RETURN & REFUND POLICY

Last updated: June 5, 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 being processed or prepared for shipment, a handling fee may be deducted from the refund amount to cover costs incurred in attempting to intercept the shipment.

Once an order has shipped, it cannot be canceled and must follow the return process outlined below.

 

30-Day Return & Refund Guarantee

Most PETKIT products may be returned within thirty (30) calendar days of delivery.

To initiate a return, customers must first contact PETKIT Customer Support and submit a return request.

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

 

Return Request Review Process

After a return request is submitted, PETKIT may require additional information, including but not limited to:

  • Photos or videos of the product
  • Product serial number (SN)
  • PETKIT App account information
  • Proof of purchase
  • Troubleshooting results
  • Packaging information

This information may be required to:

  • Verify ownership and return eligibility
  • Assess reported product issues
  • Determine whether a return qualifies as a quality-related return
  • Identify the appropriate return method and shipping arrangement

Once the review is completed, PETKIT will provide return authorization and detailed return instructions.

Returns shipped without prior authorization may be delayed, refused, or deemed ineligible for refund processing.

 

Return Authorization Requirement

All returns require prior authorization from PETKIT.

Customers must wait to receive return authorization and return instructions before shipping any merchandise.

PETKIT is not responsible for packages returned without authorization, returned to an incorrect address, or returned contrary to provided return instructions.

Unauthorized returns may experience processing delays or may be rejected.

 

Return Method Options

After return authorization is approved, customers may choose one of the following return methods depending on product condition and packaging availability.

  • Using Original Packaging
    • Customers may request a PETKIT return shipping label after return authorization is issued.
    • For non-quality-related returns, the return shipping cost may be deducted from the refund amount.
  • Without Original Packaging
    • Customers may arrange return shipping independently after receiving return authorization and return instructions.
    • PETKIT may be unable to provide a return shipping label when original packaging is unavailable.

 

Return Conditions

To ensure product safety and hygiene, all returns must meet the following requirements.

Product Condition

  • The returned package must include the product, accessories, manuals, and all original components.
  • Products returned with missing items may be subject to refund deductions or may be refused.

Cleaning Requirement

  • Products must be emptied, cleaned, and reasonably sanitized before return.
  • Returns received in excessively dirty or unsanitary condition may incur a cleaning fee of up to $50, which will be deducted from the refund.

 

Non-Returnable Items

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

  • Cat litter (all types)
  • Purifying liquid refills
  • Filters
  • Desiccants
  • Trash bags
  • Used litter mats
  • Used pet brushes
  • Used toys
  • Other hygiene-sensitive consumables and accessories
  • To qualify for return, these products must be unused, unopened, and remain in their original sealed packaging.

 

Shipping & Return Costs

  • Customers are responsible for return shipping costs unless the return is due to a verified product quality issue.
  • Orders shipped outside the contiguous United States may incur additional return logistics charges.
  • Original shipping charges are non-refundable unless otherwise required by law or due to a verified product quality issue.
  • If a quality-related return is approved, PETKIT will cover the return shipping cost.

 

Wrong Address, Delivery Issues & Returns to Warehouse

Customers are responsible for providing a complete and accurate shipping address at checkout.

If a package is returned to PETKIT due to:

  • An incomplete or incorrect shipping address provided by the customer
  • Failed delivery attempts by the carrier
  • Refusal of delivery by the recipient
  • Carrier hold expiration
  • Return-to-sender events beyond PETKIT's control

PETKIT will attempt to contact the customer to arrange reshipment.

If reshipment is requested, additional shipping charges may apply.

If reshipment is not possible, declined by the customer, or the customer cannot be reached after reasonable attempts to establish contact, PETKIT may issue a refund for the order.

Any refund issued under these circumstances may be reduced by:

  • Original outbound shipping costs
  • Return shipping charges incurred by PETKIT
  • Additional carrier fees associated with the return

 

Product Quality Issues

If a customer believes a product is defective, malfunctioning, damaged during shipment, or otherwise fails to perform as intended, the customer should contact PETKIT Support as soon as possible and provide supporting information.

PETKIT may request:

  • Photos
  • Videos
  • Product serial number
  • Diagnostic information
  • Troubleshooting results
  • Additional documentation reasonably necessary to evaluate the reported issue

Once the reported quality issue is verified, PETKIT will provide return authorization, return instructions, and a prepaid return shipping label where applicable.

If the requested information is not provided, PETKIT may be unable to complete the quality assessment or determine eligibility for quality-related return benefits.

 

Refund Processing

Once an authorized return is received and inspected by PETKIT, refunds will be processed according to the following terms.

  • 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 deductions may apply where permitted:

  • Return shipping fees for non-quality-related returns (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

PETKIT reserves the right to adjust refund amounts based on the condition of the returned merchandise and compliance with this policy.

 

Third-Party Purchases

If your PETKIT product was purchased through an authorized retailer, distributor, marketplace, or third-party seller, return and refund requests must be handled directly through the original seller in accordance with that seller's policies.

PETKIT may provide technical support for eligible products but cannot authorize refunds, returns, or exchanges for purchases made through third-party sales channels.

 

Final Notes

  • PETKIT reserves the right to deny any return request that does not comply with this policy.
  • All approved returns must be shipped only to the return address designated by PETKIT.
  • Return authorization and return instructions must be obtained before shipping any merchandise.
  • Unauthorized returns may be refused, delayed, or deemed ineligible for refund processing.
  • PETKIT reserves the right to investigate claims involving suspected abuse, fraud, chargeback misuse, or violations of this policy.
  • Nothing in this policy limits any consumer rights that may apply under applicable law.

Contact Us

For return requests, warranty support, or refund inquiries, please contact us.