We cover verified craftsmanship defects (materials and workmanship) under normal, intended use and when our Care & Maintenance instructions (where applicable) have been followed.

Examples of issues that can qualify include (without limitation):

• structural stitching failure not consistent with pet damage or misuse
• significant manufacturing faults present on arrival
• defects that render the product non-functional under intended use

We do not provide durability coverage for outcomes caused by misuse, pet damage, accidents, or failure to follow care and safety instructions.

Beds / Caves

Covered for 1 year from the date of delivery for verified craftsmanship defects, assessed on a case-by-case basis and at our discretion, subject to all exclusions and care requirements.

Mats

Covered for 1 year from the date of delivery for verified craftsmanship defects, assessed on a case-by-case basis and at our discretion, subject to all exclusions and care requirements.

Toys

Due to variability in pet behaviour and supervision, toys are not covered by a durability guarantee. If a toy arrives defective or damaged in transit, contact us within 7 days of delivery with clear photos. We assess claims on a case-by-case basis and at our discretion and provide a remedy at our discretion.

Gifts for Humans (Apparel & Accessories)

If a gift for humans arrives incorrect, damaged in transit, or appears to have a craftsmanship issue present on arrival, contact us within 7 days of delivery with clear photos. We assess claims on a case-by-case basis and at our discretion and provide a remedy at our discretion.

Coverage does not apply to issues consistent with:

• pet damage (chewing, clawing, tearing, shredding)
• misuse or abnormal use (including continued use when a pet attempts to ingest materials)
• failure to follow Care & Maintenance instructions (where applicable)
• washing/soiling/odour issues
• normal wear and tear
• natural compression/softening over time
• minor handmade variations described above

We assess the cause of an issue on a case-by-case basis and at our discretion.

Our beds and bedding are not suitable for pets with known urinary or bowel accidents, including pets with urinary incontinence or fecal incontinence, or pets who routinely soil bedding. If your pet has accidents, use a waterproof/washable pet bed designed for that purpose.

Our toys are designed for normal, supervised play and are durable, but not indestructible. Our toys are not suitable for pets known to:

• chew destructively beyond normal play
• shred fabric/felt
• attempt to ingest toy materials
  If your pet attempts to eat any part of a toy, discontinue use immediately.

If you receive the wrong item, wrong variant/colour, or something is missing:

• you must contact us before returning anything
• we require clear, well-lit photos of what you received (including packaging/shipping label)

We determine the appropriate remedy on a case-by-case basis and at our discretion, including whether a return is required and whether a prepaid label is provided.

To be eligible for the fastest resolution, you must contact us within 7 days of delivery for:

• shipping damage
• incorrect items/variants
• missing items
• visible craftsmanship issues present on arrival

After 7 days, we assess concerns on a case-by-case basis and at our discretion.

If we verify an eligible issue, we provide a remedy on a case-by-case basis and at our discretion, which can include:

• replacement/exchange
• repair
• store credit
• refund

Refunds are provided on a case-by-case basis and at our discretion, typically when:

• a replacement is not available (out of stock/discontinued), and
• store credit is declined

If a refund is the only remedy due to our error, the refund includes the item and the original outbound shipping paid.

Email info@kittycathabitat.ca with:

• your order number + name on the order
• a short description of the issue
• several clear, well-lit photos that show the issue
• for incorrect items/delivery issues: photos of the shipping label and packaging

We review and respond within 48 hours (business days).

We assess claims on a case-by-case basis and at our discretion.

You must contact us and receive return instructions and a Return Authorization (RMA) prior to returning any of our products.

• Items sent without an RMA are not eligible for processing, and shipping costs will not be reimbursed.
• If you ship a return using your own method without our written approval, shipping costs will not be reimbursed, and you assume responsibility for the package until it is delivered to us and confirmed received.

Many of our items are handmade and crafted in small batches. As a result, natural variations can occur, including (without limitation) slight differences in size, weight, shape, stitching placement, felting density, colour tone, and overall appearance. These natural variations are not defects and do not affect product function or safety when used as intended. We assess any concerns on a case-by-case basis and at our discretion.

Product photos are representative; exact appearance can vary from item to item.
Colours can appear different depending on lighting conditions and the display settings of your electronic device.

To reduce waste, we typically do not require physical returns for verified defects. When an item is still safe and reusable, we direct donation to a local animal shelter on a case-by-case basis and at our discretion.

When Returns Are Required

If a return is required, return requirements, timing, and shipping arrangements are determined on a case-by-case basis and at our discretion.