Product Region Lock Statement

What is Region Locking?

Starting from January 2024, PetSnowy will implement region locking for its internet-connected products. This means products will be restricted to specific areas to prevent the distribution of unauthorized goods.

What are Unauthorized Goods?

Unauthorized goods refer to all products purchased from sources other than the "official Hong Kong website (https://petsnowy.hk/) or PetSnowy official Tmall store(http://nuoxue.tmall.com/)."

What issues might arise if I purchase from a non-official Hong Kong website?

The products cannot be traced, raising safety concerns.

Voltage compatibility is not guaranteed, leading to potential product damage from incorrect voltage.

If a malfunction occurs, consultation is not available, and we cannot assist.

If the product fails, it cannot be replaced or repaired through official channels, and no warranty benefits apply.

Connectivity and remote operation functions are unavailable, such as remote cleaning, deodorization, and monitoring of the cat litter box status, or remote feeding via an automatic feeder.

Will products purchased previously as unauthorized goods still work, or will they eventually stop working?

To protect the rights of legitimate consumers, we cannot guarantee that previously purchased unauthorized goods will remain unaffected in the future.

Will the region locking policy affect consumers who purchase legitimate products? For example, can these products be taken abroad without issues?

No, as long as you purchase from authorized sellers, all functions will work normally, and the products can operate and connect to the internet in other regions or countries without any issues.

What are the warranty and after-sales service procedures for purchasing genuine products from the official Hong Kong website?

If you encounter any issues with products purchased from PetSnowy official sales channel, please contact our customer service via Tmall and provide the following details:

The product's serial number (SN).

A photo of the warranty card (if no warranty card is available, provide the order number instead). After verification by our customer service, you will receive full warranty service.

For products within the 12-month warranty period (excluding human or pet-induced damage or malfunction), if the product cannot be repaired or has defects, it will be directly replaced, with no charge for shipping or parts during this period.

For products beyond the 12-month warranty period, you must pay for return shipping. After sending back the product, we will provide a product inspection, and customer service will provide a repair quote for your confirmation before proceeding with repairs.

If I previously purchased unauthorized goods, can I ask agents or authorized sellers for repairs?

Products purchased through unauthorized channels cannot have their quality assured, so agents and authorized sellers do not offer repair services. Consumers must contact the original seller for assistance.

Alternatively, please contact support@petsnowy.com for processing.