Refund & Return Policy

Last Updated: August 28, 2026

Scope:
This Refund & Return Policy applies to EU consumers who purchase products through the official PETKIT Europe website (www.petkit-eu.com).

1. Order Cancellation

Consumers may request to cancel an order at any time before it has been shipped.

Once the order is cancelled, the refund will be handled as follows:

• Refund Amount: As third-party payment platforms such as Shopify Payments and PayPal charge a 6.5% transaction fee, which is a non-refundable operating cost, we will refund 93.5% of the order amount.
• Processing Time: Refunds are generally initiated within 1–3 business days. The actual time for the funds to reach the consumer's account depends on the processing time of the consumer's bank, card issuer, or payment service provider.
• After Shipping: Once the goods have been shipped, the order can no longer be handled as a pre-shipment cancellation. If the consumer wishes to withdraw from the purchase or return the goods, please refer to the “14-Day Statutory Right of Withdrawal” below.

2. 14-Day Statutory Right of Withdrawal

Consumers may withdraw from the order and return the goods within 14 calendar days after receiving them, without giving any reason, except for products excluded from the right of withdrawal under Section 3 of this policy.

The withdrawal period is 14 calendar days from the date the goods are delivered.

2.1 How to Request a Withdrawal

Consumers should clearly notify PETKIT Europe of their decision to withdraw and return the goods within 14 days after receiving them.

Consumers may email:

service@petkit-eu.com

We recommend providing the following information:

• Order number;
• Name of the product(s) to be returned.

If an online withdrawal function is available on the website, consumers may also submit the request through that function.

2.2 Deadline for Returning the Goods

Once the withdrawal request has been confirmed, consumers should return the goods as soon as possible and no later than 14 calendar days after sending the withdrawal notice.

Consumers should not send the goods to the PETKIT Europe office address or any other non-designated address without prior confirmation.

PETKIT Europe will provide the applicable return address and relevant return instructions after reviewing the return request.

Consumers should keep the shipping receipt and tracking information.

2.3 Condition of Returned Goods

The goods must first meet the return eligibility requirements set out in Section 3.

For eligible returns, consumers should keep the goods in good and complete condition and, as far as possible, suitable for resale, including:

• Retaining the original packaging;
• Retaining the original labels, manuals, and all accessories;
• Avoiding obvious pet hair, odors, stains, or significant signs of use;
• Avoiding damage to the product or accessories caused by improper handling;
• If the device has been linked to the PETKIT App, removing the account binding where possible and restoring the device to an appropriate condition before return.

If a consumer's handling of the goods goes beyond what is reasonably necessary for inspection and causes an actual reduction in the value of the goods, PETKIT Europe may assess the condition and deduct an appropriate amount in accordance with Section 4.

3. Products Not Eligible for No-Reason Returns

The following products are not eligible for the 14-day no-reason return right based on their nature.

3.1 Consumable Products

The following consumable products are not eligible for no-reason returns if they have been opened or used, including but not limited to:

• Filters;
• Cat litter;
• Cleaning solutions;
• Deodorizing capsules;
• Other products with hygiene-related or consumable characteristics.

Products that remain unopened and in their original sealed condition are excluded from this restriction.

3.2 Hygiene Products

Products that are not suitable for resale for health protection or hygiene reasons may not be eligible for no-reason returns if they were originally supplied with a hygiene seal, vacuum-sealed packaging, or similar hygiene protection and the relevant seal or packaging has been opened after delivery.

This includes, but is not limited to:

• Water fountains;
• Food bowls;
• Litter boxes;
• Parts or components that come into direct contact with pet drinking water, food, or waste.

If the above products have had their hygiene seal removed and have actually been used, they may no longer be suitable for resale for hygiene reasons. Accordingly, such products are not eligible for no-reason returns, even if they have been cleaned.

If the goods remain unopened and the original hygiene seal or vacuum-sealed packaging remains intact, a return may be requested in accordance with this policy.

3.3 Returns Outside the Applicable Period

Products for which a withdrawal request has not been submitted within the applicable statutory period will no longer qualify for the 14-day no-reason withdrawal right.

