Sure Petcare US Return Policy

All Sure Petcare devices purchased directly from surepetcare.com (US) come with a 30-Day Happiness Guarantee. If for any reason you are unhappy with your purchase, you may return it within 30 days from the purchase date for a refund of your purchase price.

Products, including devices and accessories, must be returned in resalable condition, undamaged, with all original components in original packaging to qualify for a refund.

Our 30-Day Guarantee only applies to accessories that are returned unopened in original packaging within 30 days from date of purchase. Opened accessories do not qualify for a refund.

Our Return Process:

1. Use the Contact Us Form to submit a Support Case.
2. Once we approve the return, we will send a shipping label to your email.
3. Attach the label to your return box & ship back to us.
4. Receive your refund within 3-4 weeks from receipt of product.

Please note that Customer Support responses may take up to 4 business days.

To ensure that you receive communications regarding your case, please add us to your email address book:

• Support@surepetcare.com

What if I purchased Sure Petcare products from a 3rd party website?

We can only honor refunds for products that were purchased directly from Intervet Inc. (Trading as Sure Petcare) on our website: surepetcare.com or over the phone.

If you wish to return a Sure Petcare product purchased from another sales outlet, please contact the company from which you purchased the item to inquire about returning the item to them directly.

What if I want to return my product after the 30-Day Return Period?

Please refer to our Warranty to determine if your product qualifies for a return.

Get started on a return by clicking the button below.

For Retailers – Returns Policy

Warranty Replacements & Refunds for Authorized 3rd Party Retailer Purchases:

Sure Petcare honors their warranty policy for products purchased from Authorized 3rd Party Retailers. If a product is deemed both within warranty and eligible for replacement, the purchasing customer will be shipped either a replacement part or replacement product, free of charge to the purchasing customer by Sure Petcare at the discretion of Sure Petcare's Customer Service Team. View Sure Petcare’s full Warranty policy here: https://www.surepetcare.com/en-us/warranty.

If the product is under Warranty, has been declared eligible for full replacement by Sure Petcare, and the purchasing customer declines the replacement part or replacement product and instead requests a refund, the purchasing customer will be directed to the return policy of the Retailer from which they originally purchased. If the product falls within the 3rd-party Retailer's return policy, has been deemed eligible for Warranty replacement and is refunded by the 3rd party Retailer, the Retailer may return applicable devices to Merck Animal Health for credit per Appendix B, Terms and Conditions of Sale, Section E. Returned Goods Policy. Section 3 of the Returned Goods Policy will not apply to Sure Petcare products.

Returns for refund or credit for products not purchased directly from Intervet Inc. (Trading as Sure Petcare) on the Sure Petcare website: surepetcare.com, are managed by the individual Authorized 3rd-party Retailer. View Sure Petcare’s full return policy here: https://www.surepetcare.com/en-us/return-policy.

Customer Support and Troubleshooting for 3rd Party Retail Purchases:

Purchasing customers who purchase Sure Petcare products from an Authorized 3rd Party Retailer may contact Sure Petcare Customer Support for support with their products including troubleshooting, device setup and warranty replacements. Purchasing customers can contact Sure Petcare Customer Support by calling 1-855-477-9849, or submitting a support case online at https://www.surepetcare.com/en-us/support.