Refund policy

30-day money back guarantee

Return requirements

• Returns will only be accepted within 30 days of purchase. For the Luma Smart Litter Box, returns will be accepted within 90 days of purchase (see more Luma return requirements below).
• Items must be returned with original packaging, including all accessories, user manuals, and quick-start guides. Used items returned without the contents of the original packaging are not eligible for a refund.
• The buyer is responsible for all return shipping costs. Return shipping costs will be deducted from your refund.
• Petlibro will refund the product’s price at the time of purchase.
• Defective products within the warranty period are eligible for replacement or refund (see “Warranty Claim for Defective Items” below).
• Returns that do not meet the above requirements can't be processed.
• Before returning your Petlibro product, please ensure that no personal belongings are included in the package. Petlibro is not responsible for any personal items returned with the product and cannot guarantee their recovery or return.

Additional requirements for the Luma Smart Litter Box

• Returns will only be accepted within 90 days of purchase.
• You are responsible for return shipping costs. You can arrange shipping yourself, or we can provide a return shipping label, with the charge to be deducted from your refund. Return shipments outside the contiguous 48 states may incur additional shipping costs.
• Returned devices must be clean and free of litter. Products returned in an unclean state may incur a $60 cleaning fee, to be deducted from the refund amount.

Non-returnable items

• Clearance items, customized items, or items marked “non-returnable” on the product page
• Assembled or disassembled products
• Products without original packaging, original contents, or with severe damage to original packaging
• Returns received without a prior return authorization (see complete return process below)

Return process (for US addresses only)

1. Submit a return application via the Petlibro Return Center.
2. Once your return is approved, you'll receive a notification email with a Return Merchandise Authorization (RMA) number, a return label, and instructions. Please don't ship the item before receiving official authorization. Items returned without a valid RMA will be disposed of, and no refund will be issued. 
3. We have a special shipping address just for returns, which will be revealed when your return is authorized. Please use this address for returns. This is the only Petlibro address that will accept returns.
4. After Petlibro receives the returned item, you'll be notified within 3–5 business days. The refund will be processed as a store credit or credited back to your original payment account.

Warranty claim for defective items

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

Warranty claim process

1. Confirm that your product is within the eligible 24-month warranty period.
2. Make sure you have proof of purchase from an authorized seller (either the original order receipt or a clear screenshot of the order).
3. Verify that your retailer is on the authorized retailer list below.
4. Keep the product and all of its parts. Warranty claims for discarded products will not be processed.
5. Contact customer support here to arrange the return and possible refund for your Petlibro product.
6. Follow instructions from the customer support team for making a warranty claim and returning the product, if needed.
7. 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.

Authorized retailers