Refund policy

Pet IQ – Returns & Warranty Policy

Returns We want you to be completely happy with your purchase. If you're not satisfied, we accept returns within 30 days of delivery, provided items are unused, in their original packaging, and in resalable condition.

To initiate a return, please contact us at [your email address] with your order number and reason for return. Once approved, we'll provide return instructions. Return shipping costs are the responsibility of the customer unless the item is faulty or incorrectly sent.

Consumable items — including Smart Loo Rubbish Bags, Pet Odour Eliminator, and Water Fountain Filters — are non-returnable once opened.

Warranty The Pet IQ SmartLoo and Pet IQ Smart Feeder are covered by a [12]-month warranty against manufacturing defects from the date of purchase. This warranty does not cover damage caused by misuse, accidents, or failure to follow setup instructions.

To make a warranty claim, contact us at [your email address] with your order number and a description of the issue. We'll assess the claim and, where applicable, arrange a repair, replacement, or refund.

The Pet IQ Water Fountain and AirTag Cat Collar carry a [6]-month warranty against manufacturing defects.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@petiq.co.nz.