Refund policy

Last updated: 31 July 2026

P.C Mckenzie & Z.A Nicoll (trading as "KittyCaps") wants you and your pet to be completely happy with your purchase. This policy explains when and how refunds and replacements are offered.

Important Notice: Your Statutory Rights Are Not Affected

Nothing in this policy limits or removes any statutory consumer guarantee rights you may have under the law of your country. In particular:

Australian customers: You have rights under the Australian Consumer Law (ACL) including guarantees that products are of acceptable quality, fit for purpose, and match their description.
United Kingdom and EEA customers: You have a 14-day right of withdrawal from the day you receive your order. See the EU/UK Distance Selling Rights section below.
Other jurisdictions: Local consumer protection laws may provide additional rights.

Our Voluntary Refund Policy

In addition to your statutory rights, KittyCaps offers the following voluntary refund and replacement policy:

What We Cover

We offer a refund or free replacement (at our discretion) in the following situations:

Your item arrives damaged or defective.
Your item is significantly not as described (e.g., wrong product, wrong size, major defect).
Your order is lost in transit and has not arrived within 45 days of your order date.

What We Do Not Cover

We do not offer refunds or replacements in the following situations (unless required by law):

Change-of-mind purchases. Please choose carefully before ordering.
Incorrect sizing chosen by the customer. Please refer to our sizing guides before purchase.
Minor colour or appearance variations due to screen display differences or photography lighting.
Delays caused by customs processing, public holidays, or circumstances outside our control. See our Shipping Policy for delivery estimates.
Orders shipped to an incorrect address provided by the customer.

EU/UK Distance Selling Rights (14-Day Cooling-Off Period)

If you are a consumer resident in the United Kingdom, European Union, or European Economic Area, you have the right to cancel your order within 14 calendar days of receiving your item, for any reason, including if you have simply changed your mind.

How It Works

You have 14 days from the day you (or a third party nominated by you) receive your order to notify us of your decision to cancel.
You then have a further 14 days to return the item to us.
You must notify us in writing by emailing support@kittycaps.shop before returning the item.

Return Shipping Costs

You are responsible for the cost of return shipping to our fulfilment partner. We will deduct any direct costs we incur for collecting the goods from your refund, or we may require you to pay these costs upfront.
If you are cancelling because the item is damaged, defective, or not as described, we will also refund your original standard shipping costs.

Refund Process for EU/UK Cancellations

Once we receive your returned item (or proof of postage), we will process your refund within 14 days. Refunds will be made to your original payment method.

How to Request a Refund or Replacement

To be eligible for a refund or replacement under our voluntary policy, contact us within 30 days of delivery (or within 45 days of your order date if your item has not arrived).

Email: support@kittycaps.shop

Please include:

Your order number
A clear description of the issue
Clear photos of the item (this is required for damaged, defective, or not-as-described claims)

Once your request is approved, refunds are typically processed to your original payment method within 5–7 business days.

No Physical Return Required (Our Current Model)

Because KittyCaps works with international fulfilment partners, we do not require customers to physically return items for most claims. Instead:

For damaged, defective, or incorrect items: We may ask you to keep the item and will issue a full refund or send a free replacement (your choice), subject to satisfactory evidence.
For lost items: We will issue a full refund or send a free replacement once our investigation confirms the item is lost.

This is our current practice while we work with our international partners. This does not affect your statutory right to return items if you are an EU/UK consumer exercising your 14-day cooling-off right.

Refund Method

Refunds are issued to the original payment method used for the order. If the original payment method is no longer available, we will issue a store credit.

Future Changes

KittyCaps is planning to transition to in-house manufacturing in the near future. When this transition occurs, this policy may be updated to reflect changes to fulfilment locations, shipping times, and return procedures. We will notify customers of any material changes to this policy.