Litter Robot Warranty and Returns

Subject to the terms and conditions set out below, the distributor, Urban Pet Products Pty Ltd, and its subsidiary Cat Evolution, agree to repair or replace the Product which it supplied to you at its own cost, in circumstances where the Product does not perform in accordance with Cat Evolution specifications during:

  • The minimum warranty period of 12 months; or
  • The stated Product warranty period if longer than 12 months, commencing on the date of delivery of the Product. Where there is no proof of delivery, this date will be assumed to be 3 business days from the date of dispatch of the Product.

Warranties of Litter Robot Products do not apply:

  • To consumable parts, such as batteries or protective coatings that are designed to diminish over time, unless failure has occurred due to a defect in materials or workmanship;
  • To cosmetic damage, to boxes, packaging or exterior surfaces (including during transit);
  • To damage caused by use with another product;
  • To damage caused by accident, abuse, misuse, liquid contact, fire, earthquake or other external cause;
  • To damage caused by operating the Product outside any guidelines published for use;
  • To damage caused by service (including upgrades and expansions) performed by anyone who is not a representative of Urban Pet Products Pty Ltd or Lucky Pet Supplies;
  • To a Product that has been modified to alter functionality or capability without the written permission of Urban Pet Products Pty Ltd, including but not limited to installation of custom firmware or other software;
  • To defects caused by normal wear and tear or otherwise due to the normal ageing of the Product,
  • If any serial number has been removed or defaced from the Product,
  • Where proof of purchase (invoice or paid Order confirmation) cannot be provided.

To the full extent permitted by law:

  • Cat Evolution and Lucky Pet Supplies aggregate liability in respect of all claims under the Warranty shall not exceed the original purchase price of the Product or, at Cat Evolution's option, replacement of the Product with a like or similar Product.
  • Cat Evolution and Lucky Pet Supplies excludes all other warranties, conditions, terms, representations and undertakings whether express or implied.
  • If we agree that the Products are faulty, we will repair, replace or refund the Products as we choose.

Returning Products

These provisions apply in the event that you wish to return any Products to us for any reason:

  • You must tell us by email message to hello@luckypet.com.au that you would like to return the Product, specifying exactly what Products, when purchased, and giving full details of the defect or other reason for return. We will then issue a returns note. Do not return products without this.

So far as possible, Products should be returned:

  • With both Products and all packaging as far as possible in their original condition;
  • Securely packaged;
  • Including our delivery slip;
  • At your risk and cost.
  • By courier to the address provided after the return is approved by Lucky Pet Supplies and cat Evolution. Courier costs for Change of Mind returns are non-refundable.

We recommend that you keep your original Product packaging during the 90 Days return period. In the unlikely event that you require a warranty repair and you do not have the original packaging, you will bear the responsibility for safely packaging your Product for transport. Lucky Pet Supplies and Cat Evolution accepts no liability for any damage that may occur in transit.

The Customer is responsible to inspect all goods received upon arrival. In instances where goods have been damaged in transit, the Customer must report this to Lucky Pet Supplies within 3 days of receipt of the Product. Failure to report physical damage on arrival or within 3 days of receipt may result in denial of warranty for physical damage.

Where Products are already faulty or damaged upon delivery, photographic evidence of the damage must be submitted to hello@luckypet.com.au before the Product will be repaired or replaced in accordance with these terms.

Litter Robot products that are returned as a Change of Mind (for any reason, even within the 90-day change of mind period) incur a 10% Merchant fee for all forms of payment as this is non-refundable to us, therefore we have to pass it on.

Cat Evolution/Litter Robot Premium Clumping Cat Litter is exempt from being returned.

Returning the Litter Robot during the 90-Day return period

For most cats, especially if they are good with using a manual litter tray, the Litter-Robot is a welcome addition to the home. Everyone loves a clean litter tray, and once your cat or cats understand, they usually adapt quickly to the new lifestyle, and appreciate having an automatic litter tray.

If your cat/cats are good with a litter tray, and you follow our suggestions, we generally have a 99% success rate. Sometimes it takes longer than expected, with multi-cat households often finding an unexpected hierarchy affecting how quickly all the cats transition to the new lifestyle. Patience, and allowing each cat to transition at its own pace, is worth the outcome of not having to manually scoop your litter tray (or trays).

However, if for some reason transition is not successful, or you find the Robot is not suitable,  you have peace of mind that you can return the Litter-Robot for a refund, with the 90-day guarantee. 

Please get in touch with us at Lucky Pet if you want to return your Litter Robot. Do not return it without notifying us first.

Simply put, you need to return the Robot in the original box and all packing materials, cleaned and in good condition, including all paperwork (manuals) and power supply, to our NSW workshop for checking. The cost to ship is paid by the returner, with a courier needed for returns (the Robot is too large to ship for Australia Post).   

Once received, and checked, the purchase price will be refunded, less shipping if applicable, and 10% merchant fees (bank/Paypal/Afterpay/Zippay), and any damages (if noted and needing attention).

It's disappointing if the Litter-Robot is not the success that was hoped for, but cats are cats, and sometimes, it's not a good fit for the particular home. We understand, as cat owners, and work to ensure the process is as smooth as possible.

During the 90-Day period, please retain all packaging materials including the inner protection, and ensure it all remains in as-new condition. The main consideration for customers to keep the box, which is custom-made for the Litter-Robot. The original box ensures the Robot travels safe, and can be resold as second-hand. The box (including the inserts) folds flat for storage. If not retained, the return process is more difficult to complete smoothly, and the cost of a new box is minused from any refund.

We strongly recommend NOT to use scented litters in the Robot. Scented litter is concentrated in the globe, possibly discouraging cats from transitioning, and can permeate the heavy-duty PVC liner, necessitating replacement at returner cost. Scented litters also affect the carbon filter badly, necessitating more frequent replacement.

A thorough deep clean with wash of the globe, as demonstrated in the manufacturer's video, ensures the Robot is ready to ship back.

https://www.youtube.com/watch?v=Am3-zpylNdw

A quick check that everything is in the Box before returning:

  • Clean and dry Litter Robot, including step mat, tray with filter, base, globe and bonnet, and power supply
  • Litter Robot box and all packaging materials
  • Manual booklet
  • Quick Reference Guide (colourful card)
  • Startup guide

We can arrange the courier for return, or can provide return address. The return cost is nonrefundable.

Uncollected and Return to Sender

Lucky Pet will send tracking details as soon as order have been dispatched. Please check all email, including junk/spam to ensure you follow the tracking. We suggest that you add us to your contacts list as you will be receiving a series of emails after your purchase with complete instructions to make life easier and the transition to your new Litter Robot as smooth as possible! While we include your delivery instructions to the courier, "including authority to leave", it is at the discretion of the individual courier if they feel it safe or within reason to leave the parcel. Please note that if your address is an apartment, couriers may not feel it suitable to leave your parcel.

Please ensure you are available to take delivery, or make suitable secure arrangements, as this is a very important parcel for you and your cat(s)!

Note: Unfortunately, if you are unable to take delivery, re-delivery will need to be arranged, and may incur additional costs. It also requires more resources to get you your product, so please do your best to ensure someone is able to take delivery.