PETKIT New Zealand Warranty Policy

Last updated: 6 June 2026 (NZT)

1. Overview

PETKIT New Zealand is committed to providing reliable products and local after-sales support for PETKIT customers in New Zealand.

This Limited Warranty Policy explains the warranty coverage available for eligible PETKIT products purchased through petkit.co.nz or authorised PETKIT New Zealand retail partners.

PETKIT New Zealand is operated by Paws Wholesale Limited, the authorised distributor of PETKIT in New Zealand.

This policy applies to individual consumer purchases within New Zealand. If you purchased your PETKIT product from another retailer, please contact the original place of purchase first. We may still assist with product support where proof of purchase can be provided.

Nothing in this Limited Warranty Policy limits or excludes your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable New Zealand consumer law.

2. Warranty Period

Standard Warranty

Unless stated otherwise, eligible PETKIT products purchased through petkit.co.nz or authorised PETKIT New Zealand retail partners come with a 1-year limited warranty from the date of delivery or purchase.

2-Year Warranty for Selected Products

To provide additional confidence for selected major PETKIT products, the following models include a 2-year limited warranty for eligible purchases made on or after 1 January 2025:

Pura Max 2
Purobot Max Pro / Purobot Max 2
Purobot Crystal Duo
Purobot Ultra
YumShare Solo
YumShare Dual-Hopper / YumShare Dual-Hopper 2

If a product is replaced, repaired, or supplied with replacement parts under this warranty, the original warranty period continues from the original purchase or delivery date. The warranty period does not restart.

3. What This Warranty Covers

This limited warranty covers manufacturing defects in materials or workmanship that occur during normal household use within the applicable warranty period.

If an eligible PETKIT product is confirmed to have a covered defect during the warranty period, PETKIT New Zealand may provide one of the following remedies, depending on the nature of the issue and product availability:

Replacement parts: supplying new or suitable replacement components.
Product replacement: replacing the product with the same model or a product of equivalent value where appropriate.
Repair support: providing troubleshooting, repair guidance, or service options where available.
Refund: providing a full or partial refund where required or appropriate.

The available solution will depend on the issue, the product condition, product availability, and any rights you may have under New Zealand consumer law.

4. Warranty Claim Process

To submit a warranty claim, please contact our customer support team at support@petkit.co.nz before sending any product back.

If your product was not purchased directly from petkit.co.nz, but was purchased through an authorised PETKIT New Zealand retailer or sales channel, please contact the original place of purchase first for warranty, return, refund, or exchange support.

Please include the following information where available:

Your order number or proof of purchase.
The purchase channel or retailer name.
The product model.
The product serial number or SN code, if applicable.
A clear description of the issue.
Photos or a short video showing the issue.
Any relevant app screenshots, error messages, device logs, or troubleshooting steps already attempted.

Once we receive your request, our support team will review the information and may provide troubleshooting steps, request further details, or confirm the next step.

Please do not return any product without first contacting us and receiving return instructions. Unauthorised returns may be delayed, rejected, or lost in transit.

5. Shipping Costs for Warranty Claims

If the issue is confirmed to be covered by this Limited Warranty or by applicable New Zealand consumer law, PETKIT New Zealand will cover reasonable return shipping or replacement shipping costs where required.

If the product is inspected and the issue is found not to be covered by this warranty, the customer may be responsible for return shipping costs, inspection costs, or other reasonable costs, where permitted by law.

All returned products must be sent to the address provided by our support team. The customer is responsible for ensuring the product is packed securely for return shipping.

6. Inspection, Replacement and Refunds

Warranty replacements, refunds, or exchanges may only be processed after the product or relevant component has been assessed by PETKIT New Zealand or its authorised service partner, unless we decide that physical return is not required.

We may ask you to return the full product, a specific part, or provide evidence such as photos, videos, app logs, or serial number details to help us assess the claim.

If a refund is approved, it will usually be processed back to the original payment method where possible.

