Refund & Return Policy

Last Updated: August 28, 2026

Scope:
This Refund & Return Policy applies to customers who purchase products through the official PETKIT Mexico website (www.petkit.com.mx).

1. Order Cancellation

You may request to cancel your order 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 your account depends on your 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 you wish to withdraw from the purchase or return the goods, please refer to the “5-Business-Day Statutory Right of Withdrawal” below.

2. 5-Business-Day Statutory Right of Withdrawal

Under the relevant provisions of Mexico’s Federal Consumer Protection Law (Ley Federal de Protección al Consumidor, LFPC), you have a statutory right of withdrawal for eligible remote, indirect, or non-physical-store transactions.

The withdrawal period is 5 business days from the date the goods are delivered.

2.1 How to Request a Withdrawal

You should notify us of your decision to withdraw within the applicable statutory period in a manner that can be documented.

You may email us at:

service@petkit.com.mx

We recommend providing the following information:

• Order number;
• Name of the product(s) you wish to return.

If an online return or withdrawal function is available on our website, you may also submit your request through that function.

2.2 Deadline for Returning the Goods

Once your withdrawal request has been confirmed, please return the goods as soon as possible in accordance with the return address and instructions provided by PETKIT Mexico, and no later than 5 calendar days after sending your withdrawal notice.

Please do not send the goods to the PETKIT Mexico office address or any other non-designated address without prior confirmation.

Please keep your 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, please keep the goods in good and complete condition and, as far as possible, suitable for resale, including:

• Retaining the original packaging;
• Retaining labels, manuals, and all original 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, please remove the account binding where possible and restore the device to an appropriate condition before returning it.

If your handling, use, or treatment of the goods goes beyond what is reasonably necessary for inspection and causes a clear reduction in the value of the goods, PETKIT Mexico 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 5-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 consumable or hygiene-related 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 or hygiene reasons are not eligible for no-reason returns if they are supplied with a hygiene seal, vacuum-sealed packaging, or similar hygiene protection and that seal or packaging has been opened and the product has been used.

This includes, but is not limited to:

• Water fountains;
• Food bowls or feeding 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 Statutory Withdrawal Period

Products for which a withdrawal request has not been submitted within the applicable statutory period will no longer qualify for the 5-business-day statutory 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 you return a product that is not eligible for return without prior authorization, PETKIT Mexico reserves the right, depending on the circumstances, to refuse acceptance and arrange for the product to be returned to you, with the related shipping costs borne by you; or, with your 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 you, such as damaged packaging, missing accessories, obvious signs of use, contamination, or other conditions affecting resale value, PETKIT Mexico will assess the condition of the product.

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 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 remaining resale value has been affected.

If a deduction for diminished value applies, we 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 your handling, use, or storage.

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

5. Return Shipping Costs and Transportation Risk

For returns not related to a product quality issue, you must arrange the return shipment yourself 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 you choose.

If any of the following occurs during return transportation, you should generally resolve the matter or make a claim directly with the logistics provider you selected:

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

If the tracking information shows that the return parcel has been delivered but the PETKIT Mexico warehouse confirms that it was not actually received, you should contact the relevant logistics provider directly to investigate or make a claim.

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

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

We recommend that you:

• 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 insurance or transportation protection for high-value products.

Damage caused by inadequate packaging, damage during return transportation, or loss of the return parcel may affect the final refund.

6. Refund Processing Time

Once we receive the returned goods, we will inspect them.

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, we 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 your account, depending on the processing times of your bank, credit card issuer, PayPal, or other payment service provider.

7. Defective, Incorrect, or Shipping-Damaged Products

If you receive a product that:

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

please contact us as soon as possible at:

service@petkit.com.mx

To help us verify and process the issue quickly, we recommend that you 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 us promptly investigate shipping damage, incorrect deliveries, or obvious issues. It does not limit any statutory rights you may have under Mexican law in relation to product quality, defects, or warranties.

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

• PETKIT Mexico will cover reasonable return shipping costs;
• The 6.5% payment processing fee will not be deducted;
• No diminished-value or handling fee will be deducted.

Depending on the circumstances, we may provide:

• Replacement;
• Repair;
• Refund;
• Or another remedy available under applicable law.

If a refund is provided in accordance with applicable law, we will refund the relevant product amount and any other amounts that are required to be refunded.

8. Return Process

Step 1: Contact Customer Service

Please email:

service@petkit.com.mx

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 Confirmation

Please do not send the product back without prior confirmation.

We will review your request and, where applicable, provide:

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

Step 3: Return the Product

After receiving return confirmation, please send the goods back in accordance with the address and instructions provided.

If the return shipping costs are your responsibility, please arrange the return shipment yourself.

Please 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, we 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 you provided an incorrect, incomplete, or otherwise undeliverable address, or because you did not collect the parcel in time:

• If you request reshipment, you will be responsible for the applicable reshipping fee;
• If you choose not to have the order reshipped, or if we are unable to contact you, 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 you;
• The 6.5% payment processing fee.

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

10. Circumstances Not Considered Product Quality Defects

Subject to applicable law, the following issues caused by your use, accidents, or external factors are generally not considered manufacturing or 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;
• Reasonable 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.

If you are unsure whether a particular issue constitutes a product quality defect, please contact us and we will assist you 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 Mexico Customer Service

Email: service@petkit.com.mx

Website: www.petkit.com.mx