Refund Policy

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.

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.

We accept returns of unused products within 30 days of delivery, provided the product is:

• Unused
• In original packaging
• In resalable condition

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

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, or opened and exposed to pet use.

If your product is faulty, contact us at hello@toruspetglobal.com with a description of the issue and clear photos or video. We may request additional information.

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)

All Torus Pet dispensers are covered by a 12-month limited warranty against manufacturing defects, covering faults in materials or workmanship under normal use. The warranty does not cover misuse, normal wear and tear, or accidental damage.

Consumable products (filters, cleaning tablets, etc.) are not covered by warranty. They are intended for regular replacement and cannot be returned once opened or used.

We aim to ship orders within two (2) working days of payment. Time frames are estimates only. Once shipped, orders cannot be cancelled. We are not responsible for lost goods when left unsigned at the customer's request.

If your order arrives damaged, contact us within 48 hours of delivery with photos of the packaging and product.

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

If you haven't received a refund within 72 hours of Torus Pet confirming it, contact your bank first. If still unresolved, contact us at hello@toruspetglobal.com.

Only regular priced items may be refunded. Sale items cannot be refunded.

hello@toruspetglobal.com — Governed by the laws of New Zealand.