All our products come with a hassle-free, customer-first warranty—because we believe in making things easy for you and your pet. You can find all the details about our warranty and returns policy below. And just so you know, this limited warranty doesn’t affect any statutory warranties required by law.
30-day money back guarantee
If you bought your Petlibro product directly through any of our official websites , you can return it within 30 days for a refund.
Please note that this warranty doesn’t extend to purchases made through a third-party retailer. In that case, returns must be handled through that retailer and are subject to the retailer’s own return policies. Petlibro assumes no liability for products purchased through third parties.
Return requirements
- Returns will only be accepted within 30 days of purchase. For the Luma Smart Litter Box, returns will be accepted within 90 days of purchase (see more Luma return requirements below).
- Items must be returned with original packaging, including all accessories, user manuals, and quick-start guides. Used items returned without the contents of the original packaging are not eligible for a refund.
- The buyer is responsible for all return shipping costs. Return shipping costs will be deducted from your refund.
- Petlibro will refund the product’s price at the time of purchase.
- Defective products within the warranty period are eligible for replacement or refund (see “Warranty Claim for Defective Items” below).
- Returns that do not meet the above requirements can’t be processed.
- Before returning your Petlibro product, please ensure that no personal belongings are included in the package. Petlibro is not responsible for any personal items returned with the product and cannot guarantee their recovery or return.
Additional requirements for the Luma Smart Litter Box
- Returns will only be accepted within 90 days of purchase.
- You are responsible for return shipping costs. You can arrange shipping yourself, or we can provide a return shipping label, with the charge to be deducted from your refund. Return shipments outside the contiguous 48 states may incur additional shipping costs.
- Returned devices must be clean and free of litter. Products returned in an unclean state may incur a $60 cleaning fee, to be deducted from the refund amount.
Non-returnable items
The following items are not eligible for return:
- Clearance items, customized items, or items marked “non-returnable” on the product page
- Assembled or disassembled products
- Products without original packaging, original contents, or with severe damage to original packaging
- Returns received without a prior return authorization (see complete return process below)
Return process (for US addresses only)
For returns requested within 30 days of delivery due to non-product-related reasons:
- Submit a return application via the Petlibro Return Center.
- Once your return is approved, you’ll receive a notification email with a Return Merchandise Authorization (RMA) number, a return label, and instructions. Please don’t ship the item before receiving official authorization. Items returned without a valid RMA will be disposed of, and no refund will be issued.
- We have a special shipping address just for returns, which will be revealed when your return is authorized. Please use this address for returns. This is the only Petlibro address that will accept returns.
- After Petlibro receives the returned item, you’ll be notified within 3–5 business days. The refund will be processed as a store credit or credited back to your original payment account.