Report a Warranty ClaimUpdated 6 days ago

Think your Flappie has a defect? Here’s how to report a warranty claim and what you’ll need.

Before you start

Sometimes a problem can be solved quickly without a warranty claim. Check these articles first to see if a quick fix helps:

• → Wi-Fi won’t connect
• → No videos in the app
• → Camera shows black or red tint
• → Flap won’t open or close

If the problem persists, report a warranty claim.

What you’ll need

• Order number (format: #12345 — found in your confirmation email)
• Email address used for your order
• Short description of the problem: What happens? Since when? When does it occur?
• Photos or video of the problem (you don’t need these right away — we’ll ask via email)
• Serial number if available (found in the app under Settings → Device Info, or on the inner part of the Flappie inside the tunnel)

How to report a warranty claim

1. Open the form at flappiedoors.com/returns
2. Select “My Flappie has a defect or malfunction”
3. Answer the questions — this helps our team assess your issue faster
4. You’ll receive a confirmation email — reply to it with photos or a short video
5. Our team will review your case and get back to you with next steps

Good to know

AI detection: Prey and facial recognition are provided “as is” and are continuously improved through updates and your feedback. Detection accuracy and software performance are not grounds for repair, replacement, or refund — instead, report detection errors directly in the app so the AI can learn.

Shipping costs: For confirmed defects, we’ll reimburse your documented shipping costs.

Shipping damage? If your Flappie arrived damaged, select “My Flappie was damaged during delivery” in the form. Please report the damage as soon as possible — ideally on the day of delivery.

⚠️ Important: Do not send your Flappie back before receiving written approval with an RMA number (return authorisation) from us. Shipments sent without prior written approval will not be accepted, will be returned at your cost, and will not be refunded.

Didn’t find your answer?
Email us at [email protected] or use the chat in the bottom right.