Refund Policy
This Refund & Return Policy applies to purchases made through Pettykt, a brand operated by NOVATECH LABS LIMITED.
At Pettykt, we are committed to providing thoughtfully designed and reliable products for pets and their families. Every order is carefully processed before shipment. If your order arrives damaged, defective, incomplete, or incorrect, we will do our best to provide an appropriate solution.
Please read this policy carefully before placing your order.
1. General Return Policy
Pettykt does not generally accept returns for change-of-mind purchases.
Once an order has been delivered in good and usable condition, we are generally unable to offer a return, replacement, or refund simply because:
You changed your mind after receiving the product.
You no longer want or need the item.
You ordered the wrong size, color, model, design, or quantity.
The product does not fit your intended space.
Your pet does not like, use, or adapt to the product.
You did not review the product dimensions, specifications, or description before purchasing.
We encourage customers to carefully review all product information before placing an order.
2. Damaged, Defective, Incorrect, or Incomplete Items
You may be eligible for a replacement, partial refund, or full refund if your order arrives:
Damaged during delivery
Defective upon arrival
Significantly different from the product ordered
Incorrectly fulfilled
Missing essential parts or accessories due to a fulfillment error
Any such issue must be reported to us within 48 hours of delivery.
Please contact:
Email: pettykt@outlook.com
Requests submitted more than 48 hours after confirmed delivery may not be eligible for a refund or replacement unless otherwise required by applicable law.
3. Evidence Required
To help us assess your request quickly, please provide:
Your full name
Order number
Email address used to place the order
A clear description of the issue
Clear photos of the complete product
Close-up photos showing the damaged or defective area
Photos of the outer packaging
Photos of the shipping label
Photos of any damaged packaging
An unboxing video, if available
We strongly recommend recording an unboxing video when receiving your order, especially for larger or fragile products.
The unboxing video should ideally show:
The unopened package
The shipping label
The opening of the package
The complete product
Any visible damage, defect, missing part, or incorrect item
Insufficient evidence may prevent us from verifying the issue.
4. Conditions for Refund or Replacement Eligibility
To qualify for a refund or replacement, the product must generally:
Have arrived damaged, defective, incomplete, or incorrect
Be reported within 48 hours of delivery
Remain in substantially the same condition as received
Not have been intentionally damaged or modified
Not have been improperly installed, used, washed, altered, repaired, or disassembled
Include the original packaging, accessories, parts, manuals, and other included items where reasonably possible
Pettykt reserves the right to reject claims where the damage appears to have occurred after delivery due to misuse, improper handling, accidental damage, or normal wear and tear.
5. Pet-Related Damage
Our products are designed for use by pets, but no pet product can be guaranteed to be completely resistant to chewing, biting, scratching, pulling, tearing, or other destructive behavior.
Damage caused by a pet after delivery, including but not limited to:
Chewing
Scratching
Biting
Tearing
Pulling
Claw damage
Intentional destructive behavior
is generally considered usage-related damage and is not considered a manufacturing defect.
Such damage is therefore normally not eligible for a refund or replacement.
Customers should regularly inspect pet products and discontinue use if a product becomes damaged in a way that could create a safety risk.
6. Review Process
Once we receive your request and supporting evidence, our customer support team will review the case.
The initial review normally takes approximately:
3–4 business days
During the review, we may request additional:
Photos
Videos
Product information
Packaging information
Order details
Shipping information
Please respond to any additional information request so that we can continue processing your claim.
7. Available Resolutions
If your claim is approved, Pettykt may provide one of the following solutions depending on the circumstances:
Replacement of the affected product
Replacement of damaged or missing parts
Partial refund
Full refund
Another reasonable resolution agreed between Pettykt and the customer
The final resolution will depend on factors including:
Nature of the defect or damage
Severity of the issue
Product availability
Availability of replacement parts
Shipping circumstances
Results of our review
Pettykt may determine the most appropriate resolution based on the individual circumstances of each claim.
8. Return Authorization
Please do not return any item without contacting us first.
All returns must be authorized by the Pettykt Customer Support Team before being shipped.
Unauthorized returns may:
Be refused by our warehouse
Be returned to the sender
Not qualify for reimbursement
Result in additional shipping costs
If a physical return is required, we will provide the appropriate return instructions.
Please do not send products to any company registration address, office address, warehouse, or other address unless specifically instructed by our customer support team.
