Refund policy
The Kitty Collective - Return and Refund Policy
At The Kitty Collective, we want you and your feline companions to be completely satisfied with your purchases. If you are not entirely happy with your order, we are here to help.
Returns Eligibility
To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
Please note that for hygiene and safety reasons, the following items are non-returnable unless they arrived damaged or defective:
- Used litter boxes or cat furniture.
- Opened perishable items (e.g., treats, catnip).
- Personalized or custom-made products.
Return Window
You have 30 calendar days from the date you received your item to initiate a return request.
How to Initiate a Return
- Contact our support team at hello@thekittycollectiveco.com with your order number and the details of the item(s) you wish to return.
- Once your request is approved, we will provide you with return instructions and a return shipping address.
Return Shipping Costs
Unless the item arrived damaged or you received an incorrect order, the customer is responsible for all return shipping costs. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.
Refunds
Once we receive your returned item, our team will inspect it to ensure it meets our eligibility criteria.
- If approved, we will initiate a refund to your original method of payment.
- Refunds are typically processed within 5 to 10 business days, depending on your card issuer's policies.
Damaged or Defective Items
If your order arrives damaged or is defective, please contact us immediately at hello@thekittycollectiveco.com within 48 hours of delivery. Please include photos of the damaged item and the packaging, and we will arrange for a replacement or a full refund at no additional cost to you.
Contact Us
If you have any questions about our Return and Refund Policy, please reach out to us at hello@thekittycollectiveco.com.