Return, Refund, Exchange & Warranty

Petoi provides physical goods, including robots and related accessories (the “Physical Product” or “Product”).


Petoi also provides digital goods. These goods and services include desktop & mobile applications that may be purchased and in-game digital items (“Points” or “Virtual Goods”).

Physical Products

We have a 30-day return/exchange policy for physical products, which means you have 30 days after receiving your item to request a return or exchange.

To be eligible for a return with full refund, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.  Or you've received defective item(s) and send us pictures or videos for proof.  You’ll also need the receipt or proof of purchase.

If your return is not due to defective item(s), we may charge a restocking fee (up to 20% of your purchase price) depending on the returned items' conditions after our inspection.

To start a return, you can contact us at support@petoi.com.  If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at support@petoi.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items).   Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on clearance sale items from our outlet or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Or you can contact support@petoi.com to initiate an exchange.  We will need to receive your returned item first before we send you the exchange. 


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

Digital Goods or Services

No Refunds and Returns on Digital Goods or Services

 

Limited Warranty

Petoi warrants the Physical Product, and only the Physical Product, against defects in materials and workmanship under normal use for a period of 60 days from the date of retail purchase shipment received by the original purchaser (“Warranty Period”). Under this Limited Warranty, if a hardware defect arises and a valid claim is received by Petoi within the Warranty Period, at its option and to the extent permitted by law, Petoi will either (1) repair the Product at no charge, using new or refurbished replacement parts or (2) exchange the Product with a new or refurbished Product. In the event of a defect, to the extent permitted by law, these are your sole and exclusive remedies.

A replacement Product or part assumes the remaining warranty of the original Product.

When a Product or part of the Product is exchanged, any replacement item becomes your property and the replaced item becomes Petoi's property. Parts provided by Petoi in fulfillment of its warranty obligation must be used in Products for which warranty service is claimed.

 

Instructions to Obtain Warranty Service

To obtain warranty service, you must deliver the Product, freight prepaid, in either its original packaging or packaging providing an equal degree of protection, to the address specified by Petoi. In accordance with applicable law, Petoi may require that you furnish proof of purchase details and/or comply with registration requirements before receiving warranty service. It is your responsibility to backup any data, software, or other materials you may have stored or preserved on the Product. It is likely that such data, software, or other materials will be lost or reformatted during service, and Petoi will not be responsible for any such damage or loss. For specific instructions on how to obtain warranty service on your Product, visit the Petoi website at support@sphero.com.

 

Exclusions and Limitations

In no event will Petoi be liable to you for any indirect, incidental, special, consequential or punitive damages (including damages for loss of profits, goodwill, or any other intangible loss) arising out of or relating to your access to or use of, or your inability to access or use, the Product, product accessories, or any Materials, whether based on warranty, contract, tort (including negligence), statute, or any other legal theory, and whether or not Petoi has been informed of the possibility of damage.
The aggregate liability of Petoi to you for all claims arising out of or relating to the use of or any inability to use any portion of the Product or otherwise under these terms, whether in contract, tort, or otherwise, is limited to the official retail price of the Product.
Some jurisdictions do not allow the exclusion or limitation of liability for consequential or incidental damages. Accordingly, the above limitation may not apply to you.
Each provision of these terms that provides for a limitation of liability, disclaimer of warranties, or exclusion of damages is intended to and does allocate the risks between the parties under these terms. This allocation is an essential element of the basis of the bargain between the parties. Each of these provisions is severable and independent of all other provisions of these terms. The limitations in this Section 7 will apply even if any limited remedy fails of its essential purpose.

The warranty or return policy does not cover the following:

  • Crashes or fire damage caused by non-manufacturing factors, including but not limited to, operating errors.
  • Damage caused by unauthorized modification, disassembly, or shell opening not in accordance with official instructions or manuals.
  • Water damage or other damages caused by improper installation, incorrect use, or operation not in accordance with official instructions or manuals.
  • Damage caused by a non-authorized service provider.
  • Damage caused by unauthorized modification of circuits and mismatch or misuse of the battery and charger.
  • Damage caused by operation in bad weather (i.e. strong winds, rain, sand/dust storms, etc.)
  • Damage caused by operating the product in an environment with electromagnetic interference (i.e. in mining areas or close to radio transmission towers, high-voltage wires, substations, etc.).
  • Damage caused by operating the product in an environment suffering from interference from other wireless devices (i.e. transmitter, video-downlink, Wi-Fi signals, etc.).
  • Damage caused by reliability or compatibility issues when using unauthorized third-party parts.
  • Damage caused by operating the unit with a low-charged or defective battery.

 

GOVERNING LAW AND DISPUTE RESOLUTION

Subject to the country specific provisions below, these Terms are governed by the laws of the China without regard to conflict of law principles.
Any dispute arising from or in connection with the Product or these Terms shall be submitted to the Shenzhen Court of International Arbitration (SCIA) for arbitration.
You and Petoi agree that each may bring claims against the other only in your or its individual capacity and not as a plaintiff or class member in any purported class or representative proceeding. Further, unless both you and Petoi agree otherwise, the arbitrator may not consolidate more than one person’s claims and may not otherwise preside over any form of a representative or class proceeding.