Our refunds and exchanges policy is simple: you can ask for a return or exchange within 30 days after delivery. Kittysum ships every order from our warehouse in China, and returns go back to our returns warehouse in China. So please email us first, and we will send you the return address.
Refunds and Exchanges at a Glance
| Topic | Our policy |
|---|---|
| Time limit | 30 days from the delivery date |
| Condition | Unopened and unused, unless the item arrived damaged, defective or incorrect |
| First step | Email us for a return authorization (RMA) number |
| Return address | Our returns warehouse in China, sent with your RMA number |
| Return shipping | We cover it for damaged, defective or incorrect items |
| Refund method | Your original payment method |
What Can You Return?
Our refunds and exchanges rules start with safety. Kittysum products are pet supplements that your cat eats. For that reason, a change-of-mind return must be unopened, unused and in its original packaging. Please also keep your proof of purchase.
However, if an item arrives damaged, defective or incorrect, it is always eligible, even if you opened it. You cannot return gift cards or final-sale items for a change of mind.
How to Request Refunds and Exchanges
- Email us within 30 days of delivery at 1527056290qq@gmail.com. Include your order number, the item and the reason. For a damaged or wrong item, add clear photos of the item and the box.
- Get your RMA number. We reply within 1 to 2 business days with your RMA number and our return address. Please do not send anything before then, because we may refuse parcels without an RMA number.
- Pack the item well. Use the original box or a sturdy one, and write the RMA number on the outside.
- Ship it with tracking. Then email us the tracking number. For items over $50, we suggest shipping insurance.
Who Pays for Return Shipping?
- Damaged, defective or incorrect items: we send a prepaid label or refund your reasonable shipping cost. In some cases, we may simply send a replacement.
- Change of mind: you pay the return shipping and any customs fees for sending the parcel to China.
Also, please note that parcels to China can take 2 to 4 weeks and may need a customs form. We cannot trace returns sent without tracking.
When Will I Get My Refund?
First, we inspect your return. Then we tell you within 3 business days whether the refund is approved. After approval, we refund your original payment method.
- Card refunds usually show within 5 to 10 business days.
- PayPal refunds usually show within 3 to 5 business days.
We do not refund original shipping charges, unless the return is due to our mistake. If you still see no refund after 10 business days, please check with your bank, then contact us.
How Exchanges Work
Want a different product or pack size? First, follow the same steps as a return. Then, once we receive and approve the return, we confirm your new item by email and send it, or refund you so you can order what you prefer. In short, refunds and exchanges follow one simple process.
Cancelling an Order
Email 1527056290qq@gmail.com within 12 hours of your order, with "Cancellation request" in the subject line. If the order has not shipped, we cancel it and refund you in full. Otherwise, please wait for delivery and start a return.
Payment Disputes
Please talk to us before you open a chargeback. We solve most problems faster through our refunds and exchanges process. The FTC guide to disputing card charges explains how bank disputes work, and they can take 30 to 90 days.
Questions About Refunds and Exchanges?
Email 1527056290qq@gmail.com with your order number, and we aim to reply within 2 business days. You can also read our shipping and delivery page, the full refund policy or our contact page.
