This page outlines the return and warranty policies applicable only to purchases made directly through Elspet's online store. For products purchased through third parties, return and warranty terms may differ. Due to varying legal requirements and other considerations, these policies may also vary by the country/region of purchase.
Cancellation
To cancel an order before it has been shipped, please contact our customer service team by sending an email to help@elspet.com with your order number and cancellation request. We will process your request within 8 hours of receiving your email. A refund confirmation will be sent to your email upon cancellation.
Note:
- Orders cannot be canceled once the shipping process has begun.
- Refunds will be processed following the cancellation of your order and will be returned to your original payment method.
- Els Pet is not responsible for any losses incurred due to cancellation, including but not limited to currency exchange differences and banking fees.
Returns & Exchanges
From the day of receipt, products meeting the following conditions may be returned, exchanged, or fully refunded for any reason within 90 days:
- Els Pet may be returned within ninety (90) days of receipt for a full refund. You only have to pay return shipping.
- The product packaging, accessories, freebies, and manuals are complete, undamaged by human action, and do not affect secondary sales.
- The product has non-user-induced performance malfunctions or multiple discrepancies with its description.
Customers must initiate the return process by contacting our customer service email. Once the returned product arrives back at the Elspet warehouse and is confirmed to meet the return conditions, the refund process will begin. We will cover the return shipping costs in the following scenarios:
- The product was damaged during transit, with a damage certificate issued by the logistics company.
- The received product is incorrect or significantly not as described.
Exceptions to Return
Elspet cannot offer returns in the following situations:
- Return requests are submitted more than 90 calendar days after receipt.
- The returned product does not use the original packaging or does not include all original contents such as accessories, cables, manuals, and gifts.
- Manufacturing defects or functional issues are determined by Elspet through assessment and testing to be caused by user error or unrelated to product quality.
- Unauthorized Returns: We will not reimburse any return shipping costs incurred by the customer for unauthorized returns, nor will we process a refund for the product.
- The original purchase proof is not provided, or purchase documents are forged or tampered with.
- The product or packaging was damaged in transit, but the product was not refused at receipt, and proof of damaged product (including packaging) was not provided within 3 days after receipt.
- The product was damaged post-delivery by external forces such as fire, flooding.
- Damage was due to improper installation, usage, or operation of the product as per the instructions.
Additional Return Guidelines
- Please do not send back products without our explicit confirmation.
- Returns must be completed within 7 business days from the date of successful return authorization.
- We will process the refund within 1 business day after the warehouse confirms receipt of the return. The refund is expected to be credited back to the original payment method within 1-3 business days.
Buyer’s Responsibility for Return Shipping:
- The buyer requests a return for personal reasons (no quality issues with the product).
- The returned item differs from the ordered product.
- Returned products claimed to be defective are found to be in working condition by our quality control.
- The product was damaged during the return process.
Customer's Responsibility
In case a customer desires to return items for personal reasons, such returns can be accommodated. However, the customer will bear responsibility for the following aspects:
Both shipping fees (to and from our warehouse).
5% labor commission and service charge based on the order total value.
The customer is required to provide us with the shipping tracking number and payment proof. Upon receiving this information, we will promptly process the refund. It's important to note that if the item is found to have been intentionally damaged by the customer, a refund will not be provided.
Return and refund process
1. You need to contact us via email first to let us know in advance that you want to return the product. If you return or reject the item without notifying us, we unfortunately will not allow a refund.
2. Please make sure your ELS PET bin is clean and packed carefully to avoid any damage during transportation. Packaging using virgin materials is your best and most environmentally friendly option. Once we receive the product and verify its condition, we will issue your refund within 7-10 business days.
3. If you return a used ELS PET litter box that is dirty and smelly on the inside, we will charge a cleaning fee of $80 per machine and a restocking fee of $60 per machine. A total of $140 per machine will be deducted from the original price.
4. If you return the product to our warehouse intact, a full refund will be given to you within 3-5 working days after it is verified that there are no quality problems with the product.
Note:
If the received goods are damaged or incorrect due to our fault, the consumer will not be required to cover the shipping fee for this particular reason. There will be no restocking fee charged to consumers for returning a product. All product accessories (including cat litter) in our store are not subject to returns and refunds.
Warranty
Els Pet offers warranty services on select products, with the duration and scope varying by product. For specific warranty details, please refer to the table provided on our website.
| Product | Warranty Period |
| Self Cleaning Litter Box | 12 months |
| Grooming Kit | 12 months |
| Water Fountain | 12 months |
Warranty Coverage:
- Non-human-caused damages under normal use.
- Material or workmanship defects.
Exceptions:
- Cat litter
- Products beyond the warranty period.
- Refurbished products.
- Damages due to misuse, unauthorized repairs, accidents, or natural disasters.
- Products without a valid proof of purchase.
- Repairs done by unauthorized service centers.
Warranty Process:
- Contact our customer service with your order ID and a description of the issue.
- Our team will provide preliminary advice and solutions.
- For repairs or replacements, send the product to the designated Els Pet repair center.
- The repair center will expedite the repair or replacement and return the item to you.
Elspet reserves the ultimate authority to interpret the terms of the service policy outlined herein.