9. Return Shipping Costs
If the return is required because of a confirmed error on our side, such as:
Incorrect product received
Confirmed manufacturing defect
Missing essential parts
Product damaged during transportation
we will assess the applicable return or replacement shipping arrangements on a case-by-case basis.
If the customer is responsible for any return shipping charges, this will be communicated before the return is processed.
Please do not purchase return shipping or send an item back before receiving authorization from us.
10. Returned Item Inspection
If we require the product to be physically returned, the item will be inspected after arrival at the designated return location.
Please allow approximately:
2–3 business days
for inspection after the returned item has been received.
The returned product may be compared with the:
Photos
Videos
Description
Order information
Original claim
provided by the customer.
If the returned product does not match the condition described in the original claim, the refund or replacement may be denied.
11. Replacement Processing
If a replacement is approved, we will normally prepare the replacement within:
1–3 business days
after final approval or completion of any required inspection.
Replacement delivery time depends on factors including:
Destination country
Product availability
Shipping method
Courier processing
Customs clearance
Local delivery conditions
If the original product is unavailable, we may offer:
A comparable replacement
Replacement when stock becomes available
Partial refund
Full refund
depending on the circumstances.
12. Refund Processing
If a refund is approved, we will normally initiate the refund within:
5–7 business days
after final approval or completion of any required inspection.
Refunds will generally be issued to the original payment method used for the order.
After a refund has been initiated, additional processing time may be required by:
Your bank
Credit card provider
PayPal
Shop Pay
Payment processor
Other financial institution
Pettykt and NOVATECH LABS LIMITED do not control the processing times of external banks or payment providers.
13. Original Shipping Charges
Unless otherwise required by applicable law, original shipping charges are generally non-refundable.
Where a refund results from a confirmed fulfillment error, defective product, incorrect shipment, or shipping-related damage, shipping-related costs may be reviewed as part of the claim.
14. Incorrect Shipping Address
Customers are responsible for providing a complete and accurate shipping address when placing an order.
Please carefully verify your:
Recipient name
Street address
Apartment or unit number
City
State or province
Postal code
Country
Telephone number
before completing checkout.
Pettykt is not responsible for delivery failure caused by incorrect or incomplete information provided by the customer.
Refunds or free replacements are generally not available where an order:
Was sent to an incorrect address provided by the customer
Could not be delivered due to incomplete address information
Was refused by the recipient
Was not collected from a local carrier or pickup point
Was returned because the customer could not be reached
Was returned after repeated unsuccessful delivery attempts
If the package is returned to us and the customer requests reshipment, additional shipping fees may apply.
15. Order Refusal
If a customer refuses delivery without prior authorization from Pettykt, the order may not qualify for a full refund.
Any costs associated with:
Return shipping
Customs
Duties
Carrier charges
Handling fees
Re-delivery
may be deducted from any refund where legally permitted.
16. Lost Packages
If your package has not arrived within the expected delivery period, please contact us at:
We may ask you to:
Confirm your shipping address
Check with household members
Check with neighbors
Check safe delivery locations
Contact the local carrier
Check the local post office or pickup location
Provide additional information for a carrier investigation
If the shipping carrier confirms that the package has been lost, we will review the case and determine an appropriate replacement or refund solution.
17. Packages Marked as Delivered
If tracking information shows that an order has been successfully delivered but you cannot locate the package, please contact us as soon as possible.
We may ask you to:
Confirm the shipping address
Check the delivery location
Check with household members or neighbors
Contact the carrier
Obtain delivery confirmation
Allow the carrier time to investigate
A tracking status showing "Delivered" does not automatically guarantee eligibility for a refund or replacement.
Each claim will be reviewed individually.
18. Stolen Packages
Pettykt is generally not responsible for packages confirmed as successfully delivered by the carrier and subsequently lost or stolen from the delivery location.
However, we will reasonably assist customers in providing available tracking information for a carrier investigation.
19. Product Size and Measurements
Please carefully review the dimensions and specifications listed on the relevant product page before purchasing.
Pet products can vary significantly depending on:
Pet size
Pet weight
Breed
Intended use
Furniture dimensions
Home environment
Refunds are generally not available solely because:
The customer ordered the wrong size
The product is larger or smaller than expected
The customer's pet does not comfortably fit the product
The product does not fit the intended furniture or space
The customer did not review the dimensions before purchase
Minor dimensional differences may occur as a result of manufacturing processes or manual measurement.
Such minor variations are not normally considered defects.
20. Color and Appearance Differences
Product images are intended to represent products as accurately as reasonably possible.
