Return Policy

At DrnutriPet, customer satisfaction is one of our highest priorities. Our quality-control team inspects products before shipment, and we are committed to providing reliable products and a dependable shopping experience.

This Return and Refund Policy applies to smart automatic pet food feeders, included accessories, and related products purchased through the official DrnutriPet website at Dunutripet.com.

Before placing an order, please carefully review the product description, dimensions, capacity, features, connectivity requirements, power requirements, suitable pets, compatible pet food types, and operating instructions to confirm that the product meets your needs.

If you receive a product that is damaged during shipping, defective, faulty, incorrect, incomplete, or otherwise affected by a verified issue, please contact Support@Dunutripet.com promptly.

Depending on the circumstances, our customer support team may provide an eligible return, replacement, reshipment, partial refund, full refund, or another reasonable resolution.

This Policy does not limit any consumer rights that cannot be excluded under applicable law.

30-Day Return Policy

We offer a 30-day return policy.

You may request a return within 30 calendar days after carrier tracking shows that the product was delivered.

The return request must be submitted to Support@Dunutripet.com within the 30-day period. Requests submitted after the deadline may be denied unless otherwise required by applicable law.

This Policy applies only to products purchased directly through Dunutripet.com.

Products purchased from a third-party retailer, reseller, marketplace, distributor, or other website must be returned through the original seller and are subject to that seller’s return and refund policies.

Prior Return Authorization Is Required

Every return, exchange, and refund request requires prior authorization from DrnutriPet.

To submit a request, email Support@Dunutripet.com and provide:

Your order number;
The name and email address used to place the order;
The reason for requesting a return, exchange, or refund;
The current condition of the product;
Clear photographs of the product and packaging;
Video showing the reported issue, where applicable;
The serial number or device identification information, where applicable;
Other information reasonably required to review the request.

After reviewing the request, we will notify you by email whether it has been approved.

If approved, we will provide:

Return instructions;
The authorized return address;
Return authorization information;
The required shipping method, where applicable;
Any other necessary instructions.

Do not return a product without receiving written authorization.

The shipping address shown on the original package may not be the correct return address. Products sent to an unauthorized address may not be identified, accepted, or processed and may not qualify for a refund or exchange.

Submitting a request does not mean that a return, exchange, or refund has automatically been approved.

Non-Defective Returns

If you request a return because you changed your mind, ordered the wrong product, no longer need the product, prefer a different size or capacity, or for another reason unrelated to product quality, contact Support@Dunutripet.com within 30 days after delivery.

To qualify for a return, the product should:

Be within the 30-day return period;
Not show long-term or excessive use;
Have been subject only to reasonable inspection, installation, or testing;
Be complete and in resalable condition;
Be free from significant scratches, impact damage, breakage, or customer-caused damage;
Be free from unauthorized disassembly, repair, or modification;
Have all serial numbers and product labels intact and unaltered;
Contain no remaining pet food, liquid, or other material;
Be emptied, cleaned, and dry;
Be free from significant odor, grease, stains, pet hair, insects, mold, or other contamination;
Include the original food bowl, food hopper, lid, power adapter, power cable, manual, and all other included accessories;
Include every item supplied in a product bundle;
Include promotional gifts and complimentary accessories;
Be securely packaged according to our return instructions.

We strongly recommend keeping the original shipping box, protective materials, manuals, and all accessories until the 30-day return period has ended.

Missing original packaging does not necessarily make a return automatically ineligible, but the customer remains responsible for using suitable packaging to protect the product.

If the product is damaged during return transportation because of inadequate packaging, the resulting loss in value may be deducted from the refund.

Costs for Non-Defective Returns

For an approved return unrelated to a product defect:

Original shipping charges are generally non-refundable;
The customer is responsible for return shipping costs;
Expedited, priority, and other special shipping charges are generally non-refundable;
The customer must use a trackable shipping method;
The customer must retain the return shipping receipt and tracking number.

