Warranty

Intro
PETOPIA provides a straightforward warranty that is processed in the most hassle-free way possible. From the date of purchase, the main part of the product can enjoy a one-year warranty service, and the accessories can enjoy the warranty service for once during the warranty period. Product failures due to accidental damage, unauthorized repairs, improper storage and other man-made damage are not covered by the warranty.

Please refer to the chart below for the warranty timelines of various products, as warranty periods differ according to models.

 

Item Warranty Period (Months)
Beard Trimmer 12
Nose Hair Trimmer 12
Hair Clipper 12
Brush 12
Flat Iron 12
Curling Iron 12
Replacement Head 6

 

30-Day Money-Back Guarantee for Any Reason
Please email support@petopiaaa.com for a return authorization with the order number before sending the item back for a refund or exchange.
Undamaged products may be returned for a full refund for any reason within 30 days of the date of purchase. Once the returned item arrives back in PETOPIA’s warehouse for inspection, the refund process will begin.

  • Returns must include all accessories
  • Items must include original packaging
  • For non-quality related warranty claims, buyer is responsible for shipping costs
  • For non-quality related warranty claims, PETOPIA refunds the cost of the product itself
  • Returns may be rejected if items do not meet the above requirements
  • After we receive the product and confirm that there is no problem, the payment will be returned to your account within 7 days.
  • The return address will be sent to your email when the refund process begins.



Refund requests for the 30-day money back guarantee expire 30 days after opening a warranty claim. It is not possible to process a request for a refund for non-quality issues for items that have expired this 30-day window. For purchases not made directly through PETOPIA’s online stores, please contact retailers for refunds. For quality-related issues, please see below.


Warranty Claims for Quality-Related Issues

All quality-related defects on items sold directly by PETOPIA resellers are covered by an extensive warranty, starting from the date of purchase (see top of page for your product’s warranty timeline).

PETOPIA's limited warranty is restricted to the country of purchase. The limited warranty is void on items taken outside the country they were originally bought in or shipped to directly from an authorized online purchase.


For quality-related warranty claims, items will be replaced with a factory refurbished model of equal value when available, otherwise a new item will be sent. In situations where a replacement is not an available or preferred option, PETOPIA will offer a partial refund according to the usage time of the device.

Warranties on all replacements follow the same warranty time frame of the original defective item, or 3 months after being replaced, whichever is longer. Warranties on products are void after having been fully refunded.


Process:

Buyer must provide sufficient proof of purchase
PETOPIA must document what happens when buyers troubleshoot the product
The defective item’s serial number and/or visible proof depicting the defect are required
It may be necessary to return an item for quality inspection
For defective items that PETOPIA needs to have returned, warranties on those replacements are voided if the wrong item is returned to PETOPIA or if the defective item is not returned.


Valid proof of purchase:

Order number from online purchases made through PETOPIA or PETOPIA's authorized resellers
Sales invoice
Dated sales receipt from an authorized SUPRENTreseller that shows a description of the product along with its price

Please note that more than one type of proof of purchase may be required to process a warranty claim (such as receipt of money transfer and confirmation of address item was originally shipped to).


Not Covered Under Warranty:

Products without sufficient proof of purchase
Lost or stolen products
Items that have expired their warranty period
Non quality-related issues (after 30 days of purchase)
Free products
Repairs through 3rd parties
Damage from outside sources
Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, operating devices improperly)
Purchases from unauthorized resellers



How long does it take for my return request to be processed?

We appreciate your patience as we process your refund or exchange request. We generally ship within 3 business days of receiving the returned item. As for the refund, please allow 5-10 working days for the payment to appear on your account. You may contact us at any time for the latest processing status.