Last updated: January 23, 2026
At PawKitty, we design our products to be reliable, durable, and thoughtfully made. If something isn’t right with your order — whether it arrived damaged, isn’t what you expected, or just doesn’t work out — we’re here to help.
This policy explains how returns, replacements, and refunds are handled.
- Eligibility: Requests accepted within 30 days of delivery
- Cancellations: Orders cannot be cancelled once placed
- Defective or incorrect items: Free replacement offered first (no return required in most cases)
- Returns: Buyer-paid return shipping may apply
- Delivery issues: Delivery support if your order hasn’t arrived within 30 days
Return Eligibility Window
Return or support requests must be submitted within 30 days of delivery.
Requests made outside this window may not be eligible for resolution.
Order Cancellations
Due to the nature of our fulfillment process, orders cannot be cancelled once placed. Orders are routed through automated systems and third-party logistics providers, and processing begins immediately after checkout.
If you no longer wish to keep the item after it arrives, you may request a return under the standard return conditions outlined below.
What Qualifies as a Defective Item
An item may be considered defective if it:
- Arrives damaged
- Is not functioning as intended upon arrival
- Is missing parts or components
- Is a different item, size, or variant than what was ordered
This does not include issues caused by normal wear, incorrect setup, misuse, accidental damage, or compatibility limitations.
Proof Requirements
To help us resolve issues quickly and fairly, we may request proof of the issue:
- Photos for visible damage or missing parts
- Short video for functional or performance-related issues
Proof should be provided within a reasonable time after delivery and before the item has been extensively used.
Failure to provide requested proof may limit available resolution options.
Our Resolution Approach (Replacement First)
If an item arrives defective, damaged, or incorrect, our preferred and default resolution is to provide a free replacement, without requiring a return.
In many cases, this is the fastest and simplest solution.
For issues such as wrong items received, orders not received, or orders stuck in transit beyond 30 days, only replacement is available as a first resolution. Refunds for these cases are considered only if the replacement also encounters a delivery or fulfillment issue.
Alternative Resolutions
Depending on the situation, we may also offer:
- A replacement with a different product (price differences adjusted accordingly)
- Store credit
- A refund, subject to return requirements (buyer-paid return shipping for all returns)
Resolution options may vary based on the nature of the issue and order history.
Refunds & Returns by Choice (Non-Defective Items)
If you wish to return an item for reasons other than defect (e.g. preference or change of mind):
- Returns must be requested within 30 days of delivery
- The item must be unused and in original condition
- Return shipping costs are the responsibility of the customer
Refunds are issued only after the returned item is received and inspected.
Pet Preference & Engagement
Cat products depend on individual pet preferences, behavior, and temperament. If your cat does not engage with or show interest in a product, this is not considered a defect.
In these cases, standard return conditions for non-defective items apply (30-day window, unused or lightly used condition, buyer-paid return shipping).
International Returns & Return Shipping
If a return is approved, the item must be shipped to our designated return facility.
Depending on the product and fulfillment location, returns may require international shipping, and return shipping costs are the responsibility of the customer.
Return instructions and the applicable return address will be provided after return approval.
Non-Returnable Items
Some items may be non-returnable due to hygiene, safety, or product-specific reasons.
When applicable, non-returnable status is clearly stated on the product page at the time of purchase.
Used or Altered Items
Items showing signs of use beyond initial inspection, modification, or damage caused after delivery may not be eligible for return, refund, or replacement.
However, if a product fails structurally under normal use by your cat within a short period (e.g. seams splitting, parts breaking during expected play), this may be considered a quality issue. Contact us with photos or a short video and we will review on a case-by-case basis.
Repeated or Unreasonable Claims
To ensure fair service for all customers, PawKitty reserves the right to limit resolution options in cases of repeated claims, multiple replacement requests for the same order, or suspected misuse of our policies.
Refund Processing
If a refund is approved:
- Refunds are issued to the original payment method only
- Processing time is 5–10 business days after approval
- Any currency exchange rate differences or fees charged by financial institutions are not covered by PawKitty
Items Marked as Delivered but Not Received
If tracking confirms delivery, the order is considered delivered.
For concerns after delivery confirmation, please contact us and we will review the situation on a case-by-case basis in line with our Shipping Policy.
Returns
Upon receiving a return authorization:
Please use a formal tracking shipment service such as UPS/FedEx/USPS.
Ship to:
PawKitty
UNIT E01 FLAT D 10/F
Wong King Industrial Building
2-4 Tai Yau St, San Po Kong
Hong Kong
How to Contact Us
For return or refund requests, please contact our support team:
📧 Email: hello@pawkitty.com
⏱ Response time: Within 24–48 business hours
Please include your order number and a brief description of the issue so we can assist you efficiently.
Our Commitment
Our goal is to resolve issues fairly, transparently, and with care. We know your purchase is for your cat — and we want both of you to be happy with the experience.
