Refunds & Exchange

Our Promise

At KittySpout, our mission is simple, we want you and your cat to love every product you try.

If something doesn’t work out, we make it easy to exchange, return, or get your money back — no fine print, no stress.

1. Our 365-Day Guarantee

Every original KittySpout purchase comes with a 365-day satisfaction guarantee from the date of delivery of your original order.

This means you’re covered for any eligible issue—defect, quality concern, or dissatisfaction—within that period.

What the guarantee includes:

  • Manufacturing defects or quality issues that affect function.

  • Product performance concerns where your cat simply didn’t like it (within policy conditions).

  • Issues with workmanship or materials that develop under normal household use.

What the guarantee does not include or restart:

  • Replacement items or exchanges given under warranty or as a goodwill gesture do not start a new 365-day guarantee.

    • The guarantee continues from the original purchase date, not the replacement’s shipping date.

  • Wear, damage, or malfunction caused by misuse, neglect, or abnormal conditions (chewing wires, dropping units, water contamination, etc.).

  • Cosmetic wear that doesn’t affect product function (minor scratches, fading, etc.).

  • Consumable components (filters, supplements) beyond their normal lifespan.

If a replacement item fails within your original guarantee window, we’ll continue to support you—but the guarantee expires 365 days after your original order, not after each replacement. Unless you purchased a guarantee extension.

Example: If your original purchase was on March 1, 2025, your guarantee runs through March 1, 2026—even if you received a replacement in August 2025.

2. How Long You Have

We stand behind everything we make with a 365-Day Satisfaction Guarantee:

  • Days 0 – 45: You can choose a refund, exchange, or store credit.

  • Days 46 – 365: You’re still covered — we’ll gladly offer an exchange or store credit.

  • After 365 days, returns are not eligible unless covered by a warranty or special exception.

This approach keeps our guarantee generous while ensuring fairness for all customers.

3. What You Can Choose

Option

Description

When It Applies

Exchange

Swap your item for another size, color, or product.

Anytime within 365 days.

Store Credit

Instant digital credit (valid 12 months) to spend later.

Anytime within 365 days.

Refund

Money back to your original payment method.

Within 45 days of delivery only.

Refunds are processed within 5 business days of inspection and approval.

4. Shipping Costs

  • We pay return shipping if: The item is defective, damaged on arrival, if we sent the wrong product, and if you bought the package protection with your order.

  • You pay return shipping if: You simply changed your mind or your cat didn't like it.

5. Conditions for a Return

To keep things fair and sustainable:

  • Items must be clean, undamaged, and in their original packaging (unless defective).

  • Used items are eligible only for store credit or partial refund based on condition.

  • Non-Returnable: "Final Sale" items and opened consumables (filters, supplements) are not eligible for return.

  • Refunds are not available after 45 days.

6. How to Start a Return or Exchange

  1. Visit our Returns Portal.

  2. Enter your order number + email, select your reason, and upload a photo if needed.

  3. Choose your preferred option: exchange, store credit, or refund (if within 45 days).

  4. Print the shipping label we provide (or your own if returning by preference).

  5. Ship the item back and keep tracking details.

  6. We’ll confirm receipt, inspection, and send your refund, exchange, or credit email within 5 business days.

7. Important Notes

  • Refunds go back to the original payment method only.

  • Store credit is issued instantly once your return is approved.

  • Refunds typically appear on your statement within 7-10 business days depending on your bank.

  • Original shipping fees (if applicable) are not refundable.

  • For gifts, we can issue store credit to the recipient instead of refunding the original purchaser.

8. Items That Can’t Be Returned

  • Products marked “Final Sale” or “Non-Returnable.”

  • Opened filters, used supplements, or consumables.

  • Items purchased from third-party marketplaces (please contact them directly).

10. Need Help?

Email [email protected]

We’re here Monday–Friday, 9 AM – 10 PM EST, and typically respond within 2 hours.