60 days
Satisfaction guarantee
Return an eligible order within the current 60-day return window if it is not right for your home.
Refund policy
Petomg Refund & Warranty Policy
This policy explains how Petomg handles returns, refunds, damaged or defective items, and warranty requests. Please review the details below before starting a return or support request.
Quick Summary
| Return window | Returns are accepted within 60 days of delivery. |
|---|---|
| Eligible regions | Orders shipped within Australia and the contiguous United States (excluding Alaska and Hawaii). |
| Damaged, incomplete, or defective items | Please contact us within 15 days of delivery and include clear photos or videos showing the issue. |
| Non-quality returns | The item must be new, unused, in its original condition, and returned with intact packaging. Return shipping costs are the customer's responsibility. |
| Refund processing | After the returned item is received and verified, refunds are processed within 3-5 business days to the original payment method. |
| Warranty | Petomg products include a one-year functional warranty from the delivery date. |
1. Return & Refund Process
We accept returns within 60 days of delivery for orders shipped within Australia and the contiguous United States (excluding Alaska and Hawaii).
If you need product support or would like to start a return or refund request, please contact us through the Petomg Support Form or by email at support@petomg.com. Please include clear photos or videos showing the issue with your request.
We will review your request and respond within 24 hours.
2. Damaged or Defective Items
If your item arrives damaged, incomplete, or defective, please contact us within 15 days of delivery through the support form or by email. You can choose one of the following solutions:
- A free replacement.
- A full refund, including original and return shipping costs.
Petomg covers all shipping and replacement expenses for verified product issues.
3. Returns for Non-Quality Reasons
If you wish to return an item for personal reasons, such as size, style, or change of mind, please make sure both of the following conditions are met:
- The item is new, unused, and in its original condition.
- The packaging is intact.
In these cases, return shipping costs are the customer's responsibility and will be deducted from the refund.
After the returned item is received, Petomg will inspect it. If the item shows signs of use, damage, or missing parts, Petomg may reject the refund or deduct repair or replacement costs from the refund.
4. Packaging Requirements
Please keep the original packaging for at least 60 days after delivery in case a return is needed.
If the original packaging is no longer available, you must provide suitable alternative packaging to ensure the item can be safely returned.
5. Return Window
- Returns are accepted within 60 days of delivery.
- Requests received after 60 days will not be accepted.
For special circumstances, such as carrier delays or quality disputes, please contact us through the support form for a case-by-case review.
6. Refund Timeline
Once the returned item is received and verified, refunds are processed within 3-5 business days to the original payment method.
7. One-Year Warranty
All Petomg products include a one-year functional warranty from the delivery date. For non-user-caused structural or functional issues, please contact us with photos or videos for verification.
After verification, we will replace the defective part or product at no charge.
This warranty does not cover normal wear and tear, misuse, or modifications. The resolution, including repair, replacement, or refund, is at Petomg's discretion.
At Petomg, your satisfaction and your cat's happiness are our priorities.