Refund Policy
Returns & Hygiene Policy
We stand behind the quality of our gear. If you are not satisfied with your purchase, we are here to assist within our international service guidelines.
Hygiene & Safety Standards
For the protection of all pets, Kittyoo adheres to a rigorous hygiene protocol. Because pet apparel can carry dander and biological allergens, we can only accept returns on items in "Pristine Condition."
- Indoor Trials Only: We recommend trying the gear on your pet indoors for no more than 5 minutes to ensure fit. Items used outdoors or during walks are ineligible for return.
- Zero-Hair Policy: Please ensure the garment is 100% free of pet hair, dander, and odors. We suggest using a lint roller before repacking.
- Original Packaging: Items must be returned with all original tags attached and in the original protective bag.
- Ineligible Items: Items that have been laundered, stained, or show visible wear will be rejected and returned to the sender at their expense.
International Shipping & Duties
DDP Service
All Canadian orders are shipped Delivered Duty Paid. We pre-pay all GST/HST and import fees so you face no hidden costs at your doorstep.
Logistics Fees
Complimentary shipping for orders over £40 GBP (~$70 CAD). A standard logistics fee of £3 (~$5 CAD) applies to smaller parcels.
Return Transit
For change-of-mind or sizing returns, a £3 GBP processing fee is deducted from the refund to cover international handling.
How to Initiate a Return
STEP 01
Authentication
Contact our support within 30 days of delivery. Provide your order number and photos of the item's current condition.
STEP 02
Approval
Once approved, you will receive instructions for our North American processing centre to minimize your transit time.
STEP 03
Reimbursement
After inspection (5-7 business days), your refund will be issued in GBP to your original payment method.
Questions Regarding Sizing?
To prevent the inconvenience of a return and to ensure your pet's comfort, our sizing specialists are available to review your measurements.
Email: support@kittyoo.com