Warranty Policy
YES4PETS Customer Satisfaction & Warranty Policy
At YES4PETS, we are committed to ensuring our customers are completely satisfied with their purchase. We encourage all customers to review this policy before making a purchase and to inspect their goods immediately upon delivery or collection to confirm they meet expectations in quality and description.
Consumer Guarantees & Your Rights Under Australian Consumer Law
This policy does not replace or exclude any rights you have under the Australian Consumer Law (ACL). If you believe your purchase does not meet one or more consumer guarantees, you may be entitled to a remedy:
- Major Failure: You are entitled to a replacement or refund for a major failure.
- Minor Failure: If the issue does not amount to a major failure, you are entitled to have the goods repaired or parts replaced. At our discretion, we may offer a partial refund, replacement parts, or repair as a resolution.
Product Warranty
Our products come with a manufacturer’s defect warranty period ranging from 1 to 12 months, depending on the product and assessed on a case-by-case basis.
All pet water fountains come with a 3-month manufacturer's warranty, subject to the following maintenance conditions:
• Filters must be replaced regularly as recommended
• Pump must be cleaned regularly as recommended
If the above maintenance requirements are not met, the warranty period will be reduced to 1 month from the date of purchase.
Reporting Arrival Damages
Customers should inspect goods promptly upon delivery and report any visible transit or arrival damage within 2 business days, where reasonably possible.
If damage is found, do not assemble, install or use the item. Please keep the item in its original condition and retain the original packaging for assessment.
If the item has been assembled, used or modified before the damage is reported, we may be unable to verify or accept the issue as arrival or transit damage.
Failure to report within 2 business days does not exclude or limit any rights or remedies available under the Australian Consumer Law (ACL).
Warranty Exclusions
The warranty does not cover:
- Damage caused by negligence, improper use, or physical damage due to misuse.
- Any physical damage incurred during use caused by an external factor and not attributable to a manufacturing defect.
- Damage that is not considered a manufacturing defect.
- Rust on metal products, as it is a natural occurrence over time.
- General wear and tear
- Timber cracks, as they may develop naturally over time.
Assessment and Inspection
We are entitled to assess the product before providing a remedy. Depending on the nature of the reported issue, we may request photographs, videos, troubleshooting information or return of the product for inspection.
An assessment is conducted to determine the cause of the issue, whether the product fails to meet a consumer guarantee, and whether the failure is major or minor.
If, after assessment, the product is found not to have a defect or failure covered by the ACL or our voluntary warranty, for example where the issue results from misuse, incorrect assembly, accidental or physical damage, normal wear and tear or another excluded cause, we may require the customer to pay reasonable inspection, collection and/or return delivery costs. Where applicable, we will provide a reasonable estimate of these costs before collecting the product.
For any warranty-related inquiries, please contact our customer support team at support@yes4pets.com.au