Refund policy

Thank you for shopping at petkits. We want you to have a clear and transparent experience at our store. Below are the terms and conditions that govern our return and refund process.

1. Return Window

You have 30 calendar days from the date your item is delivered to request a return. To be eligible for a return:
  • The item must be unused, unworn, and in the same condition that you received it.
  • The item must be in its original packaging.
  • You must provide the order number or proof of purchase.

2. How to Initiate a Return & Response Timeline

  • Contact our customer support team at support@petkits.shop with your order number and reason for return.
  • Our support team will review your request and respond within 24 hours.
  • Once approved, we will send you the return authorization details and instructions.
  • Items sent back to us without prior authorization will not be accepted.

3. Return Shipping Costs & Return Label Method

  • Return Label Method: Return labels are downloadable and printable. Customers are responsible for purchasing, downloading, printing, and attaching their own return shipping labels to send the package back to us.
  • Return Shipping Fees: The customer is responsible for paying all return shipping costs, packaging, and label expenses.
  • Non-Refundable Costs: Original shipping fees ($4.99 USD) are non-refundable.
  • Restocking Fee: We do NOT charge any restocking fees ($0 USD restocking fee).

4. Exchanges Policy

We do NOT offer exchanges on any items. If you need a different product, color, or size, please return the unwanted item for a refund and place a new order on our website.

5. Damaged, Defective, or Wrong Items

Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, please email us immediately at support@petkits.shop with clear photos or videos of the issue. We will review it within 24 hours and provide a free replacement or a full refund without requiring you to pay for return shipping.

6. Refunds Process & Timelines

  • Inspection: Once your return is received at our facility and inspected, we will notify you via email regarding the approval or rejection of your refund.
  • Refund Credit: Approved refunds will be issued to your original payment method within 14 calendar days after we receive and inspect the returned item.
  • Bank Processing: Please note that your bank or credit card company may require additional time to process and post the refund.

7. Contact Information & Return Address

For any questions regarding returns, refunds, or support, please contact us: