Smart Care — Warranty & Protection for Smart Pet Products
Smart Care
Australia's premium protection plan for smart pet technology. Local repair, extended coverage, and priority support — all backed by Petso's service team.
Local RepairSydney & Melbourne
2 Years IncludedEvery Purchase
Priority Support5-Day Diagnosis
15% OffConsumables
Smart Care — Included with Every Purchase
All smart products purchased from Petso include Smart Care — a comprehensive 2-year warranty covering manufacturing defects and malfunctions, with local repair service in Sydney and Melbourne. No registration required. No extra cost.
Smart Care Plus — Extend Your Coverage
Want peace of mind beyond 2 years? Smart Care Plus extends your warranty coverage on top of the included 2-year Smart Care period. You are purchasing additional years of protection — it is that simple.
| Feature | Smart Care (Included Free) | Smart Care Plus (Paid Extension) |
|---|---|---|
| Coverage Duration | 2 Years from delivery date | +1 or +2 additional years (3 or 4 years total) |
| Local Repair Service | ✓ Sydney & Melbourne | ✓ Sydney & Melbourne |
| Defects & Malfunctions | ✓ Parts & Labor covered | ✓ Parts & Labor covered |
| Shipping (Claims) | Customer pays shipping (or Petso ships DIY parts free) |
✓ Free 2-way shipping (max 2 claims total during Plus period) |
| Diagnostic Response | Standard queue (7–14 business days) | ✓ Priority: 5 business days after receipt |
| Consumables Discount | ✗ None | ✓ 15% ongoing discount on filters, bags, solutions |
| Paid Repair Discount | ✗ Standard pricing | ✓ 10% off all out-of-warranty repair tiers |
| Purchase Window | Automatic — no action needed | Must purchase within 30 days of delivery |
Smart Care Plus — Pricing
Smart Care Plus extends your coverage beyond the included 2-year Smart Care period. Choose how many additional years of protection you want.
Smart Litter Boxes
Covers: PETKIT Pura Max 2.0, Purobot MAX PRO 2.0, Purobot Ultra AI, Purobot Crystal Duo, CATLINK Open X, Scoop Robot Pro, Scooper Young, Scooper Luxury Pro X, Scooper Standard Pro, Ultra PRO
+1 Year
(2yr Smart Care + 1yr extension)
+2 Years
(2yr Smart Care + 2yr extension)
Smart Feeders
Covers: PETKIT YumShare Solo, YumShare Dual-Hopper, YumShare Dual-Hopper 2, Fresh Element SOLO, CATLINK F04 Fresh 2
+1 Year
(2yr Smart Care + 1yr extension)
+2 Years
(2yr Smart Care + 2yr extension)
Smart Water Fountains
Covers: PETKIT Eversweet SOLO SE, Eversweet SOLO 2, Eversweet 3 Pro, Eversweet 3 Pro UVC, Eversweet Max, Eversweet Max 2, Eversweet Max 2 UVC
+1 Year
(2yr Smart Care + 1yr extension)
+2 Years
(2yr Smart Care + 2yr extension)
Warranty on Repairs & Replacements
Transparency is important to us. The following rules apply to all products serviced by Petso.
In-Warranty Repairs
Repairs under your active coverage do not reset or extend the original coverage period. Your product continues under the remaining duration of your plan.
The specific component repaired is guaranteed for a minimum of 90 days from the date of return, or the remainder of your original coverage — whichever is longer.
Replacement Units
If a device cannot be repaired and a replacement unit is provided, the replacement continues on the remaining original coverage period (subject to the 90-day minimum). It does not receive a new full warranty.
Out-of-Warranty Paid Repairs
The specific repaired component is covered for 90 days from the date of return (same fault only). If a different component fails within that period, it is a separate issue requiring its own assessment.
Out-of-Warranty Paid Repair Service
If your smart product is no longer covered by warranty, Petso offers a transparent, flat-rate repair service using genuine manufacturer parts. All prices include parts and labor — no hidden costs.
Smart Litter Boxes (PETKIT & CATLINK)
| Tier | Price | Smart Care Plus Price | Typical Issues |
|---|---|---|---|
| Tier 1 — Minor | $79 | $71 | Power adapter, sensor recalibration, curtain light sensor, filter board clips, magnets, cylinder mat, deodorizer module, firmware fix |
| Tier 2 — Standard | $149 | $134 | Cylinder replacement, sifter, motor, spray device, anti-pinch cables, camera module |
| Tier 3 — Major | $249 | $224 | Base unit (mainboard + housing), PCB/control board, multi-component rebuild |
Smart Feeders (PETKIT & CATLINK)
| Tier | Price | Smart Care Plus Price | Typical Issues |
|---|---|---|---|
| Tier 1 — Minor | $59 | $53 | Power adapter, WiFi module, sensor recalibration, tag reader |
| Tier 2 — Standard | $99 | $89 | Impeller/propeller, food container, motor, pump |
If feeder repair cost exceeds $99, we recommend purchasing a replacement unit instead.
