Warranty claim for defective items
All Petlibro products are covered by a 24-month warranty. If your Petlibro product is defective or stops working correctly within the warranty period (and meets the requirements of this policy), we will do one of the following for you: (1) replace damaged parts, (2) replace with a product of equal value, or (3) issue a full or partial refund. In all cases, Petlibro reserves the right to determine if the product is defective and meets the requirements of this policy.
Warranty exclusions
- Products outside the warranty period*
- Normal wear and tear, including parts that might wear out over time (e.g., batteries, feeder rotor, desiccant bags, fountain filters, and placemats)
- Products purchased from unauthorized distributors and retailers
- Products without proof of purchase (e.g., order number or order screenshot)
- Used or second-hand products purchased from any seller
- Products with altered, removed, or illegible model numbers, PN codes, or production date codes
- Lost or stolen products
- Non-quality-related issues (after 30 days of purchase)
- Free products (such as giveaways)
- Damage or defects caused by service or repair of the product performed by an unauthorized service provider or anyone other than Petlibro
- Damage or defects caused by accident, abuse, misuse, or improper maintenance, including but not limited to animal bites, natural disasters, transportation, or putting the product into a dishwasher without following the instructions in the user manual
- Damage or defects exceeding the cost of the product
- Damage caused by connecting to the product to peripheral devices, additional equipment, or accessories other than those recommended in the user manual
- Products taken or transported outside the original country of purchase; Petlibro’s limited warranty is only valid in the country where the product was originally purchased
*If we replace a product or its parts, the original warranty period will continue to apply. We don’t provide maintenance service for items that have expired their original warranty.
Warranty claim process
- Confirm that your product is within the eligible 24-month warranty period.
- Make sure you have proof of purchase from an authorized seller (either the original order receipt or a clear screenshot of the order).
- Verify that your retailer is on the authorized retailer list below.
- Keep the product and all of its parts. Warranty claims for discarded products will not be processed.
- Contact customer support here to arrange the return and possible refund for your Petlibro product.
- Follow instructions from the customer support team for making a warranty claim and returning the product, if needed.
- If a replacement product or part is authorized, Petlibro will ship these to you at no cost. If our replacement delivery attempt is unsuccessful and results in reshipment or cancellation for reasons such as refusal, invalid address, or lack of signature, you will be responsible for any additional handling and shipping fees that may occur.