Ordering & Return Policy

Last updated: 18 September 2026

1. Purchased Products

This section applies to one-time purchases of PetAir products, including nebulizers, boxes, accessories, and other products. It does not apply to rental plans.

Delivery for Purchased Products

We deliver purchased products across Hong Kong. Orders with a subtotal of HKD 400 or more qualify for free standard delivery. Orders with a subtotal below HKD 400 are charged a standard delivery fee of HKD 80. Standard delivery is estimated at 3–4 business days after order confirmation and payment. Delivery dates may vary for remote locations, building access, stock availability, or circumstances outside our control.

Returns for Purchased Products

Purchased products may be returned only if they are unused, unopened, complete, and in their original packaging, and the return request is made within 7 calendar days after delivery. Once a product has been used, it cannot be returned. Opened or used items that come into contact with pets, medication, or bodily fluids are not returnable for hygiene and safety reasons. Please contact us before sending anything back. Approved refunds are processed within 7 business days after inspection and are returned to the original payment method. Return delivery costs are the customer's responsibility unless the product is defective or incorrect.

Exchanges for Purchased Products

We do not exchange purchased products for other products, models, sizes, or colours. If an item arrives defective or fails under its stated warranty, please contact us; we will assess it under the applicable warranty or product-support process. A warranty repair or replacement is not a change-of-mind exchange.

Defects, Warranty & Incorrect Items

The no-return-after-use and no-exchange rules do not remove any applicable product warranty or our responsibility for an incorrect or defective item. Please contact us as soon as possible with your order details and photos if relevant.

2. Rental Services

Placing an Order

Ordering with PetAir is simple and straightforward. You can reach us through any of the following channels:

• WhatsApp: +852 9587 7454
• Phone: +852 9587 7454
• Email: team@petair.hk

Let us know which rental plan you are interested in, and we will confirm the details, including pricing, deposit, and your preferred delivery date.

Rental Delivery and Setup

This rental section is separate from product purchases. We deliver rental equipment across all districts in Hong Kong. Delivery and collection are free for rental plans. Once your rental is confirmed, we will schedule a suitable delivery slot, set up the equipment, and walk you through how to use it safely. Urgent or same-day rental delivery is subject to availability and confirmation.

Rental Period

Your rental period begins on the date of delivery. Plans are billed on a monthly basis unless you are on the Trial Plan, which has its own specific duration. You can continue renting for as long as your pet needs the equipment.

Extending Your Rental

Need to keep the equipment for longer than planned? No problem. Contact us before your current billing period ends and we will extend your rental seamlessly. There is no penalty for extending.

Cancellation

You may cancel your rental at any time by giving us at least 3 days notice. Once we receive the notice, we will arrange a free equipment pickup at your convenience. Rental fees for the current billing period are non-refundable, but your deposit will be returned in full upon collection of the equipment in good condition.

Returning Equipment

When you are ready to return the equipment, simply contact us and we will schedule a free pickup. Please make sure the equipment is in the same condition it was in when delivered, with normal wear and tear expected. Our team will inspect the equipment during pickup.

Deposit Refunds

Your deposit is refunded within 7 business days of the equipment being collected and inspected. Refunds are returned using the same payment method used for the original deposit. If you paid by cash, we will arrange a bank transfer.

Damaged or Faulty Equipment

If the equipment develops a fault during normal use, contact us immediately and we will arrange a free replacement. If damage occurs due to misuse or negligence, the cost of repair or replacement may be deducted from your deposit.

Questions?

• Email: team@petair.hk
• Phone: +852 9587 7454
• WhatsApp: Send us a message