1. Scope
This Site (https://www.petmasion.com) serves as a brand showcase and after-sales support portal for PetMasion products. Direct purchases of our products are made through Amazon or other authorized retail channels. These Terms of Sale govern the after-sales support, warranty, and replacement services provided by PetMasion and Hangzhou Hengyou Technology Co., Ltd.
2. Warranty Coverage
PetMasion warrants that its products are free from manufacturing defects for a period of 2 years from the original date of purchase (the "Warranty Period").
Covered: Manufacturing defects, material failures, and functional defects that occur under normal use.
Not Covered: Damage resulting from misuse, abuse, accidents, normal wear and tear, unauthorized modifications, improper assembly, or damage caused by pets.
3. Free Replacement Parts
During the Warranty Period, if a product is found to have a covered defect, PetMasion will provide free replacement parts to the customer. Shipping costs for replacement parts will be borne by PetMasion. Labor for installation is the responsibility of the customer unless otherwise agreed.
Replacement parts are provided as the sole remedy for covered defects. PetMasion reserves the right to determine whether a part qualifies for free replacement based on the information provided by the customer.
4. After-Sales Support Process
To request warranty service or replacement parts, customers must:
- Contact us at [email protected]
- Provide proof of purchase (order ID from Amazon or other authorized retailer)
- Describe the issue in detail, including photos or videos if applicable
We commit to responding to all support inquiries within 24 hours (business days). Resolution timelines may vary depending on the nature of the issue and shipping logistics.
5. Returns and Refunds
Returns and refunds for the original purchase are handled exclusively through the platform where the product was purchased (e.g., Amazon). PetMasion does not process direct refunds. This Terms of Sale covers only warranty-related replacements and after-sales support, not purchase returns.
6. Limitation of Liability
To the maximum extent permitted by applicable law, Hangzhou Hengyou Technology Co., Ltd. and PetMasion shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from the use or inability to use any product, including but not limited to injury to pets, property damage, or loss of use.
Our total liability for any claim arising from a product shall not exceed the purchase price paid for that specific product.
7. Governing Law
These Terms of Sale shall be governed by and construed in accordance with the laws of the People's Republic of China, without regard to its conflict of law principles. Any disputes arising from these terms shall be submitted to the competent courts of Hangzhou, Zhejiang, China.
8. Contact Us
If you have any questions about these Terms of Sale or wish to initiate a warranty claim, please contact us:
Email: [email protected]
Company: Hangzhou Hengyou Technology Co., Ltd.
Brand: PetMasion
Website: https://www.petmasion.com