Warranty Policy
Pet Citadels provides a 1-year warranty with every product. Our goal is to make sure that if a genuine product defect occurs, you have a clear path to getting it resolved.
Warranty Period
Your warranty begins on the date your order is delivered and continues for 12 months.
This warranty covers defects in materials and workmanship that occur during normal use of the product.
Reporting a Problem
If you notice a defect or your product is not functioning as it should, please email hello@petcitadels.com.
When contacting us, please include your order number and explain what is happening. We may request photographs or videos of the product so our team can determine the nature of the problem.
Once we have reviewed the information, we will determine the appropriate resolution. Depending on the circumstances, this may involve:
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Repairing the product
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Replacing the product or a defective component
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Arranging a return
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Providing a refund
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Offering another suitable solution
The resolution provided will depend on the specific issue and circumstances of the warranty claim.
Damage Discovered at Delivery
Please examine your shipment when it arrives. We strongly recommend taking photographs of the product and its packaging immediately upon delivery.
If there is visible damage, document it with clear photographs and contact hello@petcitadels.com as soon as possible. Keeping the original packaging is also recommended while the issue is being reviewed.
Situations Not Covered
The warranty is intended to address manufacturing and material defects under normal use. It does not generally cover damage resulting from misuse, accidents, improper installation or handling, unauthorized alterations or repairs, or normal deterioration from use.
If you are unsure whether a particular issue qualifies for warranty coverage, contact us and provide the details. We will review the situation and advise you accordingly.
Warranty Resolution
Every warranty claim is reviewed based on the individual circumstances. If the issue is determined to be covered, Pet Citadels will work with you on an appropriate way to resolve it, whether that means a repair, replacement, refund, return, or another reasonable solution.
For warranty assistance, please contact: