Refund policy

Returns & Refunds Policy

We hope you (and your cat) love your KittyTag order. If something isn’t quite right, we’re here to help.

This policy applies to consumer orders placed through our online shop.

1. Return Eligibility

  • You may request a return within 14 days of delivery.

  • Items must be:

    • unused and unworn,

    • in their original condition, and

    • returned with all original packaging and tags.

  • Personalized or custom items (for example, engraved tags or custom sizes) are non-refundable, except in the case of a manufacturing defect or an error on our side.

This policy does not affect your statutory rights under applicable consumer law.

2. Return Shipping

  • The buyer is responsible for return shipping costs, except where the item is defective or we have made an error with your order.

  • For returns sent from outside the EU, any customs duties, import taxes, or handling fees charged on the return are the buyer’s responsibility.

  • We strongly recommend using a tracked shipping service, as we cannot issue a refund for items that are lost in transit on their way back to us.

3. Refunds

  • Once your return is received and inspected, we will notify you by email.

  • If the return is approved, a refund will be issued to your original payment method.

  • Please allow 5–7 business days for the refund to appear, depending on your bank or payment provider.

  • Original shipping fees are non-refundable, except when the item is faulty or we have made an error with your order.

4. Damaged Items, Defects & Exchanges

If your item arrives damaged, defective, or not as ordered, please contact us within 7 days of delivery.

  • Email us with:

    • your order number,

    • a brief description of the issue, and

    • clear photos of the product and packaging.

  • Where possible, we will offer:

    • a replacement,

    • a repair, or

    • a refund, depending on the situation and your preference.

We always aim to resolve problems fairly and quickly.

5. How to Start a Return

To request a return, please email us at:
📧 kittytagstore@gmail.com

Include:

  • your full name,

  • your order number, and

  • the reason for the return (and photos if the item is damaged or defective).

We will respond within 1–2 business days with the return instructions and the return address.

Thank you for supporting our small business and trusting us with your cat’s safety and style. 💛