Return&refund Policy

At LeloPets, we want you and your pets to be happy with every purchase! If you are not satisfied with your product, please review our return and refund policy below.

Return Policy

  • Eligibility:
    • Returns must be initiated within 30 days from the date of delivery.
    • The product must be in original condition with all packaging, components, and accessories included.
    • Cat litter is not eligible for returns or refunds.
    • We do not accept returns on opened consumable items (e.g., cat litter bags).
  • Non-Returnable Items:
    • Products damaged due to misuse or accidents.
    • Custom or special orders.
  • 30-Day Money-Back Guarantee

You may return your units within 30 days for any reason, and only the return shipping costs will be your responsibility.

Return shipping from areas beyond the contiguous 48 states may result in additional shipping charges.

Cat litter is not eligible for returns or refunds.

Returns must include all accessories.

Lelo Pets will bear the shipping costs for product quality problems. Customers will need to pay for shipping on returns unrelated to product quality.

All products should be cleaned prior to return. Units returned in unclean conditions may be charged a $50 cleaning fee deducted from your refund.

Returns may be rejected if the product does not meet the above requirements.

Refunds will be issued within 7–10 business days of Lelo Pets receiving the device. For customers who paid with debit or credit cards, it may take up to 30 days for the refunds to be processed.

If you’ve purchased your Lelo pets product through a third-party retailer, you must coordinate the return directly with that retailer.

How to Request a Return

  1. Contact our Customer Support at service@lelopets.com with your order number and reason for the return.
  2. We will provide you with a return shipping label if the product is eligible for return.
  3. Once the product is received and inspected, a refund will be processed to your original payment method within 7-10 business days.
  • Return Shipping Costs:If the return is due to product defects or shipping damage, LeloPets will cover the return shipping costs.
    • If the return is due to customer preference or incorrect orders, the customer is responsible for return shipping fees.

Refunds

  • Refunds will be processed after the returned item is inspected and approved.
  • Please allow 7-10 business days for the refund to reflect on your account.