Refund policy

Critter Guard Limited Warranty

Critter Guard offers a full price refund for our products for a period of one (1) year (365 days) from date of sale if customer is not able to install the product or if the product is defective (i.e., not as ordered, need to exchange the product for a different product, or missing items). To initiate a return/refund, Critter Guard must receive a written notice to sales@critterguard.org stating the reason for the return (or warranty claim) and purchase date.  In the case of a missing or damaged/defective product, Critter Guard will remedy the error with a replacement product at no cost to the customer.  In the case of an inability to install the product, customer should return the product at their expense.  Improper installation or failed installation that results in damage to the products are specifically not covered and are the responsibility of the installer. Eligibility for warranty refund or replacement must be confirmed in writing by an authorized Critter Guard representative either by the return of the faulty product to Critter Guard for physical inspection or by photographic evidence sent electronically to Critter Guard.  This warranty excludes damage incurred in shipping. If shipping damage is indicated (only applies where shipping costs were included in the invoice), customer agrees to photographically document the damage at the time of receipt of the shipment.

The company’s liability for the damaged or defective product is limited to the value of the product sale only. No consequential or incidental claims will be accepted, including claims of improper installation or damage caused by improper installation. This warranty does not cover natural disasters, storm damage, and other Force Majeur events.

Returns/Refunds Frequently Asked Questions

Do you accept returns?

Yes, we accept returns for defective and non-defective products. Defective products are defined as those where the product is not as advertised on Critter Guard’s website, or where the components are clearly broken or otherwise unsuitable for use.

Non-defective products are those where, prior to installation, the customer either changed their mind and no longer wants/needs the product or ordered or received the wrong item from Critter Guard.

Do you accept exchanges?

Yes, we accept exchanges for different Critter Guard products if the wrong product was ordered and the purchased product is still in new condition.

Is there a restocking fee?

There is no cost for restocking.

Who pays for return shipping?

The customer is responsible for paying to return a non-defective product for a refund.

However, in the case of a defective product, Critter Guard will handle any return shipping fees as needed.

What’s the typical refund processing time for  the customer to receive a refund?

Once the product has been received and inspected, the refund is issued within four days.