Refund policy

Returns and refunds

We want you and your cat to be happy with every Kitty Care order. This policy sits alongside your rights under the Australian Consumer Law, which always apply and are not limited by anything below.

Faulty, damaged or not as described

If your item arrives damaged, develops a fault, or is not as described, you are entitled to a remedy under the Australian Consumer Law. Depending on the issue this will be a replacement, repair or full refund, and we will also cover return shipping where a return is needed. Email us with your order number and a photo of the issue and we will sort it quickly.

Change of mind

If you simply change your mind, contact us within 30 days of delivery. Change of mind items must be unused and in their original packaging. Once approved and returned, we refund the purchase price. Return postage for change of mind returns is at the buyer's cost.

Orders that do not arrive

Every order is tracked. If your order has not arrived within 30 days of your order date, contact us and we will replace it or refund you in full. No forms, no fuss.

How to start a return

Email support@kittycare.au with your order number and the reason. We reply within one business day with the next steps. Refunds are processed to your original payment method within 5 business days of approval.