Refund policy
Defective, Damaged, or Incorrect Products
At KittyLoop, we want to make sure you receive your order in good condition and exactly as requested.
If the product you received meets any of the following conditions:
- Arrived damaged or broken
- Does not function properly
- You received the wrong model, color, or item
you may request either:
- a replacement product, or
- a full refund.
The choice between a replacement or a refund will be up to the customer.
Requirements for Refund or Replacement Requests
To process your request correctly, we will require the following information:
- Order number
- Clear photos of the product received
- A video showing the issue (for products that are not functioning properly)
- Photos of the packaging received, if applicable
This information is required to:
- verify the issue,
- prevent fraudulent claims,
- and help us resolve the issue with our fulfillment provider.
Timeframe to Report an Issue
Issues related to defective, damaged, or incorrect products must be reported within 30 days after the delivery date.
Requests submitted after this period may not be accepted.
Items Not Eligible for Refunds or Returns
We do not accept refunds or returns for the following situations:
- Change of mind
- Incorrect use of the product
- Damage caused by the customer
- Normal wear and tear
- Personal preferences or subjective expectations
- Orders placed with incorrect shipping information provided by the customer
Is Returning the Product Required?
In most cases, returning the defective or incorrect product will not be necessary.
Depending on the situation, we may:
- send a replacement product at no additional cost,
- offer a partial refund,
- or issue a full refund.
We reserve the right to request the return of the product in certain specific cases.
Refund Processing
Once the refund request has been approved, the refund will be processed to the original payment method.
Processing times may vary depending on the customer’s bank or payment provider, typically between 5–10 business days.
Contact Information
If you need assistance regarding your order, please contact us at:
kittyloopstore@outlook.com