If BrilliantPad isn't working out, contact us within 30 days of delivery and return the machine for a refund of the purchase price.
Contact us within 30 days of delivery for a Return Merchandise Authorization (RMA) and return the machine for a refund. Our team is here to help first — most training problems are solved with a short call, and if you're actively working with our training team we'll extend your return window.
For dogs regularly using traditional potty pads at the time of purchase: if your dog hasn't transitioned within 2 weeks despite following our 3-step transition method, contact us and we'll make it right — including a refund under the 30-day guarantee. Doesn't apply to new puppies, dogs that haven't used pads in the last 6 months, or non-dog animals.
Contact us at (312) 348-7915 or support@brilliantpad.com for an RMA. Returns without an RMA cannot be accepted.
Ship the machine using the pre-paid label we provide.
Refunds are issued to the original payment method. Return shipping costs are deducted from the refund. No restocking fees.
Roll sales are final once opened. Unopened, unused rolls in original packaging may be returned within 30 days; customer pays return shipping.
We're unable to accept returns from customers outside the United States.
Returns on opened, used machines are honored when BrilliantPad was a fit to begin with: a puppy under 6 months, or a dog regularly using traditional potty pads when you ordered. A recent receipt for pads, a subscription, or photos of your pad setup all count as proof.
Unopened machines: the 30-day money back guarantee applies regardless.