CUSTOMER SERVICE & RETURNS
Last updated: February 01, 2026
At ANIMALCARES, we are committed to offering the highest quality products and exceptional dedicated SUPPORT to serve you. We are always a call away: 09 70 70 32 80 or bonjour@animalcares.fr
Please see our policy below for returns and our SUPPORT (After-Sales Service).
1. SCOPE OF APPLICATION
These conditions apply exclusively to purchases made on the ANIMALCARES.FR website.
They do not concern purchases made on third-party marketplaces.
LEGAL WARRANTY - AFTER-SALES SERVICE
2. WARRANTY
The consumer benefits from the legal guarantee of conformity provided for in articles L.217-3 et seq. of the Consumer Code, as well as the guarantee against hidden defects provided for in articles 1641 to 1649 of the Civil Code.
Under the legal guarantee of conformity, the consumer has a period of two years from the delivery of the goods to act. They may request the repair or replacement of the product, subject to the cost conditions provided for in article L.217-12 of the Consumer Code.
The consumer is exempt from providing proof of the existence of the lack of conformity during the twenty-four months following the delivery of the goods.
The legal guarantee of conformity applies independently of any commercial guarantee that may be granted.
Under the guarantee against hidden defects, the consumer can choose between rescinding the sale or a reduction in the price in accordance with article 1644 of the Civil Code.
The action must be brought within two years of the discovery of the defect.
These guarantees apply within the framework of normal use of the product in accordance with its intended purpose and its user manual.
3. AFTER-SALES SERVICE SUPPORT
Before contacting our support service, a few simple checks can, in most cases, immediately optimize the operation.
We are always a call away to help you.
For any after-sales service request, the customer agrees to carry out the guided checks (checklist + video):
-> Video to jointly check, in vivo, the use of the LALAHOME.
Based on these exchanges, we adapt our responses and our support.
Please note that each cat is unique, and external factors such as their diet, hydration level can influence overall hygiene and odors, and even the individual sensitivity of each cat; it is therefore recommended to adjust the settings and maintenance of your LALAHOME according to your actual situation to obtain your optimal result.
Your LALAHOME:
The LALAHOME works exclusively with gray, highly clumping sodium bentonite clay litter. This type of litter is essential to ensure efficient collection, help reduce odors, and ensure the proper functioning of the sensors.
To reset the presence sensors, the scale, and the waste drawer flap, remove the litter, leave the litter drawer empty, then unplug the device for a few moments before plugging it back in. This operation allows you to restart the factory settings.
We then invite you to carry out the following checks:
- Install the LALAHOME on a perfectly stable and flat floor, without tilting or
movement.
- Use only quality gray bentonite litter, capable of forming compact and solid clumps.
- Check that the litter drawer is correctly inserted and fully engaged using the handle located at the base.
- Ensure that the waste bag is properly secured in the waste drawer to ensure optimal odor management.
- Check that the waste drawer is perfectly positioned and fully engaged.
- Check that the litter level reaches the mark indicated in the drawer provided for this purpose.
- Adjust the number of cleaning cycles in the application according to actual use to optimize bag change notifications.
- Adjust the clumping time in the application to allow the litter to harden properly before the rake passes.
- Adjust the sterilization and ozonation times in the application as needed.
Assistance and commercial warranty cover malfunctions occurring under normal conditions of use and in accordance with the instructions. Malfunctions, clogging, blockages, weighing errors, evacuation problems or olfactory nuisances resulting from improper use, lack of maintenance or the use of litter that does not meet the required specifications (gray, highly clumping bentonite) are not covered. This clause does not affect the application of legal guarantees of conformity and hidden defects, in accordance with the provisions of the Consumer Code.
*Misuse: use not in accordance with the instructions (unstable ground, improperly engaged drawers, absence of bag, poor rake attachment, non-clumping/non-LALAHOME gray bentonite litter, exceeding the level, inappropriate settings, lack of maintenance), or any external element that caused the malfunction.
RETURN - RIGHT OF WITHDRAWAL
4. RIGHT OF WITHDRAWAL PERIOD
In accordance with current legislation, the customer has a strict period of 14 calendar days from the receipt of the product to exercise their right of withdrawal.
Any request made beyond this period cannot be accepted.