Smart Water Fountains (PETKIT & CATLINK)
| Tier | Price | Smart Care Plus Price | Typical Issues |
|---|---|---|---|
| Tier 1 — Minor | $49 | $44 | Pump replacement, power adapter, sensor, WiFi module |
If fountain repair cost exceeds $49, we recommend purchasing a replacement unit instead.
What Is NOT Covered
To maintain the quality of our service, the following conditions are excluded from Smart Care coverage (both Free and Plus tiers):
- Normal Wear and Tear: Cosmetic damage, scratches, dents, or natural degradation that does not affect functionality.
- Consumables: Items designed to be replaced regularly — carbon filters, waste bags, deodorizing liquids, litter mats, and similar items. (Plus members receive 15% off these items.)
- Unauthorized Modifications: Products opened, altered, repaired, or modified by anyone other than Petso's authorized technicians.
- Severe Neglect: Damage from extreme lack of maintenance, such as severe liquid damage from failing to empty waste drawers, or pest infestations.
- Accidental Damage: Drops, spills, power surges, pet-inflicted damage (e.g., chewed cords), or intentional damage.
- Non-Petso Purchases: Products not originally purchased from Petso (petso.com.au).
- Altered Serial Numbers: Products with removed, defaced, or altered serial numbers.
How to Make a Claim
Experiencing an issue with your smart product? Follow these steps:
-
Gather Information
Have your Petso order number, product serial number (found in the app or on the device), and a short video or photo of the issue ready. -
Contact Support
Email our dedicated smart tech team at smartcare@petso.com.au or use the live chat on our website. Mention your Smart Care plan. -
Remote Troubleshooting
Our team will guide you through basic troubleshooting. Many app, sensor, or connectivity issues can be resolved remotely without sending the device in. -
Choose Your Repair Option
If physical repair is needed, you have three options:- Drop-off: Bring the unit to our Sydney or Melbourne service center.
- Ship-in: Send the unit to us. Plus members receive a prepaid shipping label; Smart Care customers pay their own postage.
- DIY Parts: We ship the replacement part directly to you with remote guidance for self-installation (ideal for regional customers).
-
Diagnosis & Repair
Our technicians diagnose the issue (within 5 business days for Plus members), document the fault, repair the specific component, and return the unit to you.
Frequently Asked Questions
When can I purchase Smart Care Plus?
Smart Care Plus must be purchased within 30 days of receiving your product. After this window, the option is no longer available for that device.
Can I transfer Smart Care if I sell my device?
Yes, Smart Care is transferable to a new owner. Contact us with the new owner's details and we will update the records at no charge.
What happens if my product cannot be repaired?
If repair is not possible, we will provide a replacement unit of the same model. The replacement continues on your remaining coverage period (it does not receive a new full warranty).
Do I need to register my product separately?
No. Your Petso order confirmation serves as proof of purchase and plan activation. Smart Care is automatically applied to all eligible smart product orders.
Is there a limit on the number of claims?
There is no limit on warranty claims during your coverage period, subject to fair use. For Plus members, free 2-way shipping is limited to a maximum of 2 claims total during your Plus coverage period.
What about firmware updates and app connectivity issues?
Smart Care includes support for firmware updates, app connectivity, and WiFi troubleshooting. Our team can often resolve these issues remotely without requiring a physical repair.
Does a repair reset my warranty period?
No. Repairs do not reset or extend your original coverage period. The product continues under the remaining duration of your plan. The repaired component receives a minimum 90-day guarantee.
How is the 15% consumables discount applied?
Plus members are automatically tagged in our system. The 15% discount applies automatically at checkout on all eligible consumable products (filters, waste bags, deodorizing solutions, etc.).
What exactly am I paying for with Smart Care Plus?
You are paying for additional years of warranty coverage beyond the included 2-year Smart Care period. For example, if you purchase "+1 Year" for $99 on a litter box, your total warranty coverage becomes 3 years. If you purchase "+2 Years" for $199, your total coverage becomes 4 years. You also receive free 2-way shipping on claims, priority diagnosis, 15% off consumables, and 10% off any future paid repairs.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
The benefits provided by Smart Care and Smart Care Plus are in addition to any rights and remedies available to you under the Australian Consumer Law. Nothing in this policy limits or replaces your statutory rights.
