RETURN & REFUND POLICY
PETKIT is dedicated to ensuring customer satisfaction. If our products don’t meet your expectations, you can easily return them within thirty (30) days for a refund. You only need to cover the cost of return shipping.
Cancellation
PETKIT accepts an order cancellation before the product is shipped. If the order is canceled, you will get a full refund.
If the order has already been processed, a small fee may be deducted from the refund amount to cover the costs incurred during the interception of the order.
We cannot cancel the order if the product has already been shipped. If your order has shipped, we will refund your payment as soon as we have received and inspected the returned item(s). Please note that the return shipping cost will be the customer’s responsibility and will be deducted from the refund amount. After the return is approved, we will process refunds within fourteen (14) business days.
30-Day Money-Back Guarantee
You may return your units within thirty (30) days for any reason, and only the return shipping costs will be your responsibility.
You have the option to either arrange the return shipment yourself or we can provide a return shipping label for you, with the charge deducted from your refund.
Return shipping from areas beyond the contiguous 48 states may result in additional shipping charges.
Cat litter is not eligible for returns or refunds. Opened purifying liquid refills, desiccants, filters, and trash bags, as well as used cat litter mats, pet brushes, and toys, are not returnable or refundable.
Returns must include all accessories.
PETKIT will bear the shipping costs for product quality problems. Customers will need to pay for shipping on returns unrelated to product quality.
All products should be cleaned prior to return. Units returned in unclean conditions may be charged a $50 cleaning fee deducted from your refund.
Returns may be rejected if the product does not meet the above requirements.
Refunds will be issued within 7–10 business days of Petkit receiving the device. For customers who paid with debit or credit cards, it may take up to 30 days for the refunds to be processed.
If you’ve purchased your Petkit product through a third-party retailer, you must coordinate the return directly with that retailer.
Instruction
For product quality issues, please email RETURN@PETKIT.COM to initiate a return process. Once confirmed, we will provide you with a prepaid return shipping label. Please ensure that ALL RETURNS ARE SHIPPED TO PETKIT'S DESIGNATED RETURN ADDRESS.
Refunds (if applicable)
All returned products must include the original packaging, all accessories, user manuals, and quick-start guides. Used products that are missing any items from the original package will not be eligible for a refund.
Once your return is received and inspected, we will email you a notification of receipt and inform you whether your refund request has been approved or denied. If approved, your refund will be processed within 3–5 business days, and the amount will be credited automatically to your original payment method (e.g., credit card, PayPal, or other payment methods) according to the standard processing timeframe.
After receiving a refund notification, please review it carefully. If the refunded amount does not appear in your account within 3–10 business days, please contact your bank and provide the transaction ID from your refund notice so they can trace the payment. If you do not have the notification message, contact us to obtain your transaction ID number. Please note that any further follow-up regarding the transfer must be handled directly through your bank, as we are unable to contact them or expedite the transaction.
Please note:
For orders with free shipping, the customer is responsible only for the return shipping costs, which will be deducted from the refund amount.
For orders without free shipping, the original shipping fee paid at checkout is non-refundable, and the customer is also responsible for the return shipping cost, which will be deducted from the remaining refund amount.
All refund recipients will receive an email confirmation for their records.
If a package is returned to our warehouse due to an incomplete address or other reasons, and we are unable to contact the customer after three attempts, a refund will be issued with the round-trip shipping costs deducted, as reshipment cannot be arranged. To avoid any delays or complications, please ensure that your shipping information is accurate.