If we provide a prepaid return label, the cost of the label may be deducted from the final refund.

Depending on the order status and the condition of the returned product, a processing and restocking fee equal to 15% of the merchandise subtotal may be deducted from the refund where permitted by applicable law.

If the returned product has missing accessories, excessive use, significant wear, insufficient cleaning, contamination, odor, customer-caused damage, or inadequate packaging, an additional reasonable deduction may be made based on the actual reduction in value.

We will explain any deduction applied to an approved refund.

Opened or Tested Products

A smart automatic pet food feeder is an electronic product that may require setup and testing. Opening the packaging or reasonably inspecting the product does not automatically make it ineligible for return.

However, an opened or tested product must still meet the following conditions:

Use was limited to confirming the appearance and basic operation of the product;
The product was not used continuously, extensively, or over a prolonged period;
The product remains clean, dry, and suitable for resale;
All pet food has been completely removed;
The food bowl, hopper, and other food-contact components have been cleaned;
The product is free from significant odor, grease, food residue, pet hair, insects, or contamination;
All original accessories and included items are present;
The product has not been bitten, scratched, knocked over, or damaged by a pet.

If the product has been used beyond reasonable inspection and testing, or if its value has been significantly reduced through use, we may deny the return or make a reasonable deduction from the refund.

Shipping Damage

If a product was damaged during shipping, contact Support@Dunutripet.com within seven calendar days after carrier tracking shows delivery.

Please provide:

Your order number;
Tracking number;
Photographs of the outer shipping box;
A photograph of the shipping label;
Photographs of the internal packaging and protective materials;
Clear photographs or video showing the damaged product;
The product serial number, where applicable;
A detailed description of the issue.

Until our review is complete, please keep:

The smart automatic pet food feeder;
The original shipping box;
Internal protective materials;
The power adapter;
The power cable;
The manual;
All included accessories;
The shipping label.

Do not discard the product, accessories, or packaging or return the product until you receive instructions from customer support.

Failure to provide necessary photographs, video, packaging, or other evidence may affect the carrier investigation and your replacement, reshipment, or refund request.

If shipping damage is verified, we may provide:

Replacement parts;
A replacement shipment;
A product exchange;
A partial refund;
A full refund;
Another reasonable solution.

Incorrect, Incomplete, or Missing Items

If you receive the wrong product, wrong model, incorrect quantity, or an order missing an essential accessory, contact Support@Dunutripet.com within seven calendar days after delivery.

Please provide:

Your order number;
Photographs of the product received;
Photographs of the outer packaging;
A photograph of the shipping label;
Photographs showing all products and accessories inside the package;
A description of the issue.

After verification, we may provide a reshipment, exchange, partial refund, or full refund.

If the incorrect product must be returned, we will provide return instructions.

Product Defects or Functional Problems

If the smart automatic pet food feeder develops an apparent functional problem or product defect within 30 days after delivery, contact Support@Dunutripet.com.

Potential functional or product-quality issues may include:

The product does not power on;
The product cannot complete basic setup according to the instructions;
The feeding function does not operate correctly;
The product malfunctions under normal operating conditions;
An essential component required for normal operation is missing;
Another manufacturing or product-quality issue confirmed by us.

Please provide:

Your order number;
The product serial number, where applicable;
A detailed description of the issue;
Clear photographs or video;
Screenshots of App pages or error messages, where applicable;
Troubleshooting steps already attempted;
Other information reasonably requested by customer support.

Before approving a return, replacement, or refund, we may ask you to complete reasonable troubleshooting steps, such as:

Checking the power connection;
Reassembling the product;
Clearing the food-dispensing path;
Confirming that the pet food meets product requirements;
Restarting the device;
Reconnecting the network or App;
Updating the device firmware or App;
Resetting the device.

Completing troubleshooting does not affect any rights available to you under applicable law.

If we verify that the issue is a manufacturing or product-quality defect, we may provide:

Technical support;
Replacement parts;
Product repair;
A product replacement;
A partial refund;
A full refund.

