Return & Exchange Policy

We want you and your furry or fishy friend to be happy with your Kitty & Koi purchases! This policy outlines the guidelines for returning or exchanging items.

1. Return & Exchange Window

You can return or exchange most unused and unopened items within 7 days of purchase.

2. Conditions for Returns & Exchanges

• Items must be in their original, unopened packaging with all tags and labels attached.
• Items must be in unused and resaleable condition.
• Proof of purchase (receipt or order confirmation) is required.

3. Exclusions

Some items may not be eligible for return or exchange, such as:

• Perishable items
• Custom-made items
• Sale items (clearly marked)
• Items damaged due to misuse

4. Return Process

• To initiate a return or exchange, please contact us at support@kittyandkoi.com with your order number and reason for return.
• We will provide you with instructions on how to return the item(s).
• You are responsible for return shipping costs unless the return is due to our error.

5. Refunds & Exchanges

• We do not offer refunds to the original payment method for returns.
• Upon successful return, we will issue you store credit in the form of Kitty & Koi points equivalent to the original purchase price of the returned item(s).
• Kitty & Koi points can be used towards future purchases on our website.
• Exchanges for a different size or item are subject to availability.

6. Disclaimer

Kitty & Koi reserves the right to limit returns or exchanges at our discretion, particularly for excessive returns or suspected misuse of our return policy.

7. Contact Us

If you have any questions regarding our return & exchange policy, please don't hesitate to contact us on support@kittyandkoi.com.