Refund policy
Refund & Returns Policy
At Smart Pet Tech, we stand firmly behind the quality, craftsmanship, and electronic integrity of our smart pet range. We offer a comprehensive return and refund framework to give you complete peace of mind.
1. 14-Day Change of Mind Return
You have 14 days from delivery to request a return if you change your mind or aren't fully satisfied.
South African customers: the item must be unused, unwashed, free of pet food or hair, and returned in its original packaging with all power adapters, cables, and manuals intact. Return courier costs are the customer's responsibility. Once our team confirms the item's condition, your refund is processed to your original payment method within 5–7 business days.
International customers: because return shipping costs can exceed the value of the item, we don't require international returns for change-of-mind requests. Instead, contact us at smartpet.tech01@gmail.com within 14 days of delivery and we'll offer either a partial refund or store credit, at our discretion.
--- EU Consumer Rights (France, Germany, Netherlands, Poland)
Under EU consumer law (Directive 2011/83/EU), EU customers have the right to withdraw from their purchase within 14 days of delivery without giving any reason. You have a further 14 days after notifying us to return the item.
To exercise this right, contact us at smartpet.tech01@gmail.com with your order number and a clear statement that you wish to withdraw. You do not need to provide a reason.
Return shipping costs are the customer's responsibility. Once we receive and inspect the item, a full refund will be issued to your original payment method within 14 days of receiving your withdrawal notice or the returned item, whichever is later.
Items must be returned in their original condition. The right of withdrawal does not apply to items that have been used or show signs of pet contact for hygiene reasons, unless there is a manufacturing defect.
2. Damaged or Defective Electronics (Warranty Coverage)
Every device is quality-checked before shipping. If your unit arrives damaged or shows a manufacturing defect, we'll fix it — no matter where you are.
Contact us at smartpet.tech01@gmail.com within 48 hours of delivery with your order number, a brief description of the fault, and a photo or short video of the issue.
For South African customers, we'll arrange complimentary courier collection. For international customers, we won't ask you to ship the faulty unit back — we'll issue a full replacement or refund based on the evidence provided, entirely at our expense.
3. Exceptions / Non-Returnable Items
For hygiene and pet safety reasons, we can't accept returns on items that have been filled with pet food or show signs of pet use (scratches, chewing, saliva), unless the item has a confirmed manufacturing defect covered under warranty.
Contact
For any question about shipping or to start a return, reach out to smartpet.tech01@gmail.com