Warranty: Check coverage and make a claim
What the warranty covers
Section titled “What the warranty covers”FluentPet offers a 2-year warranty on all FluentPet branded products, including the Connect Base and Connect Buttons. The warranty covers any manufacturing defects from the date of your purchase. It is the same in every country.
Transfer the warranty to a new owner
Section titled “Transfer the warranty to a new owner”The warranty is transferable, so you can make a claim on a product you received from someone else. To make a claim, provide two of these details from the original order: the original purchaser’s name, the order number, the email address or the shipping address. We use them to confirm the FluentPet order.
Products bought from a reseller or on Amazon
Section titled “Products bought from a reseller or on Amazon”If you bought from one of our authorized resellers, attach a copy of your receipt when you email or chat with us. For Amazon orders, provide the order number and the name on the order.
What the warranty does not cover
Section titled “What the warranty does not cover”- Purchases from non-authorized resellers are not covered under the warranty.
- The warranty does not extend to the coin cell batteries in buttons (CR2430 and LR44), normal wear and tear, or damage resulting from biting, scratching, liquid exposure or extreme environmental conditions.
- A warranty replacement does not restart the 2-year warranty.
Make a warranty claim
Section titled “Make a warranty claim”To make a warranty claim, contact FluentPet support by email or chat.
Send a video or photo of the problem
Section titled “Send a video or photo of the problem”For issues with buttons or a Connect Base, the first step of the warranty process is to send a video that shows how the buttons or Base in your claim behave when they are recorded or pressed. This is quicker than sending the products back to confirm the problem.
- Connect claims: For a Connect Base or Connect Button, make sure the video shows the Base LED and the Button, and describe what the app shows.
- Large videos: If the video is too large to attach, upload it to a file-sharing service such as Google Drive and share the link.
For HexTile claims, include both the front and the back of the HexTile, as a photo or a video.
Include your order details
Section titled “Include your order details”Include your order number and the email address you used to place the order. Also include your current shipping address, so we know where to send your replacements.
We aim to answer every message within 24 hours on business days. If you do not see a reply, check your spam folder.
Returns and the 365-Day Success Guarantee
Section titled “Returns and the 365-Day Success Guarantee”A warranty claim is for manufacturing defects. To return an order, see Orders: Return an order for a refund. For the paid guarantee on kits, see Orders: Use the 365-Day Success Guarantee.