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Warranty Policy

1. Warranty Coverage

PETKIT Store aims to provide high-quality pet products designed to support the comfort, health, and well-being of pets.

Eligible products purchased through our authorised sales channels may be covered by a limited warranty against manufacturing defects for the warranty period specified on the product page, product packaging, or purchase documentation.

Warranty coverage may vary depending on the product category and manufacturer. Unless expressly stated otherwise, accessories, replacement parts, consumables, and other items subject to normal wear and tear are not covered by the product warranty.

Products purchased from unauthorised sellers or third-party channels may not be eligible for warranty service through PETKIT Store.

2. Warranty Disclaimer

This warranty does not cover damage caused by accidents, misuse, abuse, improper installation or operation, negligence, lack of reasonable care, unauthorised repairs or modifications, or other external causes.

PETKIT Store shall not be responsible for indirect, incidental, special, or consequential damages arising from the use or inability to use a product, to the extent permitted by applicable law.

Nothing in this policy is intended to exclude or limit any consumer rights that cannot legally be excluded under applicable law.

3. Warranty Claim Process

To submit a warranty claim, customers may be required to provide the following information:

  • Valid proof of purchase, such as an order confirmation or sales invoice.
  • The product name, model number, and serial number, where applicable.
  • A clear description of the issue or reported defect.
  • Clear photographs or videos demonstrating the defect, where requested.
  • The defective product for inspection, if required by PETKIT Store or the manufacturer.

Our support team will review the submitted information and advise the customer on the next steps.

If a product is required for inspection, customers must follow the return instructions and timeframe provided by our support team. Failure to provide the required product or returning an incorrect item may affect warranty eligibility.

4. Valid Proof of Purchase

Acceptable proof of purchase may include:

  • An order number for purchases made through our official online store.
  • A valid sales invoice or receipt.
  • Payment confirmation or delivery confirmation, if additional verification is required.

Additional documentation may be requested when necessary to verify the purchase and warranty eligibility.

5. Shipping Costs

Customers may be responsible for shipping costs in certain circumstances, subject to applicable law and the terms of the relevant manufacturer warranty, including:

  • Warranty claims for products taken outside their original country of purchase.
  • Products reported as defective but found to be functioning correctly after inspection.
  • International shipping of defective products.
  • Returns sent without prior approval or outside the authorised warranty process.

Any applicable shipping charges and return instructions will be communicated to the customer before the return is arranged.

6. What This Warranty Does Not Cover

Unless otherwise required by applicable law or expressly covered by the manufacturer's warranty, warranty coverage does not apply to:

  • Products submitted without sufficient proof of purchase.
  • Products with altered, removed, or illegible model or serial numbers, where applicable.
  • Lost or stolen products.
  • Products outside their applicable warranty period.
  • Damage caused by misuse, neglect, accidents, or improper handling.
  • Damage caused by unauthorised repairs, modifications, or alterations.
  • Damage caused by abnormal voltage, electrical faults, fire, flooding, natural disasters, or transportation, where not covered by the applicable warranty.
  • Normal wear and tear or deterioration from regular use.
  • Consumables, replacement parts, and accessories excluded by the manufacturer.
  • Cosmetic damage that does not affect product functionality, unless otherwise covered by law or the applicable warranty.
  • Free promotional items or gifts, unless a warranty is expressly provided.
  • Products purchased through unauthorised sellers, where the manufacturer's warranty does not apply.

For electronic pet products, including automatic feeders, water fountains, pet cameras, and other smart pet devices, warranty eligibility will depend on the product's specific warranty terms.

7. Warranty Period and Consumer Rights

The applicable warranty period will be determined by the product listing, purchase documentation, and the manufacturer's warranty terms.

This policy is subject to applicable consumer-protection laws in the country where the purchase is made. Nothing in this policy limits any statutory rights available to customers.

8. Need Assistance?

If you have questions about warranty coverage, a defective product, or the warranty claim process, please contact our customer support team.

Email: support@petkit.com