Returns & Refunds
WHAT IS THE RETURN POLICY?
We accept returns for damaged or incorrect products within 5 days from the date of delivery. To qualify for a return, please ensure the following:
- Items must be in original condition.
- Items must not have been used in any way.
Unfortunately, we cannot accept any returns that do not meet these requirements. Refunds will be issued excluding the original shipping and return label cost.
ARE RETURNS FREE?
The shipping cost incurred for returning items to Kitty Pit for a refund is not covered or reimbursed by us.
HOW DO I ORGANIZE A RETURN?
To initiate a return, simply email us at hello@kittypit.com using the same email address used to order the product. Please note that we are unable to refund initial shipping charges for returned goods, except for faulty items. We are also unable to refund return postage costs.
Once the items have been received, you will receive your refund (item price excluding the original shipping cost). Kitty Pit cannot be held liable for the loss of items being returned. We recommend using a registered post service to return goods and keeping a record of the tracking details.
WHAT IF MY ORDER ARRIVES DAMAGED, OR THERE IS A FAULT?
If you receive a damaged item or experience a manufacturing fault, please contact us immediately at hello@kittypit.com. You can request a refund or a reshipment within 5 days of the order delivery date. Please provide proof (such as a photo or video).
WHAT IF MY ORDER IS LOST OR MISSING?
If an order is lost by the shipping carrier according to the last tracking update, you can request either a refund or a reshipment. If the order is marked as delivered but you did not receive it, please contact the local post carrier office in the delivery country and report the issue. We can request a refund if we have fully refunded the customer and provide proof of the refund.
WHAT IF THERE IS A DELAY IN SHIPMENT?
If the tracking number shows no updates for 30 days, you can request a refund or a reshipment. Due to current shipping delays caused by COVID-19, we suggest waiting a bit with patience.
WHAT IF THERE ARE DELIVERY ISSUES CAUSED BY THE CUSTOMER?
If the shipping delay or delivery failure is caused by an incorrect address, incorrect phone number, or other recipient-caused factors, we do not offer refunds or reshipments. We suggest contacting the last-mile shipping carrier for another delivery attempt. If delivery fails and the last-mile carrier returns the parcel to the processing center, we can arrange a redelivery attempt at the cost of $10 per parcel. Kitty Pit cannot be held liable for unsuccessful deliveries caused by customer-provided incorrect or incomplete shipping information.
HOW DOES RESHIPMENT WORK?
Once we accept the reshipment request, we will start the process within 2 business days, depending on product availability. The shipping option might differ from the original one. Tracking will be provided after reshipment.
HOW LONG DOES IT TAKE FOR MY REFUND TO BE PROCESSED?
We try to process returns as quickly as possible. If you are initiating a return, we aim to respond within 24 hours. We will refund you through the same method you used to pay within 1-6 business days. Once we accept the refund request, it takes 2-5 business days for our internal team to process it. The money will be refunded to the original payment method. Transaction fees or handling fees by the payment service provider are not our responsibility.
WHAT ABOUT FORCE MAJEURE EVENTS?
We are not responsible for shipment issues caused by force majeure, such as natural disasters, strikes, lockdowns, or war outbreaks.
For any queries or issues, please contact us at hello@kittypit.com.