All our products come with a worry-free, customer-first warranty — because we believe in making things easy for you and your pet. Below, you’ll find all the details about our warranty and return policy. As you’re aware, this limited warranty does not affect any statutory warranties required by law.

30-Day Money-Back Guarantee

If you purchased a Petaura product directly through any of our official websites (petauratech.com), you may return it within 30 days for a refund.Please note that this warranty does not apply to items purchased through third-party retailers. In such cases, returns must be handled through that retailer and are subject to the retailer’s own return policy. Petaura assumes no responsibility for products purchased via third parties.

Return Requirements (For Product-Related Issues)

• Returns are accepted only within 30 days of purchase.
• Items must be returned in their original packaging, including all accessories, user manuals, and quick-start guides. Used items returned without original packaging contents are not eligible for a refund.
• The buyer is responsible for all return shipping costs. Return shipping must be prepaid.
• Petaura will refund the product price at the time of purchase.
• Defective products within the warranty period are eligible for replacement or refund (see “Warranty Claims for Defective Items” below).
• Returns that do not meet the above requirements cannot be processed.

Non-Returnable Items

The following items are not eligible for return:

• Clearance items, custom products, or items marked “Non-Returnable” on the product page
• Products that have been assembled or disassembled
• Items without original packaging, original contents, or with severely damaged original packaging
• Returns received without prior return authorization (see full return process below)

Return Process (For US Addresses Only)

To request a return within 30 days of delivery for non-product-related reasons:

1. Submit a return request through the Petaura Returns Center.
2. Once approved, you will receive a return notification email containing a return label and instructions. Do not ship your return until you receive official return label authorization.
3. We have a special shipping address dedicated to returns, which will be provided once your return is authorized. Please use this address for returns. This is the only Petaura address that accepts returns.
4. Once Petaura receives the returned item, you will be notified within 3–5 business days. Refunds will be processed as store credit or returned to your original payment account.

Warranty Claims for Defective Items

All Petaura products come with a 24-month warranty. If your Petaura product is defective or stops working properly within the warranty period (and meets the requirements of this policy), we will do one of the following: (1) replace the damaged parts, (2) replace the product with one of equal value, or (3) issue a full or partial refund. In all cases, Petaura reserves the right to determine whether a product is defective and meets the requirements of this policy.

Warranty Exclusions

• Products outside the warranty period*
• Normal wear and tear, including parts that may wear out over time (e.g., batteries, feed rotors, desiccant bags, fountain filters, and place mats)
• Products purchased from unauthorized distributors and retailers
• Products without proof of purchase (e.g., order number or order screenshot)
• Used or refurbished products purchased from any seller
• Products with altered, removed, or illegible model numbers, PN codes, or production date codes
• Lost or stolen products
• Issues unrelated to quality (after 30 days from purchase)
• Free products (e.g., giveaways)
• Damage or defects resulting from service or repair of the product by unauthorized service providers or anyone other than Petaura
• Damage or defects caused by accidents, abuse, misuse, or improper maintenance, including but not limited to animal bites, natural disasters, transportation, or placing the product in a dishwasher contrary to the instructions in the user manual
• Damage or defects exceeding the cost of the product
• Damage caused by connecting the product to peripherals, add-ons, or accessories not recommended in the user manual
• Products taken or shipped outside the country of original purchase; Petlibro’s limited warranty is valid only 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 do not provide maintenance services for items past their original warranty period.

Warranty Claim Process

1. Confirm that your product is within the eligible 24-month warranty period.
2. Ensure you have proof of purchase from an authorized seller (original order receipt or a clear screenshot of the order).
3. Verify that your retailer is included in the list of authorized retailers below.
4. Keep the product and all its parts. Warranty claims for discarded products will not be processed.
5. Contact customer support here to arrange the return and potential refund of your Petaura product.
6. If required, follow the instructions from the customer support team to file a warranty claim and return the product.
7. If a product or part replacement is authorized, Petaura will ship it to you free of charge. If our replacement attempt is unsuccessful due to refusal, invalid address, missing signature, etc., resulting in reshipment or cancellation, you will be responsible for any additional handling and shipping fees that may arise.