When you submit a warranty claim, we follow a step-by-step process to resolve the issue.
Step 1: Fill in the warranty claim form
You fill in a warranty claim via the warranty request form. To complete this form, you need the following information:
- A copy of the purchase receipt indicating the purchase date.
- A photo or video showcasing the issue you're experiencing with the product.
- The product serial number, if available. Click here if you need help finding the production number on your InnoPet product.
Step 2: Claim assessment
If the claim falls within the factory warranty, we will assess the situation. In most cases, the relevant part will be replaced. We will send this part directly to you from our end.
Step 3: Replacement of the entire item
If we determine that it's necessary to replace the entire product, we will proceed accordingly. However, we will need to receive the old model. Therefore, we'll request you to send it directly to us. InnoPet will always cover the shipping costs for this.
Our aim is to swiftly and efficiently resolve your warranty claim, and we're here to support you throughout the process.