However, slight differences may occur because of:
Photography
Lighting
Screen brightness
Monitor settings
Mobile device displays
Material batches
Manufacturing variations
Minor variations in:
Color
Texture
Pattern
Surface finish
Stitching
Shape
Dimensions
that do not materially affect normal use are generally not considered manufacturing defects.
21. Natural Material Variations
For products containing natural materials, minor differences may occur between individual products.
These differences may include:
Grain
Texture
Shade
Pattern
Surface characteristics
Natural variations are part of the material and are generally not considered defects.
22. Normal Wear and Tear
Refunds, replacements, or returns are generally not provided for normal wear and tear.
Examples may include:
Minor scratches after use
Fabric wear
Surface wear
Fading
Compression
Minor deformation caused by prolonged use
Cosmetic changes caused by normal daily use
The expected lifespan of a product may vary depending on the pet, environment, usage frequency, and care.
23. Improper Use or Installation
Pettykt is not responsible for damage caused by:
Improper installation
Incorrect assembly
Failure to follow instructions
Use for an unintended purpose
Excessive loading
Improper storage
Improper cleaning
Unauthorized modification
Unauthorized repairs
Claims resulting from these circumstances may not qualify for a refund or replacement.
24. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible at:
We will make reasonable efforts to accommodate cancellation requests.
However, once an order has entered:
Processing
Packing
Fulfillment
Shipment
we may no longer be able to cancel it.
Once an order has shipped, cancellation is no longer guaranteed and the order will be handled according to this Refund & Return Policy.
25. Order Changes
If you need to change:
Product
Size
Color
Quantity
Shipping address
Recipient details
please contact us immediately after placing your order.
Changes cannot be guaranteed once fulfillment has begun.
26. Exchanges
Pettykt does not generally offer traditional exchanges for change-of-mind purchases.
If your item is damaged, defective, incomplete, or incorrect, please contact us and we will determine whether a replacement or other resolution is appropriate.
27. Promotional, Discounted, or Sale Items
Unless otherwise stated, products purchased during:
Sales
Promotional events
Discount campaigns
Coupon promotions
Special offers
are subject to the same eligibility requirements described in this policy.
Promotional pricing itself does not create additional return rights beyond those required by applicable law.
28. Gift Cards
Where gift cards are offered, gift card purchases are generally non-refundable once issued, except where otherwise required by applicable law.
29. Chargebacks and Payment Disputes
If you experience an issue with your order, we encourage you to contact us first at:
We will make reasonable efforts to investigate and resolve legitimate order issues.
Submitting a payment dispute or chargeback does not automatically establish eligibility for a refund under this policy.
We reserve the right to provide relevant information to payment providers in connection with payment disputes, including:
Order records
Tracking information
Delivery confirmation
Customer communications
Product information
Refund records
in accordance with applicable laws and payment provider requirements.
30. Fraudulent or Abusive Claims
We reserve the right to reject refund or replacement requests where there is reasonable evidence of:
Fraud
False claims
Altered evidence
Intentional product damage
Repeated abuse of refund procedures
Misrepresentation of delivery circumstances
Such cases may also be reported to relevant payment providers where appropriate.
31. Applicable Consumer Rights
Nothing in this Refund & Return Policy is intended to exclude, restrict, or override any rights that cannot legally be excluded under applicable consumer protection laws.
Where applicable law provides customers with mandatory rights that differ from this policy, those mandatory legal rights will apply.
32. Policy Changes
Pettykt and NOVATECH LABS LIMITED reserve the right to update or modify this Refund & Return Policy from time to time.
Any changes will be published on this page together with an updated "Last Updated" date.
The policy in effect at the time of the relevant transaction will apply subject to applicable law.
Refund & Replacement Timeline Summary
Report an Issue
Within 48 hours of delivery
Initial Review
Approximately 3–4 business days
Returned Product Inspection
Approximately 2–3 business days after receipt
Replacement Processing
Approximately 1–3 business days after approval
Refund Processing
Normally initiated within 5–7 business days after final approval
Please note that shipping, customs, banking, and payment provider processing times may vary.
Contact Us
If you have any questions about your order, refund eligibility, damaged items, defective products, or this Refund & Return Policy, please contact us:
Pettykt
Operated by NOVATECH LABS LIMITED
Customer Support Email:
pettykt@outlook.com
When contacting us regarding an order, please include your order number so that we can assist you more efficiently.
Thank you for choosing Pettykt.