Because your pet’s daily care should never be interrupted.

At Vacqueen, we want you to feel confident when choosing products for your pets. Our Care Promise covers home trials, returns, quality-related support, missing or damaged items, and long-term product care.

Effective Date: [July 27, 2026]

1. Where This Policy Applies

This policy applies to eligible Vacqueen products purchased directly from vacqueen.com.

For purchases made through Amazon, Walmart, Chewy, TikTok Shop, or another authorized retailer:

• Returns during the retailer’s return period follow that retailer’s rules.
• Eligible warranty claims may still be supported by Vacqueen when valid proof of purchase is provided.

2. 100-Day Pet-Friendly Home Trial

Eligible Vacqueen products purchased from vacqueen.com may be unpacked, installed, and tried at home for up to 100 days from the delivery date.

If the product is not the right fit for your pet, home, or daily routine, you may request:

• A return for refund; or
• One exchange for another eligible Vacqueen product.

For non-quality-related returns or exchanges:

• Customers are responsible for return shipping.
• Any price difference for an exchanged product must be paid or refunded accordingly.
• Any original expedited shipping fees are non-refundable.

Returned products must be:

• Clean and reasonably hygienic;
• Complete with the main accessories;
• Free from significant misuse, pet damage, or intentional damage;
• Safely packaged for return.

We recommend keeping the original packaging, but it is not mandatory. If the original packaging is unavailable, please use protective packaging that prevents shipping damage.

Filters, desiccants, and other consumables may only be returned within 100 days if they are unopened and unused, unless they arrive damaged or defective.

3. Quality Warranty

Eligible Vacqueen products are covered against verified defects in materials, workmanship, electronics, or normal operation.

Smart Pet Products

The following products include a 24-month quality warranty:

• Smart pet feeders;
• Smart water fountains;
• Smart air purifiers;
• Other eligible Vacqueen smart-care devices.

Other Pet Products

The warranty period for litter mats, interactive toys, and other non-electronic accessories is shown on the applicable product page.

The warranty period begins on the original delivery date and applies only to the original purchaser.

4. What the Quality Warranty Covers

The warranty may cover verified quality-related issues including:

• Motor, pump, sensor, circuit board, or power adapter failure;
• App or Wi-Fi hardware malfunction;
• Failure to dispense food or water during normal use;
• Failure of scheduled feeding or operating functions;
• Material or structural defects under normal use;
• Products that arrive damaged;
• Incorrect products or missing components.

Depending on the issue, Vacqueen may provide:

1. Troubleshooting and setup support;
2. A replacement part;
3. Repair support;
4. A replacement product of equal or similar value; or
5. A full or partial refund when another solution is not reasonably available.

5. Pet-Care Continuity Guarantee

Feeding and drinking products are essential to your pet’s daily routine.

When a verified issue interrupts feeding or drinking, Vacqueen will prioritize the case and work to restore normal use as quickly as reasonably possible through technical support, replacement parts, or a replacement unit.

For urgent feeder or fountain issues, our goal is to provide an initial response within 12 hours and a proposed solution within 48 hours after receiving the required information.

6. Damaged, Incorrect, or Missing Items

Please contact Vacqueen as soon as possible if your order:

• Arrives damaged;
• Contains the wrong product;
• Is missing an accessory or component; or
• Appears to have been damaged during shipping.

After verification, Vacqueen will cover the reasonable cost of correcting the order and may send a missing part, replacement product, or refund.

You will not normally be required to return an entire product when only a small accessory is missing.

7. Return Shipping Costs

Vacqueen Covers Return or Replacement Shipping When:

• The product has a verified quality defect;
• The product arrives damaged;
• The wrong product was sent;
• Required accessories are missing; or
• The return results from an error made by Vacqueen.

The Customer Covers Return Shipping When:

• The product is no longer wanted;
• The product does not suit the pet or home;
• The wrong size, model, capacity, or color was selected;
• The exchange is not related to a quality issue.

Do not send a product back before receiving return authorization and the correct return address.

8. What Is Not Covered

Free warranty service does not cover:

• Damage caused by aggressive chewing or pet biting;
• Drops, impacts, misuse, or improper storage;
• Water damage to components not designed to be submerged;
• Unauthorized repair, modification, or disassembly;
• Damage caused by improper cleaning or maintenance;
• Damage caused by unofficial accessories or power supplies;
• Normal wear and tear;
• Normal consumption of filters, desiccants, batteries, or other consumables;
• Second-hand products or products without valid proof of purchase.

When possible, Vacqueen may still offer paid replacement parts, troubleshooting support, or a customer replacement discount.

9. How to Start a Return or Warranty Claim

Before returning any product:

1. Contact Vacqueen Support.
2. Provide your order number and proof of purchase.
3. Describe the issue or reason for return.
4. For quality claims, include clear photos or a short video when requested.
5. Wait for return authorization and the correct return address.

Please do not return products to the address shown on the website, packaging, or product label unless our support team specifically instructs you to do so.

Unauthorized returns or products sent to the wrong address may be delayed or refused.

10. Refunds

After an authorized return is received and inspected:

• We aim to complete the inspection within 3–5 business days.
• Approved refunds are issued to the original payment method.
• Your bank or payment provider may require additional processing time.

A full refund may be offered for:

• Products that arrive defective or severely damaged;
• Verified serious quality issues;
• Incorrect products sent by Vacqueen;
• Orders that cannot be replaced due to lack of stock;
• Eligible 100-day returns that meet the return requirements.

A partial refund may be offered when:

• A minor accessory is missing and the customer chooses to keep the product;
• The packaging is severely damaged;
• The product has significant use, staining, or missing components;
• The customer chooses to keep a product with a minor cosmetic issue.

11. Registered Member Care

Registered Vacqueen members may receive access to:

• Discounts or coupons for filters, desiccants, and replacement accessories;
• Product maintenance reminders;
• Long-term customer support;
• Member maintenance pricing for selected replacement parts.

12. Contact Vacqueen Support

For assistance with your warranty or return, please contact us:

Email: service@vacqueen.com

Please include your order number when contacting us so we can assist you more quickly.