Return & Refund
We hope you are satisfied with your purchase. However, if the product purchased from petkitshop does not meet your expectations and wish to return the product for a refund, please read the following information and click to obtain the information.
We accept product returns. The customer has the right to apply for a return within 30 days after receiving the product.
Returns (if applicable)
Pet Supplies that can be returned/returned within 30 days after receipt must meet the following conditions:
- Your item must be unused and in the same state as the received item.
- Include all original packaging and accessories (including all warranty cards and product manuals/instructions)
- We need a receipt or proof of purchase, please do not return the purchased product to the manufacturer.
- The damaged item is damaged/broken or twisted upon arrival.
- The received product size/color is incorrect.
Items that have been opened and used are considered non-refundable, and 30 days after receiving the product, they are considered non-refundable.
Please note that all returns must be in their original condition and packaged intact.
- If the buyer meets the above requirements, please send an email to [email protected] to contact us
- Send us the reason for the refund and evidence of damage to the product (picture or video).
- We will check after receiving the email.
- If the situation is true, we will send you an email and notify you of the refund information.
- If you need to return the goods, please return according to the requirements of the return policy. We check the product.
- Refund by original payment method.
Ideally, pictures/videos should be clear, focused, and should be taken at close range under good lighting conditions. This allows us to identify and verify the problem. We will try our best to help you. Thank you for providing all the above information. We will deal with it as soon as possible.
Refund (if applicable)
A114, Dongze Building, No. 24, East Tsinghua Road, Qinghu Community, Longhua Street, Longhua District
After receiving and checking your return order information, we will send you the refund information via email. It may take up to 20 working days after you return the item to receive the refund (in many cases, you will receive the refund as soon as possible). Will be returned to your original payment account.
Delay or omission of refund (if any):
If you have not received a refund, please check your bank account again.
Then contact your credit card company, it may take some time to officially issue a refund.
Next, please contact your bank. Refunds usually take some processing time.
If you have completed all of these operations but still have not received a refund, please contact us at [email protected].
Return shipping fee:
If the problem is caused by petkitshop and the product you received is wrong, please return the product that cannot be opened in the same package you received and provide a copy of the invoice. After receiving the return, we will ship the correct product for you without paying additional shipping costs.
If you ordered the product by mistake or are not satisfied with the product, you can return the product for a full refund, and all shipping costs or other costs related to the order will be borne by you.
What if the ordered item is defective, incorrect or damaged?
Please contact our customer service team within 7 days after the order delivery date. To speed up, please provide product photos. To ensure your legal rights.
How long does the return process take?
Due to the large daily order volume, it may take up to 7 working days from the date we receive the returned product. We will notify you via email to confirm that your return order has been processed.
Depending on your location, the arrival time of the replacement product may vary. Please consider using a traceable transportation service or purchasing transportation insurance.
We accept order cancellation before the product leaves the factory or ships. If the order is cancelled, you will get a full refund. If the product has already been shipped, we cannot cancel the order.
If you have any questions, you can contact our customer service at [email protected]. Or call (+86)15770687104 and we will provide comprehensive after-sales service.