3.4 Other Ineligible Products

Customized products, personalized products, and other products that fall within applicable exceptions to the right of withdrawal will be handled in accordance with the applicable rules.

If a consumer returns a product that is not eligible for return without prior authorization, PETKIT Europe reserves the right to refuse acceptance and return the product to the consumer, with the related shipping costs borne by the consumer; or, with the consumer's confirmation, to handle the product in another appropriate manner without issuing a refund.

4. Refund Deductions and Diminished Product Value

This section applies only to products that were originally eligible for return.

If the value of an eligible product has been reduced due to reasons attributable to the consumer, such as damaged packaging, missing accessories, obvious signs of use, contamination, or other conditions affecting resale value, the following amounts may be deducted from the refund:

4.1 Assessment of Diminished Product Value

Product depreciation or handling fees are not calculated using a fixed percentage or minimum amount.

The actual deduction will be assessed based on the condition of the returned product, including but not limited to:

• The extent of damage to the outer packaging;
• Whether the product has scratches, stains, odors, or other obvious signs of use;
• Whether there is pet hair or other hygiene-related contamination;
• Whether all original accessories are included;
• Whether manuals, power adapters, power cables, or other accessories are missing;
• Whether the product can be restored to a normal resalable condition;
• The extent to which the product's resale value has been affected.

If a diminished-value deduction applies, PETKIT Europe will determine a reasonable amount based on the warehouse inspection results.

The diminished-value rule applies only to products that were originally eligible for return but whose value has been reduced due to the consumer's handling, use, or storage.

For products expressly excluded from no-reason returns under Section 3, the consumer's willingness to accept a diminished-value deduction does not mean that PETKIT Europe is required to accept the return.

5. Return Shipping Costs and Transportation Risk

For returns not related to a product quality issue, consumers must arrange the return shipment themselves and are responsible for the shipping costs incurred in returning the goods to the designated return address, as well as the transportation risks associated with the logistics provider they choose.

If any of the following occurs during return transportation, the related responsibility and any claim should generally be handled by the consumer directly with the selected logistics provider:

• The product is damaged in transit;
• The return parcel is lost in transit;
• Tracking information shows the parcel as delivered, but the PETKIT Europe warehouse has not actually received it;
• Other transportation issues arising from the return logistics service selected by the consumer.

If the tracking information shows that the goods have been delivered but the PETKIT Europe warehouse confirms that the return has not actually been received, the consumer should contact the logistics provider directly to investigate or make a claim.

For returns not related to a product quality issue, consumers are also responsible for:

• The shipping costs incurred in returning the goods to the designated return address;
• The applicable delivery costs already incurred by PETKIT Europe when shipping the original order.

PETKIT Europe recommends that consumers:

• Use a shipping service with tracking;
• Package the goods carefully and securely;
• Keep the shipping receipt and complete tracking information;
• Use a shipping service with appropriate transportation protection or insurance for high-value products.

Damage caused by inadequate packaging, damage during return transportation, or loss of the return parcel may affect the final refund amount or may result in no refund being issued.

6. Refund Processing Time

Once PETKIT Europe receives the returned goods, the goods will be inspected.

The inspection may include:

• Product model and serial information;
• External condition of the product;
• Completeness of accessories;
• Condition of the packaging;
• Hygiene condition;
• Signs of use;
• Whether there has been an actual reduction in value;
• Whether the product meets the return eligibility requirements under this policy.

After the inspection is completed, PETKIT Europe will generally initiate the refund within 1–3 business days.

It may take an additional 2–10 business days for the funds to appear in the consumer's account, depending on the processing times of the consumer's bank, credit card issuer, PayPal, or other payment service provider.

7. Defective, Incorrect, or Shipping-Damaged Products

If a consumer receives a product that:

• Has a quality issue;
• Is the wrong product;
• Has obvious shipping damage;
• Is missing important accessories,

the consumer should contact PETKIT Europe as soon as possible at:

service@petkit-eu.com

To help PETKIT Europe verify and process the issue quickly, consumers are encouraged to contact us within 3 days of receipt, where possible, and provide:

• Order number;
• Product name;
• Description of the issue;
• Clear photos or videos;
• If shipping damage is involved, photos of the outer packaging and the shipping label.

