Refund policy
Litter Zero:
Returns, Refunds & Warranty Policy
At Litter Zero, we want you to be happy with your purchase. If you are not fully satisfied, please review our returns, refunds, and warranty policy below.
1. Pre-Order Cancellation (Pre-Order Customers Only)
You may cancel your pre-order at any time before it ships.
- A full refund will be issued to your original payment method.
- Please check your estimated shipping date before requesting cancellation.
- If your order has already shipped, you may still return it unused in accordance with our return policy.
2. Order Cancellation Policy
Customers must contact us within 24 hours of placing an order to cancel the order without any return fees.
If a cancellation request is made after the 24-hour window, the order will be treated as a return, and return shipping fees will apply.
Return Fee After 24 Hours
A $15 return fee per return label will be charged.
Examples:
- 1 return label = $15 fee
- 2 return labels = $30 fee
- 3 return labels = $45 fee
Return fees will be deducted from the final refund amount.
3. 30-Day Return Policy (After Delivery)
You have 30 days from the date of delivery to request a return.
To be eligible for a return:
- Items must be unused and in the same condition as received.
- All original packaging, accessories, and included parts must be intact.
- Opened refill packs (broken seal) cannot be returned.
4. How to Return an Item
To start a return, contact us at:
support@litterzero.com
Please include:
- Your name
- Order number
- Email address used for purchase
- Photos or short videos if requested
Once approved:
- We will provide return instructions and the warehouse address.
- Returns sent without prior authorization may be refused.
5. Return Shipping Costs
Customer Change of Mind
- Customer is responsible for return shipping costs.
- A $15 return fee per return label applies for cancellations requested after 24 hours or standard non-defective returns.
Our Error
If the item is:
- Defective
- Damaged during delivery
- Incorrect item received
We will cover all return shipping costs and provide a replacement or refund when applicable.
6. Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon delivery.
If your item arrives damaged, defective, or incorrect:
- Contact us as soon as possible.
- Photos or videos may be requested for verification.
- We will work quickly to provide a replacement, exchange, or refund.
7. Refunds
After we receive and inspect your returned item, we will notify you by email regarding the status of your refund.
If approved:
- Refunds will be issued to your original payment method within 10 business days.
- Your bank or credit card provider may require additional processing time.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact:
support@litterzero.com
8. Non-Returnable Items / Exceptions
The following items are not eligible for return or refund:
- Opened refill packs
- Used items
- Items not in original condition
- Items missing packaging or parts
- Custom or personalized items
Incorrect Shipping Address Entered by Customer
Orders are shipped to the address entered by the customer at checkout.
We are not responsible for delays, losses, or delivery issues caused by incorrect or incomplete shipping information provided by the customer.
Once an order is marked as “Delivered” by the carrier, the order is considered fulfilled, and refunds will not be issued for address-related delivery issues caused by customer error.
If you are unsure whether your item qualifies for a return, please contact customer support before sending it back.
9. Warranty Policy
We provide a 1-year limited warranty covering manufacturing defects under normal use.
Warranty Coverage Includes:
- Defective products caused by manufacturing issues
- Free replacement for eligible warranty claims within 1 year
Important Shipping Responsibility:
Incorrect or incomplete shipping addresses provided by the customer are not covered under warranty or replacement policy.
If an order is returned, lost, or delivered to the wrong address due to incorrect address information entered at checkout, the customer will be responsible for placing a new order or paying additional reshipping fees.
Warranty Does Not Cover:
- Misuse or abuse
- customer-caused loss/disposal is not covered
- Accidental damage
- Unauthorized modifications
- Normal wear and tear
If your issue is not covered under warranty, please contact us and we will do our best to assist you with available solutions.
10. Customer Support
Support Hours
Monday – Friday, 10:00 AM – 7:00 PM (KST)
Support Page
Please have your:
- Name
- Order number
- Email address
- Photos/videos (if applicable)
ready when contacting support to help us assist you faster.
Always contact customer support before returning items, requesting exchanges, or submitting warranty claims. Keeping all original packaging and included parts will help speed up the process.