase	Voluntary manufacturer warranty, alongside and not replacing your statutory rights against the seller

A3.1The Warranty Period runs from the date of first purchase of the watch or bag, not from registration in the App.

A3.2A defect must appear within the Warranty Period. A claim should be lodged as soon as reasonably practicable after the defect appears. A claim may be lodged after the Warranty Period ends if the defect appeared within it.

A3.3Shado may request reasonable proof of the date of first purchase.

A3.4Where consumer law grants a longer statutory period, that period applies.

A4.1Shado warrants that the Device will be free from defects in materials and workmanship under Normal Use during the Warranty Period. This includes:

• failure of NFC or cryptographic record functionality;
• failure of the Tamper Loop, its conductors or its contacts;
• in Sentinel, failure of the cellular, satellite, Bluetooth or power components; and
• manufacturing defects in the battery or power system of a Device that contains one.

A4.2Where a valid claim is made, Shado will, at its option, repair the Device using new or refurbished parts, replace the Device with a new or refurbished device of the same or a reasonably equivalent Edition, or refund the price paid for the Device where repair or replacement is not reasonably practicable.

A4.3A repaired or replacement Device is covered for the remainder of the original Warranty Period or 90 days from the date of repair or replacement, whichever is longer.

A4.4Where the Edition of a Device is no longer manufactured, Shado may supply a functionally equivalent successor Device. The Owner's record, ownership history and transfer history carry across to the successor Device.

Frangible strap end-piece

A4.5On Provenance watch Editions, the strap end-piece carries a frangible conductor designed to break when the strap is removed, so a removal can't be hidden. During the Warranty Period, Shado supplies a replacement end-piece to authorised service free of charge. After the Warranty Period it is a priced spare.

Module replacement

A4.6If a module is replaced under this warranty, the replacement is designed to carry on from the previous module's record, and Shado signs a re-anchor event, so the item's ownership and provenance history carries on unbroken.

A5.1Shado is not obliged under this warranty to remedy any defect, damage or failure to the extent it is caused by:

• use outside Normal Use;
• impact, crushing, bending, twisting or other mechanical stress;
• exposure to temperatures outside the ranges specified in the Documentation;
• exposure to liquids, humidity, chemicals, solvents, cosmetics or contaminants;
• attempts to open, modify or service the Device by anyone other than Authorised Service, except replacing the Aegis cell through its battery cover;
• use of non-approved chargers, cables, inductive pads or accessories with a rechargeable Edition;
• any attempt to charge an Edition designated as non-rechargeable;
• deliberate interference with, or an attempt to bypass, anti-tamper mechanisms;
• cosmetic wear, including scratches, dents, discolouration or marks;
• normal loss of battery capacity over time;
• network coverage, radio interference or third-party services; or
• loss or theft of the Device or the Host Product.

A5.2Charging-related exclusions apply only to Editions that contain a battery.

A5.3A recorded tamper on its own doesn't remove cover. Shado will assess whether a failure was caused by misuse, modification or servicing other than by Authorised Service. This doesn't affect your consumer guarantee rights.

A5.4Shado may decline a claim where the Device serial number, record chain or internal logs show evidence of deliberate interference, inconsistent ownership events or fraudulent activity. Where Shado declines a claim, it will give the Owner written reasons.

A6.1The Owner must use the Device in accordance with the Documentation, comply with the charging rules for the Edition, protect the Device from impact, excessive bending, liquids, chemicals and extreme temperatures, report a suspected defect within a reasonable time after becoming aware of it, not open, modify or attempt to service the Device except to replace the Aegis cell through its battery cover, and use only the App for Ownership Transfer.

A6.2Shado may decline a claim to the extent that the defect results from a failure to meet these responsibilities.

How the tamper record works

Every Edition is designed with tamper detection that the NFC chip reads at each tap. On watch Editions, two circuits in series (module to strap, and strap to lugs) feed the tamper input. Provenance Editions use a frangible conductor, so a strap removed and refitted between taps can't hide the removal.

A7.1A reported tamper blocks Ownership Transfer until a review clears it, and it shows at every tap. It never restricts the watch, the bag or the Device itself.

A7.2A tamper is cleared in one of two ways. For a legitimate strap change or service, Authorised Service taps the item, you approve the re-bind in the App and Shado signs the event. Anything with no service record is reviewed by Shado, which may rely on an authenticator on a list Shado keeps. The tamper stays in the item's history either way.

A7.3The strap is designed to remain fitted and is not user-serviceable. Removing it breaks the Tamper Circuit by design, so a buyer can tell a recorded service from an unexplained removal.

