Return & Refund Policy

Thank you for choosing Furbulous! We are dedicated to providing the best experience for you and your pets. If your experience is not as expected, please review the following warranty and return guidelines before initiating a repair, exchange, or return.  

Furbulous provides a 1-year limited warranty for all hardware appliances from the date of original purchase (2 years for EU regions).  

• Proof of Purchase: A valid order number or proof of purchase is required for all warranty claims.  

• Scope of Service: Under normal use and intended operating conditions, Furbulous will provide free repairs or replacement parts for non-human-induced functional failures within the warranty period.  

• Support Channels:

• Applicability Notice: This policy applies exclusively to products and accessories sold through official Furbulous channels. For products purchased via Furbulous-authorized third-party platforms or distributors, we provide in-warranty repair services only; please contact the original seller or distributor directly for all return or exchange requests.  

You may apply for a return within 30 days of the delivery date if you are unsatisfied with the product. To ensure hygiene and safety, refund amounts are determined based on the product condition：

• Quality Issues: You receive a 100% refund for confirmed, non-human-induced functional failures, and Furbulous covers the shipping fee.

• New & Unopened: Items with intact original packaging, all accessories included, and an unactivated unit qualify for a 100% refund with shipping covered by Furbulous.

• Used (Cleaned): Units that have been used but are returned thoroughly cleaned with no residue or odor receive a 90% refund (includes a 10% restocking fee); Furbulous covers the shipping fee.

• Used (Uncleaned): Units returned with cat litter, stains, or odors receive an 80% refund (includes a 20% restocking fee), and Furbulous covers the shipping fee.

• Missing Packaging: If the original outer box is missing, an additional 5% deduction will be applied to your refund; Furbulous covers the shipping fee.

• Missing Accessories: Deductions for missing original accessories are based on their retail price, and Furbulous covers the shipping fee.

• Returns Beyond 30 Days: For non-quality-related returns requested after 30 days but within the warranty period, a 40% depreciation fee will be deducted from the refund, and the customer is responsible for return shipping.  

• Out of Warranty: Returns and exchanges are not accepted for products past the warranty period. Furbulous may offer paid repair options or exclusive repurchase discounts.  

• Logistics Issues: For shipping damage or lost items, contact us within 72 hours of the marked delivery date with proof of purchase and photos of the damaged unit/ packaging.  

• Consumables: Items such as filters, deodorant bars, trash bags, and mats are consumables. For hygiene reasons, these items cannot be returned once opened. Only unopened consumables are eligible for return.  

• Replacement units (including refurbished or new devices) provided under the compensation mechanism shall only carry the remaining warranty period of the original product. However, if the remaining warranty of the original product is less than 30 days, the replacement unit will be granted a 30-day limited warranty starting from the date of delivery.

• Any product for which a full refund has been issued without being returned shall no longer be eligible for warranty services, regardless of whether the original warranty period has expired. 

This warranty does not cover failures or damage resulting from:  

• Normal Wear and Tear: Natural exhaustion, scratches, or aging of external surfaces (e.g., litter mat).

• Force Majeure: Damage from fire, lightning, floods, or extreme environmental conditions.

• Unauthorized Modification: Private disassembly, modification, or repairs by unauthorized third parties. Note: Tampering with the factory-sealed motor voids the warranty.

• Abuse and Misuse: Accidents, improper handling (e.g., submerging non-washable components), or use for non-intended purposes.

• Improper Operation: Failure to follow the user manual or maintenance instructions (e.g., hardware jams caused by a lack of cleaning).

• Power Issues: Connection to incorrect voltage or use of non-original power adapters.

• Counterfeit Products: Products determined by Furbulous to be counterfeit or purchased via unauthorized channels.  

1. Contact Support: Email support@furbulouspet.com with your order number, a description of the issue, and photos/videos.  

2. Guidance: Our technical team will first assist with remote troubleshooting.  

3. Shipping: Upon approval, we will provide the return address. Ensure the device is clean and securely packaged.  

4. Refund: Refunds are processed to the original payment method after the returned unit passes quality inspection.  

Furbulous reserves the right of final interpretation for the above terms. We remain committed to the "User Experience First" principle to provide the best solutions for you.