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.
  • Opened consumable items (e.g., waste bags) cannot be returned.

 

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.
  • Returns must include all accessories.
  • 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.

 

Shipping Costs:

  • LeloPets will cover the shipping costs for returns related to product quality issues.
  • For returns not related to product quality, the customer is responsible for the shipping costs.

 

Refund Policy

  • Refunds will be issued within 7–10 business days of LeloPets receiving the device.
  • For customers who paid with debit or credit cards, it may take up to 30 days for the refund to appear on your account.
  • If you’ve purchased your LeloPets product through a third-party retailer, you must coordinate the return directly with that retailer.

 

How to Request a Return

1. Contact Customer Support

Email us at service@lelopets.com with your order number and reason for the return.

2. Receive Return Instructions

If your product is eligible, we will provide you with a return shipping label (for quality-related returns) or instructions for self-shipping (for customer preference returns).

3. Ship the Product Back

  • The package must include all original accessories.
  • Please ensure the unit is cleaned before shipping.
  • Tracking Number Requirement: You must provide the return tracking number once shipped. This allows us to create the return order and enables the warehouse to track your package.

    • If no tracking number is provided, the warehouse may be unable to identify or process the package.

    • Unidentified packages may be disposed of, and in such cases, refunds cannot be issued.

4. Inspection & Refund

Once the product is received and inspected, we will process your refund to the original payment method within 7–10 business days.

 

🔔 Important Reminder: Tracking Number Required

Please note: All return shipments must include a tracking number.

  • Without a tracking number, our warehouse cannot identify or process the package.

  • Unidentified packages may be disposed of and refunds will not be issued.

👉 Always provide your tracking number to Customer Support after shipping your return to ensure a smooth refund process.