Return and Refund Policy

At PETKIT Australia, we are committed to quality and innovation in modern pet care. Please review the information below.

Change of Mind Returns

We accept change of mind returns within 14 days of receiving your delivery, subject to the conditions below.

Eligibility Requirements

  • You must notify us within 14 days of receiving your delivery.
  • The item must be unused, sealed, and in its original condition, showing no signs of use (including dirt, residue, odour, scratches, fur, or signs of setup).
  • The product must be returned in its original packaging, including all accessories, seals, and protective materials.
  • Customers must take reasonable care to ensure items are securely packaged and protected during return transit.
  • Items damaged during return transit due to insufficient packaging may not be eligible for a refund.

To assess eligibility, we may request:

  • Photos of the unit, accessories, and packaging.
  • Confirmation that the item remains sealed, unused, and in its original condition.

All returned items are inspected upon receipt to confirm eligibility.

Fees & Refunds (Approved Change of Mind Returns)

  • Return shipping costs are the responsibility of the buyer.
  • A 10% restocking fee applies to approved change of mind returns to cover handling and inspection costs.
  • Original delivery charges are non-refundable.

Process

  1. Returns must be sent via a registered or trackable shipping service, and tracking details must be provided.
  2. Following inspection (please allow up to 5 business days), an approved refund of 90% of the purchase price will be issued to the original payment method.
  3. Refunds are typically processed within approximately 5 business days after approval. Please allow additional time for your financial institution to complete processing.

Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, incorrect, or incomplete, please contact us within 14 days of delivery and provide:

  • Your order number
  • A clear description of the issue
  • Clear photos or video of the fault or damage

Our team will review your request and guide you through the next steps.

Where a fault is confirmed, we will determine the appropriate remedy (repair, replacement, or refund) in accordance with Australian Consumer Law (ACL).

Used units must be cleaned before they are returned. Please see the Return Condition & Cleaning Requirements below. 

Return Condition & Cleaning Requirements

To maintain hygiene and allow our technicians to safely inspect and service returned units, all used products must be cleaned before they are returned to PETKIT Australia. This applies to every return, including returns for repair, warranty assessment, replacement, or refund, whether collected, sent, or dropped off at our warehouse.

Return approval is required before any unit is collected, sent, or dropped off.

Before returning your unit, please:

  • Remove all litter, waste, food, water, and fur from the unit and its removable parts.
  • Empty any waste bin, bowl, or tank, and remove any liners or bags.
  • Wipe down and dry the sensors, dispenser areas, and visible surfaces.
  • Ensure the unit is free from noticeable odour, residue, and build-up.

We will remind you of these requirements when you submit your return request and again in your return approval email. By sending or dropping off a unit, you confirm that it has been cleaned in accordance with these requirements.

If a unit is received in an unclean condition, we may:

  • Decline to accept the unit until it has been cleaned (for in-person drop-offs); and/or
  • Charge a $40 cleaning fee, which may be deducted from any applicable refund or invoiced separately where no refund is payable (for example, where the remedy is repair or replacement).

This policy operates in addition to your rights under the Australian Consumer Law.

Order Changes & Cancellations

As we aim to dispatch orders promptly, cancellation requests may not be possible once an order has been packed or dispatched.

Delivery address or shipping changes may be requested within 2 hours of placing your order, subject to processing status.

Requests made outside the 2-hour window may incur additional re-delivery fees. If a cancellation is requested due to these fees, any refund will be processed after deducting the original delivery charges.

Shipping Information

  • We ship within Australia only.
  • Orders cannot be split across multiple delivery addresses.

Contact Us

Email: info@petkitaustralia.com.au

Phone: 1300 157 708

Address: 37 Hill Road, Wentworth Point NSW 2127

 

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