FAQ

Return policy

We accept refunds within 30 days of purchase for items that are returned in brand new, unused condition. Items must be in their original packaging and accompanied by proof of purchase. Refunds will be issued to the original form of payment once the return is received and inspected.

Please ensure that all return parcels are clearly labelled with your name, order number, and any other relevant details to allow for prompt and accurate processing.

For further return instructions, including where to send the item and details regarding our Terms & Conditions, please contact us via email. info@dementiashop.com.au

Our team will be happy to assist you with the return process and provide any additional information you may need.

Warranty policy

We offer a one-year warranty from the original order date. This warranty covers eligible replacements for products that are found to have manufacturing defects under normal use.

To submit a warranty claim, please contact us via email info@dementiashop.com.au and include a video demonstrating the issue, along with any additional relevant details about the problem. Once all required information has been received, our team will review the claim and provide you with the next steps.

Before contacting us, please review our troubleshooting section to see if there are any steps you can take at home to resolve the issue.

Trouble shooting doc to add 

  • Simple music players/Aurthur bears 
  • Companion pets  
  • Meta cats 

 

MetaCat Smart Interactive Robotic Cat – Troubleshooting Guide 

 

Issue 

Possible Cause 

Troubleshooting Steps 

MetaCat does not respond or move 

Low battery or system needs reset 

• Fully charge MetaCat using the supplied USB-C cable before use. 
• Turn the switch to OFF, wait 10 seconds, then switch back to ON. 
• Ensure voice commands are spoken clearly. 

Tail, head, or eyes not moving 

Obstruction or temporary mechanical glitch 

• Check for any obstructions or tangled fur around moving parts. 
• Power off the unit, wait 10 seconds, then power back on. 
• Ensure the battery is sufficiently charged. 

No sound or interaction 

Device muted or low battery 

• Confirm the switch is set to ON and not MUTE or OFF. 
• Fully charge the unit and try again. 

Touch sensors not responding 

Sensor area blocked or battery low 

• Gently touch interactive areas such as the head, chin, or back. 
• Ensure sensor areas are clean and free from dirt or debris. 
• Restart the unit and ensure it is fully charged. 

Charging issues 

Cable or power source issue 

• Use only the supplied USB-C charging cable. 
• Ensure the cable and power source are securely connected. 
• Allow sufficient time for a full charge before use. 

 

If the problem persists after following the steps above, please send us a photo or video showing the issue along with a brief description of what’s happening. This helps us assess the situation and provide the next steps for support or replacement. Info@dementiashop.com.au 

 

Companion Pups – Troubleshooting Guide 

 

Issue 

Possible Cause 

Recommended Steps 

Pup does not respond to touch or movement 

May not be powered, or sensor not activated 

• Ensure batteries are installed correctly and have sufficient power.  
• Gently pet the recognised areas (back of the head, sides) to activate motion response.  

• Check for any obstructions or tangled fur around moving parts. 

• Power off the unit, wait 10 seconds, then power back on. 

 

No sound (barking or response noises) 

Low battery or sound muted 

• Replace with fresh “C” cell batteries if sounds are absent.  
• Confirm the product isn’t simply in a low-interaction mode or on mute, it may only respond when touched or spoken to.  

Pup appears to stay asleep or inactive 

Inactivity timeout 

• Companion Pups are designed to “sleep” when not interacted with and will “wake” when motion or touch is detected.  
• Approach and gently touch or speak to the pup to trigger interaction.  

Unexpected noises or inconsistent responses 

Sensor trigger or product state 

• Remove and re-insert batteries to reset sensors and interaction patterns.  
• Ensure nothing is unintentionally activating the motion sensors 

 

If the problem persists after following the steps above, please send us a photo or video showing the issue along with a brief description of what’s happening. This helps us assess the situation and provide the next steps for support or replacement. Info@dementiashop.com.au 

Troubleshooting  Common Issues & Solutions with Koto Simple Music Player 

 

Symptom / Issue 

Possible Cause 

Solution / Check 

No sound / “dead” - nothing happens when lid lifted 

Device not powered / unplugged / no mains power 

Check power cord is plugged in and supply working; check mains outlet. 

 

Volume set to very low 

Confirm correct volume, only adjustable via hidden control under unit; try re-adjusting with pencil/ object held 5 sec. 

 

No files / unsupported format / upload error 

Ensure music files are in MP3 format (or other supported — per instructions). Delete and re-upload playlist if required.  

All tracks sound wrong / distorted / too quiet / too loud 

Volume incorrectly set, or speaker issue 

Re-set volume properly. Try different MP3 files. Check speaker physical integrity. 

Music doesn’t start or playlist not recognised by computer 

Player plugged into computer while also powered from mains 

Ensure player is disconnected from mains power before plugging into computer for upload.  

Uploaded songs won’t play (or leftover old songs after delete) 

File system issue, incorrect formatting 

Reformat/fully reset the player as MS-DOS / FAT (FAT32), then copy all the music again.  

User accidentally changes volume / volume disappears 

If volume control is accessible incorrectly 

Remind carers/ installers: volume should be set in advance using the hidden buttons. 

Speaker not working but headphones port ok (or vice versa) 

Hardware or connection issue 

Test headphones; if headphones work but speaker doesn’t, suspect speaker or grille damage. Consider contacting supplier/ support. 

Device doesn’t respond to lid flip but responds to skip button (or vice versa) 

Mechanical fault / hinge or internal switch fault 

Gently test lid mechanism and check for obstructions. If persists escalate to service/ warranty support. Info@dementiashop.com.au 

NDIS & quoting

To request a quote for an Aged Care or NDIS client, please email us with the products you are interested in, including any required colour selections. Additionally, provide the client’s full name, delivery address, billing information and email for the tracking number of the parcel, to ensure we can prepare an accurate and timely quote. Once all details are received, our team will review the request and respond accordingly.

If you wish to submit the quote directly through the NDIS (such as via PRODA) or be submitted by us, please indicate this in your email. In addition, include the client’s date of birth and NDIS number to allow us to process the request correctly.

Information required

  • Client’s full name
  • Delivery address
  • Billing information
  • Email for the tracking number of the parcel

For more info or assistance, You may email info@dementiashop.com.au or contact us.