Sure Petcare EU Return Policy
For Customers – Returns Policy
All Sure Petcare devices purchased directly from surepetcare.com (EU) come with a 30-Day Happiness Guarantee. If for any reason you are unhappy with your purchase, you may return it within 30 days from the purchase date for a refund of your purchase price.
Accessories must be returned at the customer's own cost, and proof of postage is advised for all returns, as we are not responsible for items lost, stolen, or damaged in transit. Refunds will not be issued for returns that do not arrive, and any claims should be made with the shipping provider.
Products, including devices and accessories, must be returned in resalable condition, undamaged, with all original components in original packaging to qualify for a refund.
Our 30-Day Guarantee only applies to accessories that are returned unopened in original packaging within 30 days from date of purchase. Opened accessories do not qualify for a refund.
Our Return Process:
- Use the Contact Us Form to submit a Support Case.
- We will send you an email with our return instructions. At this stage, we may refuse the return and refund if your response shows that the product was not purchased directly from us or is no longer within our 30-day returns policy.
- You will need to arrange the return following the instructions provided in our email, including any applicable return requirements.
- Once we receive the returned units, we will assess them and either approve or refuse the return and refund. If approved, refunds usually take 1-2 weeks to process.
Please note that Customer Support responses may take up to 4 business days.
What if I purchased Sure Petcare products from a 3rd party website?
We can only honour refunds for products that were purchased directly from our website: www.surepetcare.com.
If you wish to return a Sure Petcare product purchased from another retailer, please contact the company from which you purchased the item to inquire about returning the item to them directly.
What if I want to return my product after the 30-Day Return Period?
Please refer to our Warranty to determine if your product qualifies for a return.
Get started on a return by clicking the button below.
PLEASE USE THE 'CONTACT US' FORM
For Retailers – Returns Policy
Warranty Replacements & Refunds for Authorized 3rd Party Retailer Purchases:
Sure Petcare honors its warranty policy for products purchased from Authorized 3rd Party Retailers. If a product is deemed both within warranty and eligible for replacement, the purchasing customer will be shipped either a replacement part or replacement product, free of charge to the purchasing customer by Sure Petcare at the discretion of Sure Petcare's Customer Service Team. View Sure Petcare's full Warranty policy here: https://www.surepetcare.com/en-eu/warranty.
If the product is under warranty, has been declared eligible for full replacement by Sure Petcare, and the purchasing customer declines the replacement part or replacement product and instead requests a refund, the purchasing customer will be directed to the return policy of the retailer from which the product was originally purchased.
Customer Support and Troubleshooting for 3rd Party Retail Purchases:
Purchasing customers who purchase Sure Petcare products from an Authorized 3rd Party Retailer may contact Sure Petcare Customer Support for support with their products including troubleshooting, device setup and warranty replacements.
Purchasing customers can contact Sure Petcare Customer Support by calling 0800 012 4511 or submitting a support case online at https://www.surepetcare.com/en-eu/support.