The above 3-day period is intended only to help PETKIT Europe promptly verify shipping damage, incorrect deliveries, or obvious product issues. It does not affect any statutory rights the consumer may have in relation to product quality.

If the issue is confirmed to be a product quality issue, an incorrect shipment, or shipping damage for which PETKIT Europe is responsible:

• PETKIT Europe will cover reasonable return shipping costs;
• The 6.5% payment processing fee will not be deducted;
• No product depreciation or handling fee will be deducted.

Depending on the circumstances, PETKIT Europe will provide an appropriate solution, including:

• Replacement;
• Repair;
• Refund;
• Or another applicable after-sales solution.

If a refund is provided, PETKIT Europe will refund the relevant product amount and any applicable original delivery costs based on the circumstances.

8. Return Process

Step 1: Contact Customer Service

Consumers should email:

service@petkit-eu.com

and provide:

• Order number;
• Product name;
• Reason for return;
• If the issue concerns the product, relevant photos, videos, and a photo of the shipping label.

Step 2: Await Return Approval

Consumers should not send the product back without prior confirmation.

PETKIT Europe will review the return request and, where applicable, provide:

• Return confirmation;
• Return address;
• Necessary return instructions;
• An RMA or other return identification information, where applicable.

Step 3: Return the Product

After receiving return confirmation, consumers should send the goods back in accordance with the address and instructions provided by PETKIT Europe.

For returns not related to a product quality issue, consumers must purchase the return shipping label themselves.

Consumers are advised to keep the tracking number and shipping receipt.

Step 4: Warehouse Inspection

Once the warehouse receives the returned goods, the product condition and return eligibility will be inspected in accordance with this policy.

Step 5: Refund or Other After-Sales Resolution

After the inspection is completed, PETKIT Europe will process the refund, replacement, or other after-sales matter based on the actual condition of the product, this policy, and the applicable rules.

9. Incorrect Address, Uncollected Parcels, or Undeliverable Packages

If a package cannot be successfully delivered and is returned because the consumer provided an incorrect, incomplete, or otherwise undeliverable address, or because the consumer did not collect the parcel in time:

• If the consumer requests reshipment, the consumer will be responsible for the applicable reshipping fee;
• If the consumer chooses not to have the order reshipped, or if PETKIT Europe is unable to contact the consumer, the refund will be handled based on the actual circumstances of the order.

Where applicable, the following amounts may be deducted from the refund:

• The actual round-trip shipping costs incurred due to reasons attributable to the consumer;
• The 6.5% payment processing fee.

If the delivery failure was not caused by the consumer, for example due to an error by the logistics provider or incorrect shipping information provided by PETKIT Europe, the related reasonable costs will be borne by PETKIT Europe.

10. Circumstances Not Considered Product Quality Defects

The following issues caused by the consumer's use, accidents, or external factors are generally not considered product quality defects:

• Physical damage caused by misuse, dropping, impact, or crushing;
• Water damage exceeding the product's stated waterproof or splash-resistant rating;
• Damage caused by failure to use the product in accordance with the user manual;
• Failures caused by chargers, power adapters, or third-party accessories that do not meet the required specifications;
• Damage caused by unauthorized disassembly, modification, firmware flashing, firmware modification, or repair;
• Normal wear and tear arising from ordinary use;
• Damage caused by pet chewing, scratching, impact, or other external factors.

For example, reasonable aging of charging ports, sensor contacts, button surfaces, and similar components during long-term normal use is generally considered normal wear and tear rather than a product quality defect.

If a consumer is unsure whether a particular issue constitutes a product quality defect, the consumer may contact PETKIT Europe for assistance in assessing the situation.

11. Other Matters

For matters not expressly covered by this policy, both parties may communicate based on the specific circumstances and seek a mutually agreed solution in accordance with the applicable rules.

Contact Us

PETKIT Europe Customer Service

Email: service@petkit-eu.com

Website: www.petkit-eu.com