7. Warranty Exclusions

This Limited Warranty does not cover:

Products outside the applicable warranty period, subject to any rights you may have under New Zealand consumer law.
Products without valid proof of purchase.
Products purchased from unauthorised sellers, grey-market importers, overseas retailers, or second-hand marketplaces.
Lost, stolen, abandoned, or disposed-of products.
Free products, samples, gifts, giveaways, or promotional items, unless otherwise required by law.
Normal wear and tear, including scratches, marks, cosmetic damage, fading, ageing, or general deterioration from normal use.
Consumable parts and accessories, including filters, desiccants, purifying liquids, waste bags, deodorising products, disposable parts, batteries, or similar consumables, unless the issue is caused by a manufacturing defect.
Damage caused by accident, misuse, abuse, neglect, improper installation, incorrect setup, improper maintenance, or failure to follow the user manual.
Damage caused by pets, including chewing, biting, scratching, urine damage, or other pet-related physical damage.
Damage caused by water exposure, moisture, unsuitable cleaning methods, or placing parts in a dishwasher where the user manual does not allow this.
Damage caused by power surges, unstable power supply, incorrect voltage, unsuitable adapters, or unauthorised charging equipment.
Damage caused by natural disasters, fire, flood, earthquake, severe weather, or other events outside normal use.
Damage caused during transportation where the issue is not due to original product packaging or dispatch by PETKIT New Zealand.
Issues caused by non-PETKIT accessories, incompatible parts, third-party consumables, or unauthorised modifications.
Products that have been opened, modified, repaired, serviced, or altered by unauthorised repairers or third parties.
App, Wi-Fi, Bluetooth, router, network, mobile device, or compatibility issues that are not caused by a defect in the PETKIT product itself.

8. Cleaning Requirement for Returns

For hygiene and safety reasons, any product returned for inspection, repair, replacement, or warranty assessment must be cleaned before shipping back.

If a product is returned in an unclean, unsafe, or unhygienic condition, PETKIT New Zealand may refuse to inspect the item until it is cleaned, or may deduct a reasonable cleaning fee where permitted by law.

9. Products Purchased from Third-Party Retailers

If your PETKIT product was purchased from a third-party retailer, marketplace, or other sales channel, please contact the original seller first for returns, refunds, exchanges, or warranty support.

PETKIT New Zealand may provide support where the product was supplied through an authorised PETKIT New Zealand retail partner and valid proof of purchase is provided.

Products purchased from overseas sellers, unauthorised importers, second-hand sellers, or non-New Zealand channels may not be covered by this Limited Warranty.

10. Consumer Guarantees and Legal Rights

This Limited Warranty is provided in addition to, and does not replace, any rights you may have under New Zealand consumer law.

Under the Consumer Guarantees Act 1993, products supplied to consumers in New Zealand must be of acceptable quality, fit for purpose, match their description, and be reasonably durable, among other guarantees.

If a product does not meet these guarantees, you may be entitled to a repair, replacement, refund, or other remedy depending on the nature of the issue.

Any warranty period stated in this policy does not limit rights that may apply under the Consumer Guarantees Act 1993.

11. Limitation of Liability

To the maximum extent permitted by law, PETKIT New Zealand and Paws Wholesale Limited will not be liable for indirect, incidental, special, or consequential loss arising from the use or inability to use a product, including loss of income, loss of data, loss of business, or other indirect losses.

Nothing in this section limits or excludes any liability that cannot legally be limited or excluded under New Zealand law, including your rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986.

12. Policy Availability and Updates

This Limited Warranty Policy is available on petkit.co.nz for review before purchase.

We may update this policy from time to time to reflect changes to our products, services, support processes, or legal requirements.

The updated version will be posted on this page with a revised “Last updated” date.

13. Contact Us

For warranty support, product troubleshooting, replacement parts, or after-sales enquiries, please contact us:

Email: support@petkit.co.nz
Business: PETKIT New Zealand, operated by Paws Wholesale Limited