PETSCOSSET Warranty Policy

1. Warranty Period

All PETSCOSSET products purchased exclusively from our official website (petscosset.com) are covered by a 2-Year Limited Manufacturer’s Warranty starting from the date of delivery.

2. What is Covered?

This warranty covers all issues arising from defects in materials and workmanship under normal household use, including coverage related to delivery and transit, as well as quality issues during daily use. Specifically included are:

Delivery & Receipt-Related Issues

• Shipping Damage: Product damage or deformation sustained during transit.
• Missing Components: Any missing parts, hardware, or installation tools from the original packaging.
• Damaged on Arrival: Broken or cracked parts, malfunctioning hardware, or other defects present upon receipt.

Structural & Manufacturing Issues

• Structural Problems: Loosening, breakage, collapse, or other failures of the main structure (wood or metal frames) during normal use that render the product unsafe or unusable.
• Manufacturing Defects: Misaligned pre-drilled holes, poorly fitted components, or breakage, jamming, or malfunction of hardware (hinges, latches, screws, etc.) during normal use.
• Material Defects: Non-external wood cracking (beyond normal natural characteristics), rust or oxidation of metal parts (not caused by environmental corrosion), peeling surface coating, and similar issues.

Daily Use Coverage

• Functional Failures: Malfunction of functional components under normal use and not caused by human damage, including but not limited to malfunctioning pet doors, stuck drawer slides, deformed load-bearing parts, etc.
• Premature Failure: Early damage due to insufficient material durability under compliance with product instructions, such as deformation of wooden frames or bending of metal supports within a short period of use.

3. What is NOT Covered? (Exclusions)

If the product is damaged due to circumstances beyond our control (e.g., being hit by an object), we have spare parts available and will make every effort to assist you. Please be sure to contact us if such a situation occurs.

However, please note that the following situations are not covered by the warranty:

• Normal Wear and Tear: Minor cosmetic wear during daily use that does not affect the product's functionality.
• Natural Wood Characteristics: As wood is a natural material, minor checking (small cracks), knots, or slight color variations are normal and do not affect structural integrity.
• Improper Assembly: Damage caused by incorrect assembly, unauthorized modifications, or use of power tools that exceed the recommended torque.
• Misuse & Overloading: Use of the product for purposes other than intended, or exceeding the weight capacity specified in the manual.
• External Damages: Damage caused by accidents, third parties, pests, wildlife, pets, weather, or natural events.
• Indirect Losses: We are unable to replace or compensate for any indirect loss or damage to other items caused by product failure. However, we can assist you in repairing your PETSCOSSET product within the warranty period.

4. How to File a Claim

If you believe your product has a quality defect, please follow these steps to initiate a warranty claim:

• Contact Us: Send an email to our customer service at service@petscosset.com.
• Provide Details: Include your Order ID, Product Name, and a brief description of the issue.
• Upload Evidence: Attach clear photos/videos showing the defect or damage. For structural issues, please provide a photo of the entire unit and a close-up of the affected area.

5. Remedies

Upon verification of a valid warranty claim, PETSCOSSET will, at its sole discretion, provide one of the following solutions:

• Replacement Parts: We will ship the necessary components or hardware free of charge.
• Full Replacement: If the product is severely damaged or irreparable, we will send a brand-new unit.
• Partial Refund: For minor cosmetic defects that do not affect use, a partial refund may be offered if the customer chooses to keep the item.