How can I return my Luma Smart Litter Box?

 

We want to ensure a fair and hygienic return process for all customers. Please review our policy and follow the steps below to initiate a return.

 

1. Return Eligibility Requirements

 

Your return must meet the following conditions to be accepted:

  • Return Window: The return must be requested within 90 days from the date of purchase.
  • Original Packaging: Items must be returned in the original packaging, including all accessories, user manuals, and quick-start guides.
  • Product Condition: Returned products must be clean, free of litter, and undamaged. Units returned in an unclean state will be subject to a $50 cleaning fee, deducted from your refund.

 

2. How to Initiate a Return

 

To ensure your return is processed correctly, please follow these steps:

 

Step 1: Obtain an RMA Number

  • Submit a return application through the Petlibro Return Center. You will receive a Return Merchandise Authorization (RMA) number.
  • Important: Returns without a valid RMA number will not be accepted. For hygiene reasons, these items will be disposed of upon receipt, and no refund will be issued.

 

Step 2: Prepare Your Item for Shipping

  • Carefully package the Luma Smart Litter Box in its original packaging with all included items.
  • Please ensure the unit is thoroughly cleaned and free of any litter residue to avoid the $60 cleaning fee.

 

Step 3: Receive Your Refund

  • Once we receive your returned unit and verify it meets all requirements, we will process your refund to the original payment method within 7-10 business days.
  • Please note that it may then take your bank or credit card company up to 30 days to post the refund to your account.

 

Costs & Refund Amount

  • For returns not related to product quality issues, the customer is responsible for the return shipping costs.
  • The refund will cover the product cost, minus any applicable fees (such as the cleaning fee). Original shipping fees are non-refundable.

 

For any questions, please contact our customer support team.

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