Return & Refund Policy

Introduction

• Petlibro provides a straightforward warranty process that is hassle-free.
• This limited warranty provided by Petlibro in no way affects a potential statutory warranty provided by law.

How to Easily Claim Your Warranty

1. Make sure your product is within the warranty period.
2. Make sure you have a proof of purchase (the order receipt or screenshot of the order).
3. Before confirming the solution with our customer support team, please save the product and do not dispose of it.
4. Contact our customer support team via https://petlibro.com/pages/contact-us. 
5. Once our customer support team has received your request, please follow the customer support team’s instructions to file a warranty claim or return the product.

For quality related warranty claims, please attach the model number and PN code for a quick response. The Model No. can be found on the product or the package, while the PN code can be found in the battery compartment (some feeder models) or on the product package.

Warranty Agreements

30-Day Money Back Guarantee for Any Reason

Undamaged products may be returned for a refund for any reason within 30 days of receipt of shipment.

• Returns must include the original packaging, all accessories, user manual, quick start guide, etc.
• The 30-day unconditional return and refund service for cat trees only applies to unopened and unused items. We do not accept returns for cat trees with the original packaging opened.
• For non-quality related warranty claims, the buyer is responsible for shipping costs. Petlibro refunds the cost of the product itself.
• If the product does not meet the above requirements, we cannot process your return request.

 

We cannot process a refund request for non-quality issues for items that have expired this 30-day window.

Note: A few items can’t be returned, including:

• Clearance items
• Customized items
• Items marked “Non-Returnable” on the product page
• Assembled or disassembled products
• Products without original packaging or serious damage to the original packaging
• Please note, any items returned without authorization will not qualify for a refund and will be rejected when it arrives to our returns center.

 

In order to quickly solve your problem, if you need to return the product within 30 days of delivery, you can submit a return application through the link below.

Petlibro Return Center

For returns and exchanges of cat trees, please submit a request via https://petlibro.com/pages/contact-us for assistance.

 

Once the return request is approved, you will receive a return notification email and a return sticker. Please return the item according to the return instructions in the email. Please do not return your item before acquiring the return merchandise authorization. Please do not return the item directly to the address according to the website or on the shipping label, which is NOT the actual return address.

The return address will be sent to you with a return sticker via Email once the return has been approved. You will receive a notification email within 3-5 working days after we receive your item(s), and when your refund is processed. The refund will be made to the account that the funds were originally drawn from. 

 

For quality-related issues, please see below.

Warranty Coverage

Product Warranty Period

Product	Warranty Period
Feeder	24 months
Fountain	24 months
Cat tree	24 months
Toy	24 months

 

Covered by This Warranty

For Petlibro products purchased from authorized retailers listed on the official website, if performance failure occurs during the warranty period under proper use, you can contact Petlibro customer support to get warranty service.

 

Not Covered by This Warranty

• Normal wear and tear, including parts that might wear out over time (e.g. batteries, feeder rotor, desiccant bag, fountain filters, etc.).
• Products purchased from unauthorized distributors and retailers.
• Products without proof of purchase (the order number or screenshot of the order).
• Used products sold by any seller
• If the model number, PN code, or production date code has been altered, removed or made illegible.
• Lost or stolen products.
• Products that have expired their warranty period.
• Non quality-related issues (after 30 days of purchase). The Petlibro customer support team will check and confirm if your product has a quality issue.
• Free products (such as giveaways).
• Damages or defects caused by service or repair of the product performed by an unauthorized service provider or by anyone other than Petlibro.
• Damages or defects caused by accident, abuse, misuse, or improper maintenance, including but not limited to animal bites, natural disaster, transportation, or putting the product into a dishwasher without following the instructions in the user manual.
• Damages or defects exceeding the cost of the product.
• Damages caused by connecting to peripheral devices, additional equipment or accessories other than those recommended in the user manual.
• Warranty on an item that we have provided warranty service follows the warranty period of this original defective item. We cannot provide maintenance service for items that have expired their original warranty.

Warranty Benefits

During the warranty period and subject to this warranty policy, Petlibro will provide one of the following solutions to your problem, including:

1. A full or partial refund based on the actual situation.
2. Repair any defects in material or workmanship.
3. Replace the product with another product of equal value.

Special Note

Petlibro reserves the right to determine if the product is defective.

Undeliverable and Refused Package: If the delivery attempt is unsuccessful for reasons such as refusal, invalid address, or lack of signature, resulting in reshipment or cancellation, you will be responsible for the additional handling and shipping fees that might occur.

For products purchased directly from an authorized retailer other than the Petlibro official website, such as Amazon and Chewy, the Petlibro customer support team will only provide maintenance service. Contact the above mentioned platform for return and refund service.

Authorized Retailers

Region	Official Seller
US	www.petlibro.com
UK	uk.petlibro.com
DE	de.petlibro.com
FR	fr.petlibro.com
US	www.chewy.com
US/CA/UK/DE/FR/JP	Amazon Petlibro Brand Store
US	www.bestbuy.com
US	www.target.com