5. RETURN REQUEST PROCEDURE (MANDATORY)
Before any return, the customer must contact our SUPPORT (bonjour@animalcares.fr):
1. Contact our SUPPORT by email,
2. Indicate the order number
3. Specify the reason for the return,
4. Wait for validation and return instructions.
Any package returned without prior request will take longer to process.
6. RETURN CONDITIONS AND COSTS
1. The product must be returned within a maximum of 14 days after notification.
2. The return transport remains the customer's responsibility until receipt.
3. Return costs are entirely borne by the customer in the event of a withdrawal.
4. Initial shipping costs (outbound shipment) are not refunded.
LALAHOME automatic litter box
- Return method of your choice: the Customer freely chooses their carrier and organizes the shipment or, at your request, a return flat rate of €69 including VAT (DPD transport) and drops off the package at a DPD agency.
Other products
- For any product return other than LALAHOME, the Customer freely chooses their carrier and organizes the shipment at their own expense to the address provided. The return is carried out under the responsibility of the Customer until receipt by the company.
7. RETURN ACCEPTANCE CONDITIONS
LALAHOME automatic litter box
The product must be returned:
- complete,
- emptied, clean and sanitized,
- free of litter residue, odors or dirt,
- with all accessories listed below,
- in its original box, with all internal protections.
- No colored tape
Exhaustive list of required accessories
The package must imperatively contain:
- Charger / Complete automatic litter box / Roll of bags / Scraper / Waste drawer / Step / Litter drawer / User manual / Quick guide
- Original box + complete internal protections
Any missing item may result in a deduction or refusal of refund.
Other products
The product must be returned:
- Be new, unused, unassembled, not put into service
- Be returned in its original intact packaging
- Contain all accessories, instructions, parts and protections
- Show no signs of use, dirt, assembly or odor
- Be properly packed for return transport
Food products:
- Strictly unopened
- In their original sealed packaging
- Undamaged
- Not exposed to uncontrolled storage conditions
- Be returned in its original intact packaging, no colored tape
8. DEPRECIATION DEDUCTION (MANDATORY)
In accordance with the Consumer Code, the Customer may be held responsible for the depreciation of the product resulting from handling other than that necessary to establish the nature, characteristics, and proper functioning of the product.
The product must be handled only as it would be in a store, without installation or prolonged use.
When the returned product shows signs of use, installation, deterioration, or is no longer in a condition allowing it to be resold as new, a deduction corresponding to the actual loss of value of the product will be applied after quality control.
This deduction is not a penalty but corresponds exclusively to the costs necessary for restoration, reconditioning, or the impossibility of marketing the product as new.
Depreciation scale applied after control, capped at the actual cost of restoration / loss of value:
- Product opened, unused, complete, almost new condition, packaging and protections like new: 0%
- Product handled with altered packaging: 10%
- Product used briefly, perfectly cleaned: 20 to 40%
- Product used with visible traces of use: 50 to 60%
- Product heavily used, persistent odors, insufficient cleaning: up to 80%
- Incomplete, dirty or non-compliant product: refund refused
Indicative scale applied based on objective proof upon receipt. The report is available upon request.
9. CONTROL AND REFUND
- The refund is made after receipt and complete inspection of the product.
- The refund is made via the original payment method.
- The processing time is generally 21 working days after validation of the return.
10. DIFFERENCE BETWEEN RETURN AND AFTER-SALES SERVICE
- Return: exercise of the right of withdrawal (change of mind).
- After-Sales Service / Warranty: breakdown, malfunction, product defect.
After-sales service requests are processed separately and are not covered by this return policy.
11. REPORTING DAMAGE UPON RECEIPT
Upon delivery, the customer is required to immediately check the condition of the package and the product.
In case of damage, damaged package, missing or deteriorated product, the customer must imperatively:
- Detail the damage observed on the carrier's slip and keep a copy
- Report the situation within a maximum of 48 hours following receipt of the order.
This report must be accompanied by photographs allowing precise observation of:
- the condition of the exterior package (all visible sides),
- the transport document presenting the detailed report of the damage observed upon receipt,
- the inside of the package with the protections,
- the product(s) concerned,
- the details of the damage observed.
These elements are necessary to allow the opening of a file with the carrier and the processing of the request.
Failing to transmit these supporting documents within the indicated period, the claim cannot be accepted, the merchandise being deemed compliant and delivered in good condition.