Refund and Return Policy

Delivery & Returns

At Kitty Purrniture FZ LLC, customer satisfaction is our priority. We take pride in crafting high-quality, custom-made cat furniture designed to enhance your pet’s comfort and your home’s aesthetic. Because each order is made to order, we have specific guidelines regarding returns and refunds to ensure a seamless experience for our customers while protecting our workshop’s craftsmanship.

If you have any concerns about your order, please reach out to us through our Customer Service Via WhatsApp or Email to initiate a request.

Returns (Pre-Specified Specs / Listed Items)

The majority of Kitty Purrniture products are custom-made On-Demand when an order is placed. Given this model, our return and refund policies are structured to balance customer convenience with the sustainability of our production process.

To be eligible for a return, items must be unused, in the same condition you received them, and in their original packaging (if applicable).

Cancelling an Order (Before Delivery)

  • You may cancel your order within 24 hours of placing it for a full refund, minus a 3% processing fee.
  • After 24 hours, your order enters production, and cancellations are no longer possible. Any changes at this stage will be treated as a return request under the post-delivery policies outlined below.

Policies & Return Scenarios (Post-Delivery)

Our return policy lasts 14 days from the date of delivery. If 14 days have passed, unfortunately, we cannot offer a refund or exchange, but warranty claims may still apply. Return shipping charges will apply if the product is not returned upon delivery.

1. Product Not Matching the Listing

If the product you receive does not match the specifications on our website, you may request a return through our Customer Service Via WhatsApp or Email. However, if upon inspection the product is found to match the listing, the refund request will be rejected, and an alternative resolution (such as an exchange) may be offered.

2. Late Delivery

  • Orders are delivered according to the estimated date displayed at checkout.
  • If no estimated date is specified, orders will be delivered within 10 business days (15 days total) unless stated otherwise by customer care.
  • If your order is severely delayed (30+ days), you are eligible for a full refund.

3. Change of Mind

  • If you change your mind, you can cancel within 24 hours of placing your order for a full refund, minus a 3% processing fee.
  • If the request is made after 24 hours, a refund will only be issued as store credit, and production fees will be deducted.

4. Product Did Not Fit / Incorrect Dimensions

  • All products have clear sizing details on their respective listing pages.
  • We recommend measuring your space before placing an order. If the product does not fit your space as expected, the return will only be eligible for store credit after deducting production costs.
  • For size modifications, please reach out to our customer care team before placing an order for customization.

For any cases beyond the above scenarios, we do not process refunds but may offer compensation or an exchange depending on the situation.

Returns (Customized Orders / Custom Specifications)

Since custom-made furniture is tailored specifically to your preferences, these items cannot be resold or restocked, making refunds inapplicable. Please confirm all details before placing a customized order.

Damaged Custom Orders

If your custom order arrives damaged, we will arrange a hassle-free replacement at no extra cost. Our team will coordinate a return and deliver a newly produced item as soon as possible.

Exempt Goods

The following items cannot be returned:

  • Custom-made furniture (unless defective or damaged)
  • Pet bedding, pillows, rugs, and fabric-based accessories due to hygiene reasons
  • Gift cards

Refund Processing & Timeline

  • Refunds are issued within 5-7 business days after we receive and inspect the returned item.
  • Refunds will be processed to the original payment method, minus a 3% processing fee.

If you have not received your refund within the expected timeframe:

  1. Check your bank account again.
  2. Contact your card-issuing bank, as processing times vary.
  3. If you still have issues, please reach out to us at meow].

For any further questions or to initiate a return, please visit our Returns Center or contact our team at meow@kittypurrniture.com