The short version. If your SmartCat S12 arrives damaged, arrives as the wrong item, or develops a fault, we will repair, replace or refund it at our cost. If you simply change your mind, or your cat does not take to it, we are not able to accept the unit back. Please measure your space and read the product page carefully before ordering.
Policy in short
| Situation | Accepted? | Who pays return shipping |
|---|---|---|
| Arrived damaged in transit | Yes | We do |
| Wrong item or wrong colour sent | Yes | We do |
| Functional fault under normal use | Yes — see warranty | We do |
| Changed your mind | No | — |
| Cat would not use it | No | — |
| Does not fit the space | No | — |
Change-of-mind returns
We do not offer change-of-mind returns. Once an order has been dispatched, we cannot accept the unit back because you no longer want it, because your cat did not adapt to it, or because it does not suit your space.
We are telling you this plainly because it should affect how you buy. Before ordering:
- Check the dimensions. The S12 is 53.5 cm wide, 40 cm deep and 55.5 cm tall (21.06 × 15.75 × 21.85 in). Measure the spot you have in mind.
- Check your cat. The unit is for cats six months or older weighing at least 3 lb (1.36 kg). Not every cat takes to an automatic litter box, and some never do.
- Check your litter. It needs clumping mineral or bentonite clay litter. Crystal and long-strip tofu litters are not compatible.
If anything is unclear, email support@globalswanky.com before you order. We would much rather answer a question than have you end up with a machine that does not suit you.
What we do accept
We will put things right, at our cost, where:
- The unit arrived damaged in transit.
- You received the wrong item, wrong colour or an incomplete order.
- The unit has a functional fault under normal household use — covered for 12 months by the limited warranty.
- The order was never delivered, subject to a carrier investigation.
In each of those cases you pay nothing: no return shipping, no restocking fee, no deductible.
How to make a claim
- Email support@globalswanky.com with your order number and a description of the problem.
- Include photographs, and for a functional fault a short video of the unit attempting a cycle. This is the single thing that most speeds up a claim.
- We reply within one business day. If the claim is valid we issue a Return Merchandise Authorisation (RMA) number and a prepaid return label, or ship a replacement part directly where that solves it faster.
- Write the RMA number clearly on the outside of the box before shipping.
Time limits. Report transit damage, a wrong item or a missing item within 7 days of delivery. Functional faults can be reported at any point during the 12-month warranty period.
Condition of returns
Where we have asked you to return a unit, please empty the waste drawer, remove all litter from the chamber and wipe the interior before packing it. We are not able to accept a unit returned with litter or waste inside, and it will be returned to you.
Include all parts: main unit, waste container, four support legs, power adapter and front entry step. The original box is safest, but any sturdy carton is fine.
Refunds
Where a refund is the agreed remedy, we inspect the returned unit within 3 business days of arrival and email you the outcome. Approved refunds go back to the original payment method within 5–10 business days of approval.
How quickly the money then appears is up to your bank or card issuer and is outside our control — most cards post within 3–5 business days, some take a full statement cycle.
Where the fault was ours, we refund the full amount you paid, including any shipping charge.
Cancelling an order
You can cancel any order that has not yet been dispatched, at no cost and for any reason. This is the point at which changing your mind costs you nothing, so if you are having second thoughts, email us immediately.
Most orders are dispatched within one business day, so the window is genuinely short. Once a parcel has been collected by the carrier we cannot recall it.
Damaged in transit
Inspect the parcel on arrival. If the outer carton is crushed, torn or water-damaged, photograph it before opening — that photograph is what supports the carrier claim.
Email the photographs to us within 7 days of delivery and we will arrange a replacement or a full refund and handle the carrier claim ourselves. You are not asked to deal with the carrier.
After the first 30 days
Functional faults remain covered for a full 12 months from delivery under our limited warranty. That covers the motor and rotation mechanism, the sensors and safety pedal, the control board and power adapter, and the moulded structural parts. Consumables and pet-caused damage are excluded.
Your statutory rights
Nothing in this policy limits your rights under applicable United States federal or state consumer law, including any implied warranty of merchantability or fitness for a particular purpose that cannot lawfully be excluded, and including any right you may have to reject goods that are faulty or not as described.
Some states give consumers additional cancellation or return rights in particular circumstances. Where the law in your state gives you more than this policy does, the law applies and we will honour it. This policy sets out our voluntary commitments; it does not and cannot override your legal rights.
This policy applies to purchases made directly from Global Swanky LLC. Items bought through a third-party marketplace or reseller are governed by that seller's policy.
Contact
Email support@globalswanky.com or call +1 929-255-1330. Support hours are Mon–Sat, 9:00 AM – 6:00 PM (EST).
Global Swanky LLC
5830 E 2nd St, Ste 7000 #36167
Casper, WY 82609
United States