A7.4A tamper status doesn't affect your consumer guarantee rights or your statutory rights. Where a tamper is attributable to misuse, attempted theft, modification or servicing other than by Authorised Service, related failures aren't covered by this warranty.

Sentinel Editions

A8.2Device performance, including satellite accuracy, cellular connectivity, Bluetooth pairing and battery life, depends on factors outside Shado's control, including network conditions, signal obstruction, radio interference and environment.

A8.3This warranty does not represent that the Device will achieve uninterrupted connectivity, provide constant or precise location data, maintain a specific battery endurance, or operate in every environment.

A8.4This warranty does not guarantee the recovery of stolen property or any decision of an insurer, law enforcement agency, boutique or other third party.

A9.1This clause applies to Sentinel Editions only. Provenance Editions (Heirloom, Heritage) contain no battery and are powered by the reading phone during a tap. Nothing in this clause applies to them.

A9.2Bastion contains a rechargeable lithium cell and must be charged only with a Shado-approved charger. Aegis uses a user-replaceable primary (non-rechargeable) cell behind a screwed or twist cover, with no charging; replacing that cell yourself doesn't affect this warranty. Aegis tracking has a stated service life, to be published in the Battery Disclaimer once endurance is measured. Attempting to charge a non-rechargeable Edition is dangerous and is not covered by this warranty.

A9.3Lithium batteries are consumable components that lose capacity over time. Normal degradation and a spent Aegis cell are not defects. Verification, provenance and tamper checks keep working on a flat battery, because the NFC chip is powered by the reading phone.

A9.4This warranty does not cover reduced runtime or capacity as the Device ages, the effects of operation outside published temperature or charging guidelines, or damage caused by attempting to charge a non-rechargeable Edition.

A9.5Manufacturing defects in the battery or power system present from the outset of the Warranty Period may be covered, subject to investigation and confirmation by Shado.

A9.6A Device that is swollen, leaking, unusually hot or visibly damaged must not be used, charged or shipped. If there is fire, smoke or injury, call your local emergency number first: 000 (Australia), 999 (United Kingdom) or 112 (Europe). Then email support@shadosecurity.com for handling instructions. Shado doesn't operate a 24-hour emergency telephone line.

A10.1This warranty attaches to the Device. On completion of an Ownership Transfer, the remainder of the Warranty Period passes to the new Owner. Ownership Transfer does not restart the Warranty Period.

A10.2If you acquire a Device second-hand, provide proof of purchase showing the date of first purchase, such as the original receipt passed on by the seller. Shado may ask for reasonable evidence of how you acquired the Device.

A10.3Where a Device is recorded as lost or stolen, Shado may suspend a claim until that status is resolved.

A10.4Where a Device is fitted to a Host Product supplied by a Brand Partner, this warranty applies to the Device only. The Host Product is covered by the Brand Partner's own warranty and by the consumer guarantees the Brand Partner owes as supplier. Title to the Device passes to the Brand Partner before the Host Product is supplied to you, and you acquire the Device as part of the Host Product. You may lodge a claim relating to the Device with Shado directly or through the Brand Partner.

A10.5Nothing in this clause affects any right a subsequent owner has under the Australian Consumer Law.

A11.1Email support@shadosecurity.com with the Device serial number, proof of purchase showing the date of first purchase, and a description of the fault.

A11.2Shado will acknowledge the claim within 3 Business Days. Shado may request photographs, logs or remote diagnostics.

A11.3Where a physical inspection is required, Shado will provide return instructions and a prepaid return label. A Device that is swollen, leaking or visibly damaged must not be shipped. Contact Shado for special handling.

A11.4Shado will complete the repair, replacement or refund within 30 Business Days after approving the claim. If Shado cannot meet that timeframe, it will notify the Owner in writing with reasons and a revised date.

A11.5Goods 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.

A11.6The repair of the goods may result in the loss of any user-generated data stored on the Device.

A11.7Shado is not liable for delay or failure in warranty service caused by events beyond its reasonable control, including natural disasters, pandemics, government restrictions, supply chain disruption or component shortages. Shado will notify the Owner of any such delay with reasons and a revised date. This clause does not limit any right or remedy under the Australian Consumer Law.

Expenses of claiming

A11.8Shado bears the cost of the prepaid return label, the cost of returning the repaired or replacement Device, and the cost of repair, replacement or refund. The Owner bears the cost of obtaining and providing proof of purchase.

