Refund Policy

Can I cancel my order?

Yes! You could cancel your order. See below conditions for details.

  • An order canceled before shipment: Please email customerservice@catkittykitty.com or reach us on the Contact Us page to cancel the order. Kindly contact us within 12 hours after making your purchase. After getting the request, the Order will be canceled and the refund will be back to your original payment method.
  • An order cancelled during shipment:  Once the order has been shipped, you will need to return the products after delivery. After returns delivered to us. Then you will get a refund. Please take note that the shipping cost to return the item to us is to be born by you.

 

When I will get my refund?

  • Order Cancelling: Refunds will be sent by us as soon as order cancellation made. But it will take 3-7 working days for banks/credit card companies to process to show on your original payment account.
  • Refunds on returns: After the returned products delivered to our warehouse, we will inspect the returns and process the refund. Once your refund is processed, it will be refunded back to your original method of payment within 3-7 working days. The shipping cost is not refundable.

 

Why I still not received my refund after processed.

If you haven’t received a refund yet:

  • Please be patient to wait 3-7 working days for refunds to return back on your account.
  • After 3-7 working days, if you still have not received your refund yet, please contact us at customerservice@catkittykitty.com. We will help you to check it out.

For more support or information, please email us at customerservice@catkittykitty.com or reach us on the Contact Us page.

 

Can I Return the order?

Yes! Our return policy lasts 30 days. You could return the order in 30 days after delivery. The item must be returned in its original condition.

If 30 days have gone by since you get the order, unfortunately, we can’t offer you a refund or exchange.

Please also read our Return Policy page.

 

What's the Return Process?

  1. Email to customerservice@catkittykitty.com or use the Contact Us page for a return request within 14 days of receiving your order
  2. After communicated, we will send you the shipping label for return.
  3. You just pack the product and label the box 
  4. Call the shipping company to pick up or put the box on your local shipping company office for shipment
  5. After the return package delivered to our warehouse, we will inspect the package and process the refund.
  6. After the refund processed, it will be returned back to your original payment account in 3-7 working days.

 

How much for return shipping cost, who will pay for that?

  • Return shipping costs will be paid by the customer.
  • Return shipping label cost will be deducted from the refund. We will inform you shipping cost before the return process started.
  • Shipping costs are calculated based on shipping method (air, sea or land) and product weight / volume. Different shipping companies have different rates, so it’s best to check and compare which is most affordable and economical. For more details on how shipping costs are calculated, please contact us directly.

 

    Can I return the order If it is the damaged, defective product or the wrongly sent item? Who will pay the return shipping cost?

    Yes, if it is a damaged, defective product or wrongly sent. Please follow these steps to get it returned:

    • Please take the picture/video for proof. If it is a damaged product, please send the proof to the shipping company as well.
    • Email the proof to customerservice@catkittykitty.com for exchange or return. We will help you get it resolved.
    • CatKittyKitty will pay the shipping cost if the product problem caused by us (defective products, wrong shipment).

       

      Can I exchange for the other one?

      • Yes, you could exchange for the other one.
      • But shipment will be paid by you.
      • Please email customerservice@catkittykitty.com to get a fast solution for your order. 

       

      Returns are not acceptable by these conditions:

      • Package delivered after 30 days
      • Package missing original package
      • Package damaged by improper use

      To complete your return, please contact our customer service team via email at customerservice@catkittykitty.com or contact us directly for more information. 

       

      What is the Return Address

      As for the products ship from different warehouses, please email us for the address. After the return approved, we will email you the return address or send the shipping label with the return address.

       

      Contact Us
      Do contact us if you have any queries or further clarification. We will be happy to help you out with your order. 
       

      Email  : customerservice@catkittykitty.com

      Contact Us Form : Contact Us

      Phone No :  1 (888) 692-3588

      WhatsApp : +6013-770 7080

      Business Address : 46 Jalan 2 Kampung Pandan
                                         55100 Kuala Lumpur, MY

      Business Hours : Monday - Friday (9.00am - 6.00pm)