RETURNS

RETURNS

CatGenie 90 Day Money-Back Guarantee

If you or your cats are not completely satisfied with your CatGenie for any reason, you can return it within 90 days for a full refund of the merchandise cost. Outgoing shipping costs are non refundable and you are responsible for paying return shipping costs.

When returning products to CatGenie, we recommend that you:

  • Use shipment tracking to ensure we receive your return. We will not process refunds for shipments we do not receive.
  • Insure all packages.
  • Ask a CatGenie Customer Support team member about taking advantage of our bulk shipping rates for your return.
  • Follow all Return Procedures below.

To begin the process of returning your CatGenie, please contact our Customer Support team at 888.735.3927.

Return Procedure

Third-Party Vendors: If you placed an order for CatGenie products from any other vendor besides CatGenie.com, please coordinate your return with that vendor and follow their product-return policy. PetNovations cannot accept returns purchased from other vendors. Please make sure to review the source's return policy before making your purchase decision.

CatGenie.com Orders: If you placed an order at CatGenie.com and you would like to return it, please contact Customer Support at 888.735.3927.

CatGenie.com Return Requirements:

  • Your returned CatGenie must have a PetNovations Return Authorization Number. (Available by contacting Customer Support.) A return will not be accepted without prior authorization.
  • Returns must be received within 10 days of the date the return authorization was issued, or a 20% handling charge will be charged.
  • In order to avoid damage in shipment, please make sure that your CatGenie is carefully packaged. The original packaging materials are best. Full refunds will not be issued if we receive units damaged in shipping.
  • To receive a full credit, please clean your CatGenie before returning it to PetNovations. Units returned in damaged condition or with hair, debris or foul odor may receive partial credit at the discretion of PetNovations Inc.
  • Please discard any opened Washable Granules and SaniSolution Cartridges.
  • Please allow up to 10 business days for your return to be inspected and for accounting to issue your credit.

Refused Orders

Should you refuse to take delivery of your CatGenie at the time of its arrival, you will receive a refund of your purchase price minus any shipping costs incurred by PetNovations for return of the packages plus a 20% handling charge. Once we receive the returned order and it is examined and approved by our Returns Department, we will process your refund.

Cancellations

We process orders quickly after receipt so that we can get your order to you as soon as possible. Often your order will have been packed and shipped within a few hours. If you need to cancel your order, please contact our Customer Service team at 888-735-3927 as soon as possible. DO NOT email cancellation requests.

We will do our best to stop process on your order, but cannot do so if it has already shipped. If your order cannot be cancelled and is delivered to you, do not refuse the order. (See Refused Orders above.) Please accept the delivery, then contact us to process a return.

If your order is delivered to you, you are responsible for any shipping charges incurred if your order ships plus a 20% cancellation fee.

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