A11.9If Shado determines that a claim is not covered by this warranty, Shado may recover the reasonable cost of the return label and of returning the Device to the Owner. This applies only if Shado notified the Owner of those costs before the Device was sent.

Limitation

A12.1Subject to the mandatory notice at the top of this page, Shado's obligations under this warranty are limited to repair, replacement or refund under clause A4.

A12.2To the extent permitted by law, Shado is not liable under this warranty for loss of, theft of, or damage to a Host Product, indirect or consequential loss, loss of profit, resale value or opportunity, the cost of removing, installing or refitting a Device, or decisions made by insurers, law enforcement agencies, boutiques or other third parties.

A12.2ASubject to consumer rights that can't be excluded, Shado's total liability under this warranty won't exceed AUD 10,000 if you're a consumer in Australia, or GBP 5,000 if you're a consumer in the UK or the EU. For consumers in Switzerland, the cap will be set before the first sale in Switzerland.

A12.3Nothing in this warranty excludes, restricts or modifies any guarantee, right or remedy under the Australian Consumer Law or any other law that cannot lawfully be excluded, restricted or modified.

Known Limitations

A12.4Shado publishes a list of what the Device does not do at www.shadosecurity.com/legal. It forms part of the Documentation. Nothing in that list excludes, restricts or modifies any right or remedy that cannot lawfully be excluded.

Review of decisions

A12.5An Owner may request that a declined or disputed claim be reviewed by a senior member of Shado's support team. Shado will provide a written outcome within 10 Business Days of the request. Nothing in this clause limits the Owner's right to contact NSW Fair Trading, the Australian Competition and Consumer Commission or an equivalent authority.

Governing law

A12.6If you bought the watch or bag in Australia, this warranty is governed by the laws of New South Wales, and disputes may be brought in the courts of New South Wales, without limiting your rights under the Australian Consumer Law. If you're a consumer in the UK or the EU, this warranty is governed by the law of the country where you live and you can bring proceedings in your local courts; no exclusive New South Wales jurisdiction, class action waiver or one-year limitation period applies to you. For consumers in Switzerland, the governing law will be set before the first sale in Switzerland.

Changes

A12.7Shado may update this warranty. An updated version applies to Devices purchased after its effective date. An update does not reduce the rights granted in respect of Devices purchased earlier. Prior versions are available on request from support@shadosecurity.com.

A13.1Sentinel Editions (Bastion, Aegis) are designed; not shipping in v1. This clause applies once a Sentinel Edition is sold.

A13.2Shado will provide security updates for each Sentinel Edition, covering the Device firmware, the App and Shado's backend, for at least 5 years from the last sale of that Edition. Provenance Editions have no firmware to update; their registry record is covered by the continuity terms Shado agrees with the brand.

A13.3A statement of compliance with the UK Product Security and Telecommunications Infrastructure security requirements will accompany each Sentinel Edition made available in the UK.

A13.4To report a security vulnerability, email support@shadosecurity.com with "Security" in the subject line. The same contact is published at shadosecurity.com/.well-known/security.txt.

This page is the warranty Shado gives to owners of Shado Devices. Manufacturers and retailers that acquire Shado hardware modules for incorporation into their own products are covered by the Commercial Hardware Warranty, which is a separate warranty on separate terms. Neither varies the other.

Australia

The mandatory notice at the top of this page applies. Nothing in this warranty excludes, restricts or modifies any right or remedy under the Australian Consumer Law that cannot lawfully be excluded.

United Kingdom

If you are a consumer in the United Kingdom, this warranty does not affect your rights under the Consumer Rights Act 2015.

European Union and Switzerland

If you are a consumer in the European Union, this warranty does not affect your statutory rights under Directive (EU) 2019/771 or the national law that implements it, including the legal guarantee of conformity for a minimum of two years. Consumers in Switzerland keep their statutory rights under Swiss law.

Other jurisdictions

Where the law of your country confers non-excludable rights in relation to goods, this warranty applies in addition to those rights.

• Warrantor: Shado Pty Ltd (ACN 688 231 781, ABN 17 688 231 781)
• Email: support@shadosecurity.com
• Support hours: email only, Monday to Friday, 09:00 to 18:00 UK time
• Governing law: by region, see clause A12.6
• Effective date: Not yet in effect
• Last updated: 17 October 2026

A defect must appear within the Warranty Period. Shado responds to a claim within 3 Business Days and completes an approved claim within 30 Business Days. Shado bears return shipping on approved claims. You bear the cost of obtaining proof of purchase.