Cancellation, Return & Refund Policy

At Petmorix, we want you to shop with confidence. Please review the policy below before placing your order.

Order Cancellation

Before Shipment

You may cancel your order for any reason before it has been shipped. If your order is canceled before shipment, you will receive a full refund.

After Shipment

Once an order has been shipped or is already in transit, it cannot be canceled. If you no longer want the item, you may request a return after delivery in accordance with our return policy below.

In limited cases, if shipment interception is available after shipment, an interception fee may apply and will be deducted from your refund.

Rescheduling

If you need to change your delivery date before shipment, please contact us at support@petmorix.com. We will do our best to help arrange a new delivery date where possible.

Return Eligibility

We offer a 30-day return window. You may request a return within 30 days after receiving your item.

We accept returns for both:

  • Defective or damaged items

  • Non-defective items

To be eligible for a return, the item must be returned in acceptable condition and meet the requirements outlined below.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Opened or used filters

  • Subscription refill orders

  • Items damaged by misuse, abuse, or other human-caused damage

  • Products purchased through a third-party retailer

If you purchased a Petmorix product through a third-party retailer, please contact that retailer directly for return or refund assistance.

Return Shipping Costs

Non-Defective Returns

For non-defective returns, customers are responsible for the return shipping cost.

If you use the original shipping packaging, you may either:

  • Arrange the return shipment yourself, or

  • Request a Petmorix-provided return shipping label, if available

If a Petmorix-provided return label is used, the return shipping cost will be deducted from your refund.

If the item is not returned in its original shipping packaging, you must arrange and pay for the return shipment yourself. In this case, Petmorix may not be able to provide a return shipping label.

Defective, Damaged, or Incorrect Items

If your item arrives defective, damaged, or incorrect, please contact us at support@petmorix.com as soon as possible. We will review the issue and provide an appropriate solution, which may include a replacement, refund, partial refund, or a prepaid return label, depending on the situation.

Original Shipping Fees

  • For orders with free shipping, the customer is responsible only for the return shipping cost for eligible non-defective returns.

  • For orders where shipping fees were paid at checkout, the original shipping fee is non-refundable.

  • Return shipping costs, where applicable, will be deducted from the refund amount.

Restocking Fee

Petmorix does not charge a restocking fee.

Refund Process

Once your returned item is received and inspected, we will notify you by email of the approval or rejection of your refund.

If any returned item is missing, incomplete, or does not meet the return conditions, we reserve the right to reduce or deny the refund as appropriate.

In certain case-specific situations, we may, at our discretion, offer a full refund or partial refund without requiring the item to be returned.

Refund Processing Time

If your refund is approved, we will process it to your original payment method within 5 business days after:

  • The returned item has been received and inspected, or

  • Another refund resolution has been agreed upon

After the refund is processed by us, your bank or card issuer may require additional time to post the refund to your account. For some debit or credit card payments, this may take up to 30 days.

If the refunded amount does not appear in your account after a reasonable period, please contact your bank first and provide the transaction details from your refund confirmation. If you need help locating your refund information, please contact us at support@petmorix.com.

How to Start a Return

To request a return, please contact us at support@petmorix.com with your order number and the reason for your return request.

Return requests must be submitted within 30 days of delivery.

Acceptance of This Policy

By placing an order on petmorix.com, you agree to this Cancellation, Return & Refund Policy.

If you have any questions before making a purchase, please contact us at support@petmorix.com

FAQS

Pure Pod Pet Water Fountain:

It is recommended to clean the fountain every 5-7 days. Please note that the base of the fountain can’t be washed with water, the remaining parts can be water washed.

The operating noise is very low (usually ≤25 dB).

It is suitable for cats and small dogs. For large dogs, we recommend choosing a large-capacity model (3L or above).

Recommended replacement frequency: Every week

Replace more frequently if you have multiple pets or live in an area with hard water.

Not recommended. The filter helps remove hair, debris, odors, and some heavy metals. Using the water fountain without a filter may affect water quality and shorten the pump’s lifespan.

It is recommended to change the water every 2–3 days and clean the tank and pump at least once a week.

We have both cordless and plug-in versions. The cordless version can be used without power. The battery capacity is 7500mAh, providing power for up to 60 days.

Duo View Automatic Pet Feeder:

It is suitable for cats and dogs, especially for busy owners, short trips, or pets that require scheduled feeding.

Dry kibble/Freeze-dried mixed food (with regular-shaped pieces). Not recommended for wet food, canned food, or powdered food.

Usually 2–14 mm in diameter (please refer to the specific product description).  Oversized kibble may cause food jams.

  • Dual power supply (adapter + batteries)
  • Automatic feeding continues on battery power if electricity is interrupted (three D batteries must be installed in advance)

Yes. Common features include: 1–10 scheduled meals per day/ Adjustable portion sizes per meal (by portions or grams)

Under normal use, with dry and properly sized kibble, food jamming is rare.  

Remember to clean the food outlet：Avoid adding too much freeze-dried food.

Clean the food container and outlet once a week. Clean more frequently in hot or humid environments.

Our feeders feature anti-pry and anti-tip designs, effectively preventing pets from stealing food.

Yes. A desiccant helps prevent pet food from absorbing moisture, clumping, or molding, reduces the risk of food jams, and helps keep the food fresh.