Refund policy
Introduction
Kastty provides a straightforward warranty process that is hassle-free.
This limited warranty provided by Kastty in no way affects a potential statutory warranty provided by law.
How to Easily Claim Your Warranty
Make sure your product is within the warranty period.
Make sure you have a proof of purchase (the order receipt or screenshot of the order).
Before confirming the solution with our customer support team, please save the product and do not dispose of it.
Contact our customer support team via https://kasttypets.com/pages/contact-us
Once our customer support team has received your request, please follow the customer support team's instructions to file a warranty claim or return the product.
For quality related warranty claims, please attach the model number and PN code for a quick response. The Model No. can be found on the product or the package, while the PN code can be found in the battery compartment (some feeder models) or on the product package.
Warranty Agreements
30-Day Money Back Guarantee for Any Reason
If you aren't fully satisfied with a software service, you can request a refund within 7 days of purchase.
Undamaged products may be returned for a refund for any reason within 30 days of receipt of shipment.
Returns must include the original packaging, all accessories, user manual, quick start guide, and any promotional gifts received with the order.
For non-quality related warranty claims, the buyer is responsible for shipping costs. Kastty refunds the cost of the product itself.
If the product does not meet the above requirements, we cannot process your return request.
We cannot process a refund request for non-quality issues for items that have expired this 30-day window.
Note: A few items can't be returned, including:
Clearance items
Customized items
Items marked “Non-Returnable” on the product page
Assembled or disassembled products
Products without original packaging or serious damage to the original packaging
Please note, any items returned without authorization will not qualify for a refund and will be rejected when it arrives to our returns center.
In order to quickly solve your problem, if you need to return the product within 30 days of delivery for personal reasons, please contact our support team directly.
How to Reach Us:
Product ID Required:To expedite the resolution process, please provide your product purchase ID.
Detailed Description:Share your questions and concerns in detail, and include pictures or videos if possible. This will help us understand and resolve the issue more effectively.
Preferred Contact Methods:We recommend contacting us via Email or WhatsApp for clear communication and record-keeping.
Email: support@kasttypets.com
Please do not return your item before acquiring the return merchandise authorization. Please do not return the item directly to the address according to the website or on the shipping label, which is NOT the actual return address.
The return address will be sent to you with a return sticker via Email once the return has been approved. You will receive a notification email within 3-5 working days after we receive your item(s), and when your refund is processed. The refund will be made to the account that the funds were originally drawn from.
For quality related warranty claims, please contact us for assistance.
Email: support@kasttypets.com
Warranty Coverage
Product Warranty Period
|
oduct |
Warranty Period |
|
Feeder |
12 months |
|
Fountain |
12 months |
Covered by This Warranty
For Kastty products purchased from authorized retailers listed on the official website, if performance failure occurs during the warranty period under proper use, you can contact Kastty customer support to get warranty service.
Not Covered by This Warranty
Normal wear and tear, including parts that might wear out over time (e.g. batteries, feeder rotor, desiccant bag, fountain filters, etc.).
Products purchased from unauthorized distributors and retailers.
Products without proof of purchase (the order number or screenshot of the order).
Used products sold by any seller
If the model number, PN code, or production date code has been altered, removed or made illegible.
Lost or stolen products.
Products that have expired their warranty period.
Non quality-related issues (after 30 days of purchase). The Kastty customer support team will check and confirm if your product has a quality issue.
Free products (such as giveaways).
Damages or defects caused by service or repair of the product performed by an unauthorized service provider or by anyone other than Kastty.
Damages or defects caused by accident, abuse, misuse, or improper maintenance, including but not limited to animal bites, natural disaster, transportation, or putting the product into a dishwasher without following the instructions in the user manual.
Damages or defects exceeding the cost of the product.
Damages caused by connecting to peripheral devices, additional equipment or accessories other than those recommended in the user manual.
Warranty on an item that we have provided warranty service follows the warranty period of this original defective item. We cannot provide maintenance service for items that have expired their original warranty.
Warranty Benefits
During the warranty period and subject to this warranty policy, Kastty will provide one of the following solutions to your problem, including:
1.A full or partial refund based on the actual situation.
2.Repair any defects in material or workmanship.
3.Replace the product with another product of equal value.
Special Note
Kastty reserves the right to determine if the product is defective.
Undeliverable and Refused Package: If the delivery attempt is unsuccessful for reasons such as refusal, invalid address, or lack of signature, resulting in reshipment or cancellation, you will be responsible for the additional handling and shipping fees that might occur.
For products purchased directly from an authorized retailer other than the Kastty official website, such as Amazon, the Kastty customer support team will only provide maintenance service. Contact the above mentioned platform for return and refund service.
Email: support@kasttypets.com