Refund policy

Last Updated: March 26, 2026

Please read this Return & Refund Policy carefully before purchasing or using the product. By placing your order, you acknowledge that you have read, understood, and agreed to the terms and conditions outlined herein.

Overview

IdealZero is committed to providing our customers with a secure and reliable shopping experience. If any smart product (such as a smart litter box, smart water fountain, etc.) purchased directly from the official IdealZero website fails to meet your expectations for any reason, you may request a return within ninety (90) days of receiving the product to receive a refund of the purchase price.

For non-quality-related returns, the customer shall be solely responsible for all return shipping costs. Opened or used accessories, consumables, and disposable items (including, but not limited to, cat litter, waste drawer liners, and deodorizer) are strictly excluded from this Return & Refund Policy.

Cancellation

All orders are processed within 1–2 business days (excluding weekends and holidays) after the order date.

Before your order has been shipped, you may contact us to cancel your order. If you request a cancellation within 1–2 business days from the order date and before the order has been shipped, your order will be successfully canceled, and a full refund will be issued.

Once an order has been shipped, it cannot be cancelled. In this case, please proceed with the return and refund process.

Defective Returns

If a product experiences a functional failure, manufacturing defect, or deviates significantly from its official description within its warranty period, the customer may request a return, exchange, repair, or refund within thirty (30) days of discovering the issue.

For returns officially confirmed to be due to quality-related defects:

  • IdealZero will cover all return shipping costs;
  • No cleaning fees will be charged.

Return Requirements

To qualify for a return and refund, the following requirements must be met:

  1. For non-quality-related returns, the return request must be submitted within ninety (90) days of product delivery. For quality-related (defective) returns, the request must be submitted within thirty (30) days of discovering the issue.
  2. For non-quality-related returns, the user must bear all return shipping costs.
  3. The returned product must be in good, clean, and fully functional condition. Returned items must include all original accessories and accompanying documentation, including but not limited to the User Manual, Quick Start Guide, and any other documentation provided with the product.
  4. The returned device must be free of visible pet stains, odors, or cat litter residue. Otherwise, a reasonable cleaning fee (up to $70 per unit) may apply and will be deducted from the refund.
  5. IdealZero highly recommends that customers use the original packaging whenever shipping a product back. If the product sustains damage during transit due to inadequate packaging (regardless of whether original packaging was used), the customer may be responsible for any resulting damage.

Return Process

  1. Customers must contact the IdealZero Customer Support team and submit their order number, the reason for the return, along with supporting photos or videos of the product and its packaging for reference.
  2. The Customer Support team will typically review and respond to the return request within two (2) business days.
  3. Once the request is approved, IdealZero will provide the customer with standard return procedures and related shipping guidelines.
  4. Please do not mail or return the product on your own before receiving explicit confirmation and return instructions from our customer support team. Use the original packaging to ship the product back whenever possible. If the product sustains damage during transit due to inadequate packaging (regardless of whether original packaging was used), the customer shall bear full responsibility for the damage.
  5. Upon arrival at our warehouse, the returned product will undergo a formal inspection to verify whether it complies with our return conditions.
  6. If the item qualifies for a refund, the refund will be processed and issued to the original payment method within five (5) business days of verification. The actual arrival time of the funds depends on the processing times of your bank or payment institution.

Refund Timeline

Once the warehouse receives the returned product, the inspection will be completed within five (5) business days. If the product is confirmed to meet all return conditions, IdealZero will initiate the refund to the original payment method within five (5) business days of confirmation.

The timeline for the funds to reflect in your account varies depending on the processing times of different banks or payment providers; please consult your card-issuing bank or payment platform for specific details.

Non-Returnable Items

The following items are strictly ineligible for returns and refunds:

  • Opened or used consumables and disposable pet supplies;
  • Products damaged due to misuse, abuse, or unauthorized modifications;
  • Products missing major accessories or original documentation;
  • Products that have exceeded the designated return periods.

Contact Us

For return-related inquiries, email us at support@idealzero.com.