Returns & warranty
30 days to change your mind, free return shipping and two years of warranty. Here is exactly how it works.
Before you send anything back
Most returns that reach us are not faulty products. By far the most common is a FurVac that seems to have lost power â which is nearly always a clogged filter, fixed in five minutes at your kitchen tap.
Send us a message first. If it is something we can solve, you keep the product and we both save the trip. If it is not, we will start the return for you on the spot.
FurVac lost suction â  · Fountain trouble â  · Feeder not feeding â
Sending something back
Everything runs through our return portal. You do not need an account and you do not need to print anything before you start.
Open the return portal
Enter your order number and the email address you ordered with. That is all it needs.
Pick what you are sending back and why
Be honest about the reason â it is how we find out which products need fixing.
Print the label and hand it in
You get a prepaid return label by email. Drop the parcel at a pickup point. Return shipping is on us.
We refund you
As soon as your return arrives and is checked, usually within a few working days, back to your original payment method.
Ready to start a return?
Order number and email address, and you are three clicks from a label.
Open the return portal â30 days from delivery. Unused and in the original packaging, except for the FurVac â there you get 30 days to see whether your pet accepts it, used or not.
Two years on every SmartPaw device
In line with Belgian and EU consumer law, counted from the day your order is delivered.
Covered
- A motor or pump that fails
- Electronics that stop working
- A device that arrives faulty
- Material defects that show up in normal use
Not covered
Wear parts. Filters, desiccant bags and backup batteries are meant to be replaced. That is not a defect.
Damage from use. A dropped device, a pump that ran dry, wet food in a feeder, a chewed cable.
In almost all of these cases we can still sell you the part you need, which is quicker and cheaper than replacing the whole thing.
Message us with your order number
Add a photo or a short video of the problem. It saves a round of questions.
We work out what it is
Often we can spot from the photo whether it is a defect or something fixable.
Repair, replacement or refund
Whichever gets you working again fastest.
Spare parts
A worn part is not a broken product. These four cover the vast majority of what goes wrong, and they all fit in minutes without tools.
FurVac filter
The answer to nearly every case of lost suction. Two per pack, about six months of normal use. âŹ10,00
View âFountain pump
The only part of a fountain that truly wears out. A five-minute swap. From âŹ11,00
View âFountain filters
Every two weeks, per model. Order a couple of packs and skip the shipping. From âŹ11,99
View âDesiccant bags
Keeps kibble crunchy in your feeder. Replace monthly. âŹ11,00
View âQuestions about returns and warranty
How long do I have to return something?
30 days from the day your order is delivered. Start the return through the portal within those 30 days and you are fine, even if the parcel reaches us a few days later.
Who pays for the return shipping?
We do. Free returns, no conditions.
Does it have to be unused?
For a straight change of mind, yes â unused and in its original packaging. For the FurVac there is an exception: you get 30 days to see whether your pet accepts it, so it may have been used.
When do I get my money back?
We refund as soon as your return arrives and has been checked, usually within a few working days. By law it is at most 14 days after we receive it. The money goes back to the payment method you used.
What does the warranty cover?
Manufacturing and material defects: a motor that fails, a pump that stops working, electronics that die. Two years from the date of delivery.
And what does it not cover?
Parts that are meant to wear out and be replaced â filters, desiccant bags, backup batteries. Also damage from dropping, from wet food in a feeder, from running a pump dry, or from a chewed cable. That is not a defect, but we can almost always sell you the part.
Do I need my receipt?
Your order number is enough. We can find everything from that.
My product broke after two years
Message us anyway. Depending on what it is, a replacement part is often cheap and easy to fit â a fountain pump or a FurVac filter costs a fraction of a new device.
Talk to us
Not sure whether something falls under warranty? Send a photo and your order number and we will tell you straight.
