Thomas Z.
Don't buy their products, they don't honoured warranty policy!!!
I buy Els Pet self cleaning cat litter box few weeks ago . At this moment litter box isn't working. I tried all troubleshooting procedures and nothing help. So approach the Support from Els Pet via email for help and advice. What was my surprise when I received a response from them. Instead of help and advice on how to solve the problem. I was told that if I didn't buy from their online store, my warranty is invalid. And they will not do anything about it. Really people??? So if I buy "S*NY" product elsewhere apart from their website they don't honoured warranty policy? Of course not. It's doesn't matter where you buy, as long as as its brand new, you as a company have responsibility to respect warranty. Any way from last week my cats using broken litter box and I need to clean after them manually like on old good days.
Response from els petSep 9, 2025
Dear Thomas Zakowicz, Thank you for taking the time to share your feedback, and we are truly sorry to hear about the frustrating experience you've had with your Els Pet litter box and our support team. We understand your disappointment completely. Our warranty policy, like many manufacturers, is structured to cover purchases made through our official website and authorized retailers. This is because we have no ability to verify the authenticity, condition, or terms of sale of products sold by third-party sellers on platforms like Amazon. We cannot guarantee that a product was purchased new, was not damaged during third-party fulfillment, or is a genuine Els Pet product unless it comes through our official channels. We sincerely apologize that this policy was not communicated to you with more empathy and clarity in your initial exchange. Our goal is always to help, and we regret that we fell short. While we are limited in providing direct warranty service for unauthorized purchases, we want to try and help you get a functioning product. We recommend: Contacting Amazon or the Seller: The third-party seller on Amazon is responsible for the product they sold and its warranty support. Amazon's A-to-Z Guarantee also protects customers in these situations. Please reach out to them for a refund or replacement. Providing Your Info to Us: If you can forward your proof of purchase (e.g., order ID, invoice) to us at [insert dedicated email address, e.g., [email protected]], we would be happy to verify if the seller is an authorized partner. If they are, we can immediately proceed with warranty support. If they are not, we can use this information to investigate the seller and offer troubleshooting advice to help get your unit working. We know your cats' comfort is the priority, and we hope this can be resolved quickly. We are here to assist within our available means. Thank you for giving our product a try, and we hope to have the opportunity to provide you with a better experience in the future.