Warranty/Return Policy

 WARRANTY/RETURN POLICY  LIMITED WARRANTY

 

LIMITED WARRANTY

Hydrogroom, Inc warrants to the original purchaser only the items it manufactures. The new BIS Item is free from defects in material and workmanship. Any repairs or replacement resulting from the normal use, and the intended use that is due to faulty material and/or inferior workmanship will be repaired or replaced for one year to the original purchaser of the trolley or crate. Repair or replacement is at the sole discretion of Hydrogroom, Inc.

                                             WARRANTY ONLY VALID IN CONTINENTAL USA

For products currently under warranty shipping costs of replacement components, parts and/or trolleys, crates and /or tack boxes to Hydrogroom, Inc. is the responsibility of the purchaser. The return shipping charges for the repair or replacement trolley will be paid by Hydrogroom, Inc. back to the original purchaser. Customer is to cover all other shipping charges, if applicable.

The LIMITED WARRANTY does not cover:

  • claims resulting from variations in color, character, or finish between the online color samples & finished product
  • damage or other product problems that result from abuse and/or abnormal use, not folding the trolley properly and abuse to hinges on trolley, crates and tack boxes
  • damage caused by neglect to keep wheels nuts tight to avoid irreversible and untended wear and tear on trolley frame
  • there is NO guarantee or warranty for weight capacity in any size trolley or crate
  • there is NO guarantee on suitcases used to transport trolleys or any accessories
  • case contents, meaning anything living or nonliving inside or outside of the trolley or crate,  including the pet
  • wear and tear to handle grips, trolley skirts, travel bags, divider bags, wheels, & accessories               
  • damage caused by dogs/animals to any part of the trolley, inside or out including chewing, scratching, urine, etc.
  • damaged to trolley from weather conditions or acts of God or improper storage to warping of top, floor or dividers
  • damage to suitcase, trolley, crate or accessories caused by shipping transport company or airline
  • wobbling wheels are not defective. 
  • The BIS Trolley and Crate casters are designed for a low speed application. The casters feature Foam Filled wheels that have NO air in the tires, thus eliminating the possibility of the wheels going flat. Foam filled wheels may wobble due to the uneven weight distribution of pets and items inside the trolley and/or crate OR due to a light load OR due to the floor or surface conditions. These wheels are designed for heavy loads.

No statement by Seller or any person by words or action shall constitute a warranty by BIS/Hydrogroom, Inc. other than as described herein. There is no guarantee or warranty regarding implied weight capacity for any size trolley or crate.  

Shipping cost to and from BIS/Hydrogroom is the responsibility of the purchaser for all products out of warranty. BIS/Hydrogroom Inc will not be liable for any loss, damage or injury for the pet or the purchaser/user while using any of BIS/Hydrogroom, Inc products. There is no warranty written or implied for suitcases other than the warranty supplied by the suitcase manufacturer. You have purchased a quality BIS product from people who care about your satisfaction. It is your responsibility to use the product correctly. 

DISCLAIMER: 

Your purchase is a release of any and all liability on the usage of your trolley/crate. BIS/Hydrogroom, Inc. does not assume any risk, misfortune or harm to you or your pet regarding misuse of BIS products including weight limit capacity. BIS/Hydrogroom, Inc. trolleys are not designed for heavy, large, destructive or aggressive animals.

RETURN POLICY:

All sales are final. See * below. As a responsible retailer we cannot accept returned trolleys or crates due to Parvo Virus, parasites, worms, Giardia, mange, ringworm, kennel cough, canine influenza, etc. We cannot accept the responsibility should a used trolley or crate be contaminated. All BIS items are made to order and trade-ins are not accepted.

Once your order has been accepted and is in production, it cannot be canceled. If youIt CANNOT be cancelled. If you refuse an order, it will then fall the return policy. Roundtrip shipping cost will be deducted from the refund once BID is assured that the item was never opened and/or used. All canceled orders that are in production/paint production line will be charged the 25% cancellation fee.

All returned products must be in the original packaging, and in original condition. We cannot accept returns on items that have been used, modified, abused or misused as stated above. All return cost are the responsibility of the purchaser. 

SPECIAL ORDERS:

Any order that is not a standard item will be considered a special order. This  includes Extra Long, Extra Wide, Extra Tall or any configuration that is not a standard size. These items are specifically produced to fill your order, and are built specifically for your order at your request. A 50% deposit of the order amount is non-refundable should you cancel your order once production has begun.

IF YOUR ORDER ARRIVES DAMAGED:

We make every effort to package our products properly to resist damage during shipment. If your BIS product arrives damaged please refuse the order and/or contact BIS immediately. Take photos of the product, the packaging and the box. All of these will be needed to file a claim. Keep everything. Carriers May require that all be returned with the product for their examination.

BIS is dedicated to resolve the problem. Filing damage claims with carriers is time consuming and detailed. BIS will do their part as quickly as possible.It's our company mission to make your purchasing experience as pleasant, and stress free as possible to address the situation with a repair, replacement parts or a full replacement at their discretion as detailed above.