Refund policy

Returns, Refunds and Warranty

15-day return window

You may request a return and full refund within 15 days of receiving your order if you are not satisfied with the product.

Return conditions

To be eligible for a return, the device and every accessory must be:

• complete - main device, charging cable, collar and original packaging where you still have it;
• free of man-made damage, scratches, modification or unauthorised disassembly;
• in resalable condition.

Returns that arrive incomplete or damaged may be refused or refunded only in part.

How to return an item

1. Email support@pettichat.chat with your order number, the email address used to place the order, the reason for the return, and clear photographs showing the device and all accessories.
2. Wait for approval. We will reply with the return address and instructions. Do not ship anything back before you receive these instructions - unapproved returns cannot be processed.
3. Pack the complete product and send it back following the instructions we provide.

Return shipping cost

Return shipping is paid by the buyer, except where the item arrived damaged, defective, or is not the item you ordered - in those cases we cover the return cost.

Refunds

Once your return reaches our warehouse and passes inspection, we process the refund within 10 calendar days to your original payment method. Your bank or card issuer may need a few additional days to post the funds. If you have not received your refund 10 days after inspection, contact support@pettichat.chat.

Damaged, defective or incorrect items

Please inspect your parcel as soon as it arrives. If the device has a manufacturing defect or physical damage, or you received the wrong item, email support@pettichat.chat straight away with photographs. Once verified we will arrange an exchange or a full refund at no cost to you.

1-year limited warranty

Every device is covered by a 1-year limited warranty against manufacturing defects, starting from the delivery date. If the device malfunctions under normal everyday use, we will repair or replace it.

The warranty does not cover:

• damage caused by misuse, impact or accident;
• water ingress;
• unauthorised disassembly, modification or repair;
• normal cosmetic wear.

To make a warranty claim, email support@pettichat.chat with your order number and a description or video of the fault.

Order cancellation

If your order has not yet shipped, email us and we will cancel it and refund you in full. Once an order has shipped it falls under the return process above.