Refund policy

Last Updated: May 1, 2026

Scope: This policy applies to customers within the European Union and European Economic Area (EEA) purchasing from the PETKIT Europe official website (www.petkit-eu.com). It is drafted in accordance with the EU Consumer Rights Directive (Directive 2011/83/EU) and related regulations.

1. Order Cancellation
You may cancel your order at any time before the product is shipped.
* Refund Amount: As the transaction fee (6.5%) charged by third-party payment platforms (e.g., Shopify Payments, PayPal) is a non-refundable operational cost, we will refund 93.5% of the order amount.
* Processing Time: Refunds will be processed within 1–3 business days. The actual arrival time depends on your card-issuing bank or payment provider's processing cycle.
* After Shipping: Once the goods have been dispatched, the order cannot be canceled. If you wish to return the item, please refer to the "14-Day Right of Withdrawal" below.

2. 14-Day Right of Withdrawal (Statutory Right)
Under EU law, you have a period of 14 calendar days from the day you (or a third party indicated by you) physically receive the goods to withdraw from the contract without giving any reason.
2.1 Conditions for Returns
To qualify for a full refund (excluding shipping and handling fees), the item must be in a resalable, new condition:
* Unused: Must be unused, with no pet hair, odors, or stains.
* Packaging: Must include the original packaging, labels, manuals, and all accessories.
* Activation: Must not be activated/bound to the PETKIT App and must not have extended warranty registered.
2.2 Deductions from Refunds
If the value of the goods has diminished due to your handling (beyond what is necessary to establish the nature, characteristics, and functioning of the goods), the following fees will be deducted:

⚠️ Exception: In cases of defective or incorrect items (see Section 4), PETKIT will cover return shipping costs, and the above deductions will not apply.
2.3 Refund Timeline
Once we receive and inspect the returned goods, we will initiate the refund within 1–3 business days. Please allow an additional 2–10 business days for the funds to appear in your account, depending on your financial institution.

3. Non-returnable Items
For reasons of hygiene, safety, and copyright, the following items are not eligible for withdrawal:
* Consumables: Opened filters, cat litter, cleaning fluids, deodorant capsules, etc.
* Hygiene Products: Opened or used water fountains, food bowls, or litter boxes (even if cleaned, traces of use prevent a full refund).
* Time Limit: Items returned more than 14 days after receipt.
* Customized/Digital: Products where the serial number has been activated or extended warranty registered (unless defective).
* Exception: Hygiene products that remain unopened and in their original vacuum-sealed packaging may be returned.

4. Defective or Incorrect Items
If you receive a product that is faulty or incorrect, please contact us at service@petkit-eu.com within 3 days of receipt, providing your order number and clear photo/video evidence.
* Cost Coverage: We will provide a prepaid return label, issue a full refund (including original shipping costs), and waive the 6.5% payment processing fee.
* Exchange: Where stock permits, we will prioritize sending you a replacement unit.

5. Return Process
* Contact Us: Email service@petkit-eu.com with your order number, SKU, and reason for return.
* Await Approval: Do not send items back without authorization. We will review your request and provide a Return Merchandise Authorization (RMA) number and warehouse address.
* Ship Back: Once approved, purchase a shipping label and send the item back. We strongly recommend retaining your tracking number.
* Inspection & Refund: Upon receipt and verification of the goods, our finance department will process the refund according to the deduction rules.

6. Undeliverable Packages
If a package is returned to our warehouse due to an incorrect address provided by the customer or failure to collect:
* We will contact you to arrange reshipping (reshipping fees apply).
* If we cannot reach you or you decline reshipping, we will process a refund minus the actual round-trip logistics costs and the 6.5% payment processing fee.

7. Your Statutory Rights
This policy does not affect your statutory rights as an EU consumer. Under the Directive on the Sale of Goods (Directive 2019/771/EU), you are entitled to goods that are in conformity with the contract. If the goods have hidden defects, the legal guarantee period (typically 2 years) prevails over this commercial return policy.
7.1 Exclusions from the 2-Year Legal Warranty
The following circumstances are not covered by the 2-year statutory warranty:
* Physical damage caused by misuse, drops, or crushing.
* Water damage (exceeding the product's stated waterproof/splash-proof rating).
* Failure caused by using chargers, power adapters, or non-original third-party accessories not compliant with the user manual.
* Unauthorized disassembly, modification, jailbreaking, or repair attempts.
* Normal wear and tear during the product's life cycle (e.g., normal aging of charging ports, sensor contacts, or button surfaces).
If you are unsure whether damage constitutes a quality defect, please contact us, and we will assist you in determining the cause.

Contact Us:
PETKIT Europe Customer Service
Email: service@petkit-eu.com
Website: www.petkit-eu.com