Should you refuse to take delivery of your CatGenie at the time of its arrival, you will receive your credit minus any shipping costs incurred by PetNovations and a 20% handling charge. Once we receive the unit and it is examined and approved by our returns department, we will credit your account.
Our procedure is to process orders on the day the order is placed, in order to get customers their order as soon as possible. Should you decide to cancel your order, you must do so immediately. We will do our best to cancel the order before it ships, but we cannot guarantee that we can cancel an order once it is placed.
If the CatGenie arrives, do not refuse the order. See Refused Orders above.
To Cancel Your Order, you must call our Customer Support Department at 888-735-3927.
Do NOT email cancellation requests. You are responsible for any shipping charges incurred if your order ships and a 20% cancellation fee.
If you purchased your CatGenie from PetNovations and you would like to return it within the 90-day period, contact our Customer Support Department at 888-735-3927 for your RMA number. If you purchased your CatGenie from a source other than PetNovations you must contact that retailer for their return policy. PetNovations cannot accept returns purchased from other vendors.
Your returned CatGenie must have a PetNovations Return Authorization Number. A return will not be accepted without prior authorization. Return must be received within 30 days of the date the return authorization was issued, or a 20% handling charge will be charged.
In order to avoid damage in shipment, please make sure that your CatGenie is carefully packaged (its original packaging materials are best). Please discard any opened Washable Granules and SaniSolution Cartridges.
To receive a full credit, please clean your CatGenie before returning it to PetNovations. Units returned in damaged condition or with hair, debris or foul odor may receive partial credit at the discretion of PetNovations Inc. Please allow up to 10 business days for your return to be inspected and for accounting to issue your credit.
If you have purchased your CatGenie through a vendor other than PetNovations Inc., you must coordinate your return with that source and follow their product-return policy. Some retailers only offer a 30-day or 60- day return policy. Please make sure to review the source's return policy before making your purchase decision.
CatGenie VIC Money-Back Guarantee
If you and your cats are not completely satisfied for any reason you can return your VIC CatGenie for a full refund of the initial $159.99 ONLY at any time in the first 6 months--monthly payments after the first $159.99 payment is not refundable-- However, if this is within the first 60 days of purchase, Petnovations will provide 1 shipping label (for the VIC CatGenie only, in it's original packaging) free of charge.
All other policies and returns are subject to the customer following the stated Policy and Procedures above.