Return and Refund policy
We love our customers and want you to love your purchases without the stress of being struck with an item you don't like. We understand the difficulties of shopping online and will ensure to provide top notch service so you will always be happy shopping with us.
Return Policy
KittyandDog™ will accept, for return or exchange, items that are purchased off our website within 30 days of the purchase under the following conditions:
- There is no visible signs of damage
- All original packaging is intact
- Any sign of damage will compromise the KittyandDog™ guarantee
Item(s) cannot be returned or exchange after 30 days of purchase.
Several types of goods are exempt from being returned. We also do not accept products that are intimate (under-garments) or sanitary goods, hazardous materials, or flammable liquids or gases.
To complete your return, we may require a receipt or proof of purchase (order confirmation email) with your order number.
Exchanges (if applicable)
For all returns or exchanges please contact hello@KittyandDog.com and provide your order number and reason for the return or exchange. We will handle your request based on the rules stated on this page.
Return Shipping (if applicable)
You will be responsible for paying for your own shipping costs for returning your item.
If you are shipping an item over $75, please consider using a trackable shipping service or purchase shipping insurance. We do not guarantee that we will receive your returned item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds (if applicable)
Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item as well as the approval or rejection status of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment.
Late or Missing Refunds (if applicable)
There is often some processing time between financial institutions before a refund is posted (between 5-7 days is normal). If you still haven't received your refund after this time-frame, please contact us at hello@KittyandDog.com and allow us the opportunity to investigate the matter further.
Gifts
Follow instructions above for returning online orders. If the item was marked as a gift when purchased and shipped directly yo you, you will receive a gift credit for the value of your return. Once the returned item is received, a digital gift certificate will be emailed to you.
Damaged Items
If you receive a damaged or defective item, please submit a request to our email team at hello@KittyandDog.com within 48 hours of receipt.
If you do not report the damage to us within this 48 hour period, we may not be able to honour your claim. We utilise the timestamp information from the tracking link and delivery confirmation from the carrier when reviewing damage or return requests.
Incorrect Address Input
If you inputted the incorrect address while checking out, we can edit it until the packaged is shipped out. Once shipped out and the address is incorrect due to the customers input, we are not responsible for sending another order or refunding the customer.
Feedback
We would love to hear your feedback, questions, or any concerns. Please feel free to email us at hello@KittyandDog.com to let us know how we are doing. We take your feedback very seriously and are always striving to improve.