Refund policy

PETL Warranty and Return Policy

At PETL™, we stand behind the quality and reliability of our products. This page outlines the warranty coverage, return eligibility, and process for both regular and pre-order purchases. Please review the information below before initiating a return or warranty claim.

Limited Warranty

PETL offers a 1-Year Limited Warranty from the date of purchase. This warranty covers defects in materials and workmanship under normal use.

What’s Covered

• Manufacturing defects
• Electrical failures under normal use
• Magnetic charging malfunction
• Battery performance issues not caused by misuse

What’s Not Covered

• Normal wear and tear or cosmetic damage
• Damage caused by drops, spills, or misuse
• Modifications or repairs done by third parties
• Lost or stolen products
• Products purchased from unauthorized resellers
• Purchases made outside of the official PETL website or approved retail partners

30-Day Return Policy

If you're not satisfied with your purchase, you may return undamaged items within 30 days of delivery. This return window applies only to products purchased after our return policy was updated. Bulk or corporate orders (10+ units of the same product) are excluded.

Return Shipping & Restocking

• Flat-rate return shipping: $5.00 USD per return, deducted from the refund amount.
• Restocking fee: 0% of the product price applies to eligible non-defective returns.
• These fees do not apply to returns processed via in-store Point of Sale (POS).

Return Eligibility Conditions

• Item must be in unused, resaleable condition with no visible signs of wear
• Must include all original packaging, components, and accessories
• Discounted or promotional bundles must be returned in full
• Returns not meeting these conditions may be refused

Final Sale Items

Products designated as Final Sale are non-returnable and non-refundable. This includes items listed in specific final sale collections on the product page.

Return Process

1. Visit our Returns Portal or contact hello@gopetl.com
2. Provide your order number and email address used during purchase
3. We will confirm return eligibility and provide instructions
4. Upon receiving the product, we will inspect it and process the refund within 3–5 business days (minus any applicable fees)

Warranty Claim Process

If you believe your PETL product is defective within the warranty period:

1. Email hello@gopetl.com with your order number, a detailed description of the issue, and supporting photos or video
2. We may request additional troubleshooting steps or that the item be returned
3. If approved, a replacement or partial refund will be issued based on the claim

Replacements

• If available, a refurbished or new replacement will be shipped
• If unavailable, a partial refund may be offered based on usage and condition
• Replacement warranty is valid for the remainder of the original warranty period or 90 days—whichever is longer

Order Cancellations

• You may cancel your order within 1 hour of placement.
• If the order has already shipped, follow the return process upon delivery.
• Orders canceled after the 1-hour window may be subject to return fees.

Proof of Purchase Requirements

To file a warranty or return request, you must provide one of the following:

• Order number and email used at time of purchase
• Sales receipt from an authorized PETL retailer
• Kickstarter pledge confirmation (if applicable)

Important Notes

• Returns apply only to purchases made after return policies were activated.
• Returns shipped with PETL-provided prepaid labels are covered against transit loss/damage.
• Refunds exclude original shipping/insurance fees unless product is defective.
• If an incorrect address results in a lost package, PETL is not responsible for reshipment or refund.

Need Help?

Our team is ready to assist. Email us at hello@gopetl.com and expect a response within 24 business hours.