If a return is required for a verified defect, we will generally provide appropriate return instructions and cover approved reasonable return shipping costs.

Issues Not Considered Product Defects

The following circumstances are generally not considered defects in the product itself:

Use of pet food that does not meet the product requirements;
Pet food that is oversized, undersized, damp, sticky, or prone to clumping;
A dispensing path blocked by food, foreign objects, or insufficient cleaning;
Incorrect installation or operation;
Use of an incompatible power adapter, cable, or voltage;
Problems with a network, router, Wi-Fi signal, or third-party service;
App or mobile operating-system incompatibility;
Failure to install necessary software or firmware updates;
Power outages, internet outages, or depleted backup batteries;
Damage caused by a pet biting, scratching, knocking over, or interfering with the product;
Water exposure, moisture, dropping, impact, or external force;
Failure to clean or maintain the product according to instructions;
Unauthorized disassembly, repair, or modification;
Reasonable wear resulting from normal use;
Problems caused by the customer’s pet, network, home environment, or method of use.

A return arising from one of these circumstances may be handled as a non-defective return or denied if the product does not meet the return eligibility requirements.

Non-Returnable and Non-Refundable Circumstances

Returns or refunds are generally unavailable when:

The 30-day return-request period has expired;
The product was not purchased directly from Dunutripet.com;
Prior return authorization was not obtained;
The product was sent to an unauthorized address;
The returned product is not the product originally ordered;
The serial number has been removed, altered, or does not match the order record;
The product shows prolonged or excessive use;
Essential parts or accessories are missing;
Pet food, liquid, or other material remains inside the product;
The product has significant stains, odor, grease, mold, insect activity, or contamination;
The product was bitten, scratched, knocked over, or otherwise damaged by a pet;
The product was damaged by misuse, neglect, accident, water, moisture, dropping, or impact;
The product was damaged through use of incompatible power equipment;
The product was disassembled, repaired, or modified without authorization;
The product was blocked or damaged through incompatible pet food or improper cleaning;
Reasonable proof of purchase cannot be provided;
The item was a complimentary gift, trial product, sample, or promotional gift, unless it has a verified defect;
The product page clearly identified the item as final sale, clearance, or non-returnable;
The issue resulted from an incorrect address, incomplete address, package refusal, or failure to collect the shipment;
We reasonably suspect fraud, abuse of the return policy, or other dishonest conduct.

This section does not limit rights that cannot be excluded under applicable law.

Order Cancellation

Cancellation Within 24 Hours

You may request cancellation within 24 hours after placing an order, provided the order has not shipped.

Eligible orders will receive a full refund without an order-processing fee.

If the order has already shipped within the first 24 hours, it can no longer be canceled free of charge.

Because the order may have entered picking, packing, warehouse dispatch, or carrier transit, an interception, package refusal, or return may be subject to a processing and restocking fee equal to 15% of the merchandise subtotal, where permitted by applicable law.

Cancellation After 24 Hours

If more than 24 hours have passed and the order has not shipped, you may still contact us to request cancellation.

Because the order may have entered payment review, inventory preparation, warehouse processing, picking, or packing, a processing fee equal to 15% of the merchandise subtotal may be deducted from the refund where permitted by applicable law.

Cancellation After Shipment

Once an order has shipped, it cannot be canceled directly.

A return, package refusal, or refund request involving an order that has already shipped must be handled under this Return and Refund Policy.

For an eligible returned order, a processing and restocking fee equal to 15% of the merchandise subtotal may be deducted from the refund.

Original shipping charges, return shipping charges, package-interception charges, and other carrier fees may be non-refundable.

Cancellation Caused by DrnutriPet

If an order is canceled because of a circumstance caused by DrnutriPet, including:

Product unavailability;
Product discontinuation;
Inability to complete shipment;
Shipping service being unavailable;
A material order or pricing error;
Another reason caused by DrnutriPet;

we will issue a full refund for the unshipped order without an order-processing fee.

