Warranty Policy

Warranty and Returns Policy

At Pineapple Pets PH, we stand behind the quality of our smart pet products. To ensure customer satisfaction, we offer the following warranty and returns policy:

1. Warranty Coverage

  • We provide a 1-year local warranty for all smart pet products purchased from us.
  • The warranty covers factory defects and electronic malfunctions that may occur under normal use conditions.
  • If you experience any issues with your product, please bring it to our Customer Service Center for inspection.

2. Warranty Conditions

  • Proof of Purchase: Customers must present valid proof of purchase, such as a receipt, invoice, or order confirmation.
  • Inspection Requirements: Please collect and provide photo and video documentation upon receiving and unboxing the product as part of the warranty claim process.
  • If the product is inspected and found to have been damaged or tampered with by the customer, the warranty may be voided.

3. Product Preparation for Service Center

  • Thorough Cleaning: Before bringing the product to our service center, it must be thoroughly cleaned. If the item is deemed excessively dirty, a cleaning fee ranging from ₱500 to ₱1,500 will be charged, depending on the level of dirtiness.
  • Labeling: The product must be labeled using tape with your Name, Contact Number, and Date of Purchase clearly written.

4. Repair Services

  • If the issue is not covered by the warranty, we offer repair services for all smart pet products, provided that the necessary parts are available.
  • Repair Timeframe: Repairs may take anywhere from 7 to 30 days depending on the availability of parts. We will be constantly communicating with you during this period.
  • Service Location: All repairs will be done at our Customer Service Center in San Juan City as we currently do not offer roving technician services for home repairs.

5. For Customers in Provincial Areas

  • If you are located outside our service area, and your product is still under warranty, we may send you the replacement part along with video instructions for self-installation.
  • For out-of-warranty products, you will need to purchase the replacement part.

6. Returns Policy

  • If the product is found to have a factory defect upon delivery, customers may return the item to our Customer Service Center for an inspection.
  • The item will be checked to confirm the issue. If a defect is confirmed, we will repair or replace the product according to our warranty terms.

7. Exclusions

  • The warranty does not cover damages caused by:
    • Improper handling or misuse of the product
    • Unauthorized repairs or modifications
    • Accidental damage, neglect, or normal wear and tear

8. Contact Information

For any inquiries regarding warranty claims, repairs, or replacements, please contact our Customer Service Center or email us at pineapplepetsph@gmail.com or Viber us for faster communication.