Cancellation policy

Overview

At Torus Pet, we want you and your pets to love your purchase. Because our products are used for pet hydration and come into contact with your pet’s mouth, we have specific guidelines to ensure safety, hygiene, and fairness for all customers.

Order Cancellations

Orders may be cancelled before they are shipped.

Once an order has been dispatched, it cannot be cancelled and will fall under our Returns Policy below.

Returns & Refunds

Unused Products

We accept returns of unused products within 30 days of delivery, provided that:

  • The product is unused
  • It is in original packaging
  • It is in resalable condition

Return shipping costs are the responsibility of the customer unless the item is faulty.

Used Products (Important)

Due to hygiene and safety reasons:

Products that have been used by pets cannot be returned or resold.

This includes any product that has been:

  • Filled with water
  • Used for drinking
  • Opened and exposed to pet use

This policy ensures the health and safety of all pets and customers.

Faulty or Defective Products

If your product is faulty, we will work with you to resolve the issue promptly.

To initiate a claim:

We may request additional information where necessary.

Resolution Process

Torus Pet will be given a reasonable opportunity to assess and resolve the issue, which may include:

  • Troubleshooting guidance
  • Replacement parts
  • Product replacement
  • Refund (if appropriate)

Warranty

Dispensers (Hardware)

All Torus Pet dispensers are covered by a 12-month limited warranty against manufacturing defects.

This warranty covers:

  • Faults in materials or workmanship under normal use

This warranty does not cover:

  • Misuse or improper handling
  • Normal wear and tear
  • Damage caused by accidents or modifications

Consumables (Filters, Cleaning Tablets, etc.)

Consumable products are not covered by warranty.

Due to their nature, consumables:

  • Are intended for regular replacement
  • Cannot be returned once opened or used

Shipping Damage

If your order arrives damaged:

  • Please contact us within 48 hours of delivery
  • Include photos of the packaging and product

We will resolve the issue as quickly as possible.

Non-Returnable Items

The following items are not eligible for return:

  • Used products
  • Opened consumables
  • Products not in original condition
  • Items damaged due to misuse

Consumer Rights (US Customers)

This policy is provided in addition to your rights under applicable consumer protection laws.

Nothing in this policy limits your rights where required by law.

Contact Us

If you have any questions or need support, we’re here to help:

support@toruspetglobal.com