Last Updated: October 2026
At Hanfay, we are dedicated to providing premium smart pet wellness and living products for modern pet families. We stand behind our product quality and are committed to clear, fair, and transparent customer service.
Please carefully review our return and refund guidelines below before initiating any return request.
1. 30-Day Standard Return Window
We provide a 30-day return window, starting from the official delivery date recorded by the tracking carrier.
To be eligible for a standard return:
- Products must be in brand-new, unused, and re-sellable condition with all original packaging, inserts, accessories, cables, adapters, and manuals included.
- For pet health, hygiene, and electrical safety standards, devices that have been filled with pet food, filled with water, exposed to pet waste, or showing signs of pet use cannot be accepted for standard return unless a verified manufacturing defect exists.
- Proof of purchase (order number and order confirmation email) is required.
2. Return Shipping Costs & Fees
- Buyer Remorse / Change of Mind / Personal Preference: If you decide to return a non-defective product (e.g., purchased wrong size, color, or changed mind), the customer is responsible for the actual return shipping costs using a trackable shipping service. The original outbound shipping cost is non-refundable.
- Open-Box / Restocking Fee: Items returned with opened retail packaging or missing non-essential inserts that require repacking are subject to a 15% restocking fee, deducted from the final refund.
- Quality Issues / Seller Error: If the product arrives with a verified manufacturing defect or shipping damage, Hanfay covers 100% of the resolution cost (free replacement part, brand-new replacement unit, or full refund).
3. Defective, Damaged, or Malfunctioning Items (Fast-Track Support)
We take product reliability seriously. If you encounter any issue upon receiving your order:
- Contact us within 7 days of delivery at [email protected].
- Provide your Order Number and a short video or clear photos (5–10 seconds) demonstrating the specific issue (e.g., indicator light status, power connection, Wi-Fi pairing screen).
- Fast Resolution Protocol:
- Minor Issues (Cables, filters, detachable parts): We will immediately dispatch replacement accessories free of charge.
- Confirmed Unit Defects: We will arrange a 100% free brand-new replacement or a full refund without requiring you to ship the defective item internationally.
4. Return Merchandise Authorization (RMA) Requirement
- Unauthorized Returns: All returns must be pre-authorized by our support team. Packages returned without a valid RMA number and written confirmation will be rejected by our intake center and are not eligible for a refund.
- Return Procedure:
- Email [email protected] with your order number and return reason.
- Once approved, our team will provide your RMA number and the designated authorized return warehouse address.
- Securely pack the item, attach the RMA details, and send the package via a trackable carrier (USPS, FedEx, UPS, or equivalent). Share the return tracking number with us.
5. Hassle-Free Partial Refund Alternative (Keep the Item)
To save you the time, packaging effort, and high shipping expenses of returning bulky pet hardware, our support team may offer an immediate convenient partial refund (20%–40%) allowing you to keep the product or gift it to friends/family without sending it back.
6. Refunds Process
Once your authorized return is delivered to our receiving warehouse and inspected for compliance:
- You will receive an inspection approval confirmation via email.
- Refunds will be credited to your original payment method (Credit Card, PayPal, Stripe) within 3–7 business days.
- Note: Processing times may vary depending on your financial institution’s settlement timeline.
7. Order Cancellation & Address Changes
Orders enter our automated fulfillment pipeline quickly. If you need to cancel or modify your shipping address, please contact us within 2 hours of placing the order. Once an order has been dispatched with a tracking number, it cannot be canceled in transit.
8. 1-Year Limited Manufacturer Warranty
All Hanfay smart pet devices (Cordless Water Fountains, Smart Feeders, Automatic Litter Boxes, Grooming & Care Monitors) include a 1-Year Limited Warranty covering mechanical and electrical malfunctions from normal daily household use.
9. Contact Customer Care
Our customer support team is available 24/7 to assist you:
- Email: [email protected]
- Official Website: https://hanfay.com
- Response Commitment: Within 24 Business Hours