After-Sales Service Terms for Smart Pet Products

I. Product Quality-Related Matters

1. Return and Exchange Service

Customers have the right to request returns or exchanges if products exhibit quality issues such as body cracks, malfunctioning smart modules, or missing accessories. For bulk orders, a reasonable damage rate standard is established. Should the damage rate exceed 1% during transportation or inspection, we will be responsible for restocking or providing corresponding compensation.

2. Quality Assurance Commitment

A 12-month warranty period commences from the delivery date. During this period, if the product malfunctions during normal use due to substandard materials or manufacturing defects, core components or the entire unit will be repaired or replaced free of charge to safeguard usage rights.

II. Technical Support

1. Usage Guidance

Provide detailed product usage specifications, including power adapter requirements, cleaning/maintenance cycles, and smart feature operation procedures. For example, clearly state the weight capacity limits for smart litter boxes to prevent mechanical failures due to overload.

2. Troubleshooting & Upgrades

Offer 7×12-hour online technical support. Utilize text/image guides and video tutorials to quickly diagnose issues such as app connectivity failures or sensor malfunctions.

III. Logistics & Delivery

1. Shipping Damage Resolution

We coordinate solutions for products damaged during transit. Customers must provide photos of damage and shipping documentation within 48 hours of delivery. Upon verification of non-human factors, we will reship or replace the item free of charge, covering all return shipping costs.

2. Delivery Timelines and After-Sales Guarantees

If products are not delivered as per contractual agreements, we will immediately communicate the reasons with the customer and offer compensation such as price discounts or extended warranty periods.