LIMITED WARRANTY POLICY

1. Overview

PETKIT is committed to providing our customers with premium service. This Limited Warranty Policy (the “Policy”) applies to purchases made through the PETKIT official website (www.petkit.com) or authorized distributors within the United States, and is designed to inform individual customers of our warranty processes and how we handle warranty requests.

 

2. Warranty Period & 2025 Update

  • Standard Warranty: All products purchased through the PETKIT official website or authorized distributors in the United Kingdom come with a 1-year limited warranty from the date of delivery.
  • Warranty Upgrade (Effective Jan 1, 2025): To further enhance the PETKIT user experience, the warranty period for the following specific products has been upgraded to 2 years. 
    • Applicable Models: PuraMax 2, Purobot Max Pro/2, Purobot Crystal Duo, Purobot Ultra, YumShare Solo, YumShare Dual-hopper/2.
    • Eligibility: This upgrade applies only to the specified products purchased on or after January 1, 2025.
    • Applicable Regions: This Policy applies only to purchases made within the United States.
    • Warranty Continuity: If we replace a product or its parts, the original warranty period remains in effect based on the original purchase date; it does not restart. We do not provide repair services for products that have exceeded their original warranty period.

 

3. Warranty Solutions

If a PETKIT product fails due to defects in materials or workmanship during the applicable warranty period, PETKIT will provide one of the following three solutions at PETKIT’s discretion:

  1. Component Replacement: Replacement of the damaged parts with new or refurbished parts.
  2. Product Replacement: Replacement with a product of equivalent value.
  3. Refund: Provision of a full or partial refund.

PETKIT will determine the appropriate solution based on the defect's nature and product availability. PETKIT reserves the right of final determination as to whether a product is defective and meets the requirements of this Policy.

 

4. Warranty Claim Process

All warranty claims must be initiated by contacting our customer service team at support@petkit.com. Following these steps to submit a valid claim: 

  • Step 1: Submit a warranty request via email including proof of purchase (purchase channel, order number, product SN code, invoice, etc.).
  • Step 2: Provide a detailed description of the issue along with clear evidence (e.g., relevant photos, videos, and device log files).
  • Step 3: Our support team will review your request and provide instructions for repair, replacement, or return. Once the claim is approved, we will arrange the service.

Important Notes:

  • Shipping Costs: Depending on the specific policy and nature of the defect, shipping costs for returns will be borne by either the brand or the customer.
  • Risk of Loss: All returns must first be submitted to our official customer service, and packages must be returned to our designated address. Otherwise, the customer assumes the risk of the returned item being lost.
  • Refunds/Exchanges: All matters regarding refunds, returns, and exchanges will be processed only after the original product is received and inspected at our local warehouse. 

 

5. Warranty Exclusions

This limited warranty does not cover:

  • Products past the warranty period.
  • Normal wear and tear, including scratches, cosmetic damage, and the aging of consumable parts and accessories.
  • Products without valid proof of purchase or those purchased from unauthorized distributors and retailers.
  • Lost or stolen products.
  • Free products (e.g., giveaways).
  • Damage or defects caused by repairs or maintenance performed by unauthorized service providers or anyone other than PETKIT.
  • Damage or defects caused by accident, abuse, misuse, or improper maintenance, including but not limited to animal bites, natural disasters, transportation damage, or cleaning the product in a dishwasher contrary to the user manual instructions.
  • Damage from compatibility issues with non-PETKIT accessories.
  • Products modified or altered by the user. 

 

6. Additional Terms

  • Third-Party Purchases: If a product was purchased through a third-party website or other retail channels, the return and exchange policies of those respective sellers rather than this Policy shall apply. PETKIT encourages you to review the third-party seller’s terms before purchase.
  • Legal Rights: These policy terms do not affect any other rights you may have under the applicable laws of your state or jurisdiction. Nothing in this Polity shall be construed to waive or limit any implied warranties required by state law.
  • Pre-Sale Availability: this Policy is available for review prior to purchase at the PETKIT official website (www.petkit.co.uk) and all authorized PETKIT retailers.
  • Limitation of Liability: To the maximum extent permitted by U.K. law, PETKIT shall not be liable for any incidental, indirect, special, or consequential damages, including but not limited to loss of profits, property damage, or veterinary expenses resulting from the use or inability to use the product or any breach of express or implied warranty.