To request cancellation, contact Support@Dunutripet.com as soon as possible and provide your order number.

Submitting a cancellation request does not guarantee that the order can be canceled.

Order Modifications

Before Shipment

To request a change to the shipping address, contact information, or order details, contact Support@Dunutripet.com as soon as possible.

Please provide:

Your order number;
The name used to place the order;
The original order information;
The specific change requested.

We will make reasonable efforts to assist, but we cannot guarantee that a modification can be completed before the order enters processing or shipment.

After Shipment

After an order has shipped, the shipping address, shipping method, product quantity, and order contents generally cannot be changed.

To return an order that has already shipped, submit a return request under this Policy.

Refused or Undeliverable Packages

If you refuse a shipped order or the package is returned for a customer-related reason, including:

No one being available to receive the package;
An incorrect address;
An incomplete address;
A missing apartment or unit number;
Incorrect recipient information;
Failure to collect the package;
Refusal by the recipient;
The carrier being unable to contact the recipient;

we may deduct the following amounts from the refund where permitted by applicable law:

A processing and restocking fee equal to 15% of the merchandise subtotal;
Original shipping charges;
Return shipping charges;
Package-interception fees;
Other reasonable carrier charges.

If a refused or undeliverable package is returned to our authorized warehouse, the order will be handled as a returned order.

Any refund will be processed after the warehouse receives and inspects the returned product.

Refusing a package does not mean that a return or refund has automatically been approved.

Exchanges

Eligible shipping damage, fulfillment errors, missing items, or verified product defects may qualify for an exchange.

Exchange availability depends on:

Product inventory;
The nature of the issue;
Product condition;
When the request was submitted;
The results of our review.

We do not guarantee direct exchanges for change-of-mind, incorrect-purchase, or other non-defective returns.

If a direct exchange is unavailable, you may return an eligible product and place a new order.

Do not return a product for exchange without written authorization from DrnutriPet.

Bundles, Discounts, and Promotional Orders

If a returned product was purchased as part of a bundle, multi-item discount, order-level promotion, gift-with-purchase offer, or another promotion, the refund may be recalculated based on the products retained by the customer.

If the order no longer qualifies for the original promotion after the return, we may:

Remove the original bundle discount;
Remove the multi-item discount;
Recalculate the price of products retained;
Deduct the reasonable value of a promotional gift that is not returned;
Require promotional gifts to be returned with the product.

A refund will not exceed the amount actually paid for the returned product.

Return Shipping

For non-defective returns, the customer is responsible for arranging and paying for return shipping.

When returning a product:

Use the authorized return address provided by us;
Package the product according to customer-support instructions;
Use a trackable shipping method;
Keep the return shipping receipt;
Keep the tracking number;
Consider purchasing shipping insurance based on the product’s value.

The customer bears the risk of loss or damage until the returned product is delivered to the authorized return location.

We are not responsible for a return package that is lost, delayed, or damaged because of:

Use of an incorrect return address;
Failure to follow return instructions;
Inadequate packaging;
Use of an untrackable shipping method;
Carrier transportation problems;
An unauthorized return.

For a verified defect, shipping damage, incorrect item, or missing item, if we require the product to be returned, we will generally provide an appropriate return-shipping arrangement.

Inspection of Returned Products

After the warehouse receives a returned product, we may inspect:

Whether the product matches the original order;
Whether the serial number matches;
The condition of the product;
The extent of product use;
Whether the product is clean and dry;
Whether pet food, odor, or contamination is present;
Whether all accessories are included;
Whether the packaging is complete;
Whether customer-caused damage is present;
Whether the reported problem can be confirmed;
Whether the return complies with this Policy.

We generally complete the initial inspection within 72 hours after the returned product is delivered. Additional time may be required during holidays, promotions, or periods of high return volume.

After inspection, we will notify you whether the refund request:

Has been approved;
Has been partially approved;
Requires additional information;
Has been denied.

Refund Amount

An approved refund is generally calculated using the amount actually paid for the returned product.

Depending on the reason for the return and the condition of the product, the following amounts may be deducted:

Original shipping charges;
Expedited or special shipping charges;
Return shipping costs;
Prepaid return-label costs;
A processing and restocking fee equal to 15% of the merchandise subtotal;
The reasonable value of missing parts or accessories;
Reasonable cleaning, sanitation, or product-restoration costs;
Loss in value caused by excessive use, wear, or customer-caused damage;
The reasonable value of promotional gifts not returned;
Promotional discounts that no longer apply after the return;
Package-interception or refusal costs;
Other reasonable carrier fees.

If the return results from a verified product defect, shipping damage, incorrect product, or missing item, normal return shipping costs and processing or restocking fees will generally not be deducted.

Any refund deduction will be determined according to the actual circumstances.

Refund Method

Approved refunds are generally issued to the original payment method used for the purchase.

We generally cannot issue a refund to:

Another credit or debit card;
Another bank account;
Another payment account;
Another person;
Cash or check.

If the original payment method has been closed, replaced, or is otherwise unavailable, contact your bank, card issuer, or payment provider to confirm how the refund will be handled.

Unless required by applicable law or separately approved by us in writing, we will not redirect a refund to a different payment method.

Refund Processing Time

After a returned product passes inspection and the refund is approved, we generally initiate the refund within 72 hours.

After the refund has been initiated, the time required for it to appear in your account depends on your bank, card issuer, or payment provider and generally takes 3–7 business days.

Some payment providers may require additional time.

DrnutriPet does not control how long a bank, card issuer, or payment provider takes to process and display a refund.

Partial Refunds

Only a partial refund may be available when:

Parts or accessories are missing;
The product shows significant signs of use;
Use exceeded reasonable inspection and testing;
Additional cleaning or handling is required;
Pet food residue, odor, or contamination is present;
Customer-caused damage is present;
Inadequate packaging caused damage during return shipping;
Promotional gifts were not returned;
Only part of a bundled order was returned;
The order no longer qualifies for the original promotion;
Product value was reduced through customer use or handling.

If only a partial refund is approved, we will explain the reason for the deduction.

Denied Refunds

A refund request may be denied when:

The return was not authorized;
The return request was submitted after the 30-day period;
The product was sent to an incorrect or unauthorized address;
The returned product does not match the original order;
The serial number does not match or has been altered;
Essential parts are missing;
The product is severely contaminated or unsafe to handle;
The product was damaged by misuse, neglect, pet activity, water, dropping, or unauthorized repair;
The product cannot be verified during inspection;
Return instructions were not followed;
Fraud or abuse of the return policy is reasonably suspected.

If a refund is denied, we will notify you based on the information available to us.

Late or Missing Refunds

If you have received confirmation that a refund was issued but have not received the funds:

Check the bank or payment account used for the purchase again;
Contact your card issuer or payment provider;
Contact your bank to confirm whether the refund is pending;
Allow the bank or payment provider’s standard processing time.

A refund may be subject to internal processing before it is displayed in your account.

If more than seven business days have passed since the refund was issued and it has not appeared, contact Support@Dunutripet.com.

Please provide:

Your order number;
The refund amount;
Refund confirmation information;
The date the refund was issued;
Basic information about the original payment method.

We will assist you in checking the refund status.

Return Process

For a product purchased through Dunutripet.com, follow these steps:

Email Support@Dunutripet.com within 30 days after delivery;
Provide the order number, proof of purchase, reason for return, and product photographs;
Provide video, serial number, or other information required for the type of issue;
Wait for customer support to review the return request;
After approval, return the product according to the instructions provided by email;
Use a trackable shipping method and keep the shipping receipt;
Allow the warehouse to receive and inspect the returned product;
An eligible refund will generally be initiated within 72 hours after inspection;
The refund will be issued to the original payment method;
The refund generally appears in the account within 3–7 business days.