Return Policy & After-Sales Service

At Animalcares, we are committed to providing quality products and dedicated support. If you are not completely satisfied with your purchase, we are here to help. Please see our returns policy below and our technical support (after-sales service).

1. Check before contacting our after-sales support

Before contacting our SUPPORT or requesting a return, we invite you to check the following points:

  1. Reread the user manual : Make sure that the incident is not due to misuse or incorrect adjustment.
  2. Clean the detection sensor : If the litter box is not working properly, check that the sensor is not clogged with dust or debris. A dirty sensor can impair the litter box's operation.
  3. Check the electrical connections : Make sure your device is properly plugged into a working outlet. Test the outlet with another device to ensure it is working.
  4. Restart the device : Unplug the device, wait a few seconds, then plug it back in to see if the problem persists.
  5. Check out our FAQ : For quick solutions, check out the "Frequently Asked Questions" section on our website.

If the incident persists after these checks, contact us.

2. AFTER-SALES SUPPORT

If your device still has an issue after these checks, our SUPPORT is here to help you:

  • SUPPORT : bonjour@animalcares.fr
  • Telephone : 01 89 70 60 62

Our support team will guide you through many issues via phone or email. If the issue cannot be resolved remotely, we will arrange for a return call for assistance.

3. Procedure for returning equipment for repair

If your device requires repair, you may need to return it to our SUPPORT for evaluation and repair. Here's how to do it:

  1. Do not return your product to your distributor . The return must be made directly to our SUPPORT.




  1. Return address :

2 Av. du Général de Gaulle,

91290, Arpajon , France


  1. Packaging : Make sure your product is well packaged and protected to avoid damage during transport. Animalcares cannot be held responsible for damages occurring during shipping.
  2. Documents to be attached to the package :
    • Proof of purchase showing the date of purchase (receipt or invoice).
    • Detailed explanations of the malfunctions observed.
    • Mailing address for returning equipment.
    • Telephone and email contact details.

If the breakdown is the result of misuse or other excluded causes, you will receive a quote for the repair before any work is carried out. You can decide whether to have the device repaired or to return it as is.

4. Return and Exchange Process

If you experience an issue with your product or if service is required, you can submit a return or exchange request within 30 days of receiving your order. Here are the steps to follow:

  1. Return Request: Contact our SUPPORT at bonjour@animalcares.fr with your order number and a description of the incident, accompanied, if possible, by photos or videos of the item. Our SUPPORT will respond to you within 7 business days.
  2. Returning the item: Once your request has been validated, we will send you a return label by email. The item must be returned in its original packaging, with a tracking number.
  3. Inspection and processing: Upon receipt of the item by our SUPPORT, it will be inspected. The return or exchange will be processed within 14 to 21 business days.

Items not eligible for return:

  • Sale items or gift cards.
  • Products damaged by misuse.

5. Return costs

Return shipping costs are the responsibility of the customer, except in the case of a manufacturing defect covered by the warranty.

6. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be issued to your original payment method within 7 business days. Please note that the initial shipping charge is non-refundable.