RETURN & REFUND POLICY

Last updated: April 24, 2026

PETKIT is committed to providing a confident and risk-free shopping experience. If your product does not meet expectations, you may request a return within thirty (30) calendar days of delivery for eligible items.

To ensure smooth processing, all returns must comply with the conditions below.

 

Order Cancellation

  • Orders may be canceled before shipment by contacting PETKIT support.
  • If the order has not been processed, a full refund will be issued.
  • If the order is already in processing or preparing for shipment, a small fee may be deducted from the refund amount to cover the costs incurred during the interception of the order.
  • Once the order has shipped, it cannot be canceled. It must follow the return process below.

 

30-Day Return & Refund Guarantee

You may request a return within 30 days of delivery for most PETKIT products.

Return shipping costs are the responsibility of the customer unless the return is due to a verified product quality issue.

Return Method Options

Depending on your return condition, you may choose:

  • Using original packaging
    • You may request a PETKIT return shipping label
    • Return shipping cost will be deducted from your refund
  • Without original shipping packaging
    • You must arrange return shipping independently
    • PETKIT cannot provide a return label in this case

 

Return Conditions

To ensure product safety and hygiene, the following conditions apply:

Product Condition

  • All returns must include the product, accessories, manuals, and all original components
  • Products missing parts may be subject to partial refund deductions or rejection

Cleaning Requirement

  • Products must be cleaned and reasonably sanitized before return
  • Returns received in unclean condition may incur a cleaning fee (up to $50) deducted from refund

 

Non-Returnable Items

For hygiene and safety reasons, certain items are not eligible for return or refund once opened or used:

  • Cat litter (all types)
  • Consumable products, including but not limited to:
    • Purifying liquid refills
    • Filters
    • Desiccants
    • Trash bags
  • Hygiene-related accessories that have been used, including but not limited to:
    • Cat litter mats
    • Pet brushes
    • Toys

To be eligible for a return, these items must be unused, unopened, and in their original sealed packaging.

 

Shipping & Return Costs

  • Customers are responsible for return shipping unless the product is defective or damaged upon arrival
  • Orders shipped outside the contiguous 48 states may incur additional return logistics costs
  • Original shipping fees are non-refundable unless otherwise stated

If a return is initiated due to a confirmed product quality issue, PETKIT will cover the return shipping cost.

 

Refund Processing

Once your returned item is received and inspected:

  • We will process and issue a refund to your original payment method within 7-10 business days after receiving the returned merchandise.
  • Once the refund is issued, your bank, credit card company, or payment processor is responsible for applying the funds to your account according to their processing timelines.
  • Refunds can only be issued to the original payment method used at checkout.

You will receive an email confirmation once the refund has been processed.

 

Refund Deductions & Adjustments

The following may affect your refund amount:

  • Return shipping fees (if label is provided)
  • Original shipping costs (non-refundable unless quality issue)
  • Cleaning fee (if applicable)
  • Missing accessories or components (deducted at retail value)
  • For approved returns requested beyond the 30-day return window, a depreciation fee may apply based on product condition, usage, and time elapsed since delivery

 

Product Quality Issues

If your product arrives defective or damaged:

  • Please contact support@petkit.com within 48 hours of delivery
  • Provide photos or videos of the issue
  • Once verified, PETKIT will provide a prepaid return label

We may work with carriers for inspection or claims when necessary.