Returns & Refunds

Returns & Refunds Policy | Returns, Exchanges & Damaged Items | KiTA

Learn how KiTA handles returns, refunds, exchanges, damaged items, missing items, personalized products, and order cancellations.

Returns & Refunds Policy

At KiTA, we want every order to feel safe, clear, and easy to understand. If something is not right with your pet product, we are here to help.

This policy explains how returns, refunds, exchanges, damaged items, missing items, and personalized products are handled.

Quick Return Summary：

Most eligible items can be returned within 30 days after delivery.

Items must be unused, unwashed, undamaged, and returned in their original condition.

Damaged, defective, incorrect, or missing items should be reported within 7 days of delivery.

Personalized or custom-made products cannot be returned unless they arrive damaged, defective, or incorrect.

Refunds are processed after the returned item has been received and inspected.

Original shipping fees are non-refundable unless the issue was caused by our error.

Return Window：

You may request a return within 30 days after your order is delivered.

To be eligible for a return, the item must be:

Unused and unwashed

In its original condition

Returned with original packaging, tags, accessories, manuals, and parts

Free from pet hair, stains, odors, bite marks, scratches, or signs of use

Items that do not meet these conditions may not be eligible for a full refund.

How to Start a Return：

To request a return, please contact us before sending anything back.

Email: [kita.lmf@gmail.com](mailto:kita.lmf@gmail.com)

Please include:

Your order number

The email address used for the order

The item you want to return

The reason for the return

Photos or videos, if the item is damaged, defective, incorrect, or incomplete

After reviewing your request, we will provide the next steps. Please do not send items back without contacting us first. Returns sent without approval may not be accepted.

Damaged, Defective, or Incorrect Items：

If your item arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.

Please include clear photos or videos of:

The item

The issue

The shipping package

The shipping label

Once we review your case, we may offer a replacement, refund, partial refund, or another suitable solution.

Missing Items：

If your order is missing an item, please contact us within 7 days of delivery.

Please include your order number and photos of the package you received. We will check your order details and help resolve the issue as quickly as possible.

Personalized Products：

Personalized or custom-made products are created especially for you. Because of this, they cannot be canceled, returned, or refunded once production has started, unless the item arrives damaged, defective, or incorrect.

Please check all names, photos, sizes, colors, and customization details carefully before placing your order.

Non-Returnable Items：

Some items cannot be returned unless they arrive damaged, defective, or incorrect.

Non-returnable items may include:

Personalized or custom-made products

Used, washed, stained, or damaged pet products

Items with pet hair, odors, bite marks, scratches, or signs of use

Final sale or clearance items

Gift cards or digital products, if applicable

Items marked as non-returnable on the product page

Return Shipping Costs：

If the return is caused by a damaged, defective, incorrect, or missing item due to our error, we will help provide a suitable solution.

If the return is due to a change of mind, wrong size selection, wrong address, or personal preference, the customer is responsible for return shipping costs.

Original shipping fees are non-refundable unless the return is caused by our error.

Refunds：

Once we receive and inspect your returned item, we will notify you whether your refund has been approve

If approved, your refund will be issued to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.

Partial Refunds ：

A partial refund may be issued if:

The item is returned with missing parts or packaging

The item shows signs of use

The item is not returned in its original condition

Only part of the order is returned

Exchanges ：

A partial refund may be issued if:

We may offer exchanges for eligible items, depending on stock availability.

Only part of the order is returned

Order Cancellations ：

If you need to cancel or change your order, please contact us as soon as possible.

We can only cancel or update an order before it has been processed, personalized, packed, or shipped. Once an order has been processed or shipped, cancellation may no longer be possible.

Late or Missing Refunds ：

If you have not received your refund yet, please first check your bank account or payment provider.

Then contact your credit card company or bank, as processing times may vary.

If you have done this and still have not received your refund, please contact us at [kita.lmf@gmail.com](mailto:kita.lmf@gmail.com).

Returns & Refunds

Returns & Refunds Policy

At KiTA, we want every order to feel safe, clear, and easy to understand. If something is not right with your pet product, we are here to help.

This policy explains how returns, refunds, exchanges, damaged items, missing items, and personalized products are handled.

Quick Return Summary：

Most eligible items can be returned within 30 days after delivery.

Items must be unused, unwashed, undamaged, and returned in their original condition.

Damaged, defective, incorrect, or missing items should be reported within 7 days of delivery.

Personalized or custom-made products cannot be returned unless they arrive damaged, defective, or incorrect.

Refunds are processed after the returned item has been received and inspected.

Original shipping fees are non-refundable unless the issue was caused by our error.

Return Window：

You may request a return within 30 days after your order is delivered.

To be eligible for a return, the item must be:

Unused and unwashed

In its original condition

Returned with original packaging, tags, accessories, manuals, and parts

Free from pet hair, stains, odors, bite marks, scratches, or signs of use

Items that do not meet these conditions may not be eligible for a full refund.

How to Start a Return：

To request a return, please contact us before sending anything back.

Email: [kita.lmf@gmail.com](mailto:kita.lmf@gmail.com)

Please include:

Your order number

The email address used for the order

The item you want to return

The reason for the return

Photos or videos, if the item is damaged, defective, incorrect, or incomplete

After reviewing your request, we will provide the next steps. Please do not send items back without contacting us first. Returns sent without approval may not be accepted.

Damaged, Defective, or Incorrect Items：

If your item arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.

Please include clear photos or videos of:

The item

The issue

The shipping package

The shipping label

Once we review your case, we may offer a replacement, refund, partial refund, or another suitable solution.

Missing Items：

If your order is missing an item, please contact us within 7 days of delivery.

Please include your order number and photos of the package you received. We will check your order details and help resolve the issue as quickly as possible.

Personalized Products：

Personalized or custom-made products are created especially for you. Because of this, they cannot be canceled, returned, or refunded once production has started, unless the item arrives damaged, defective, or incorrect.

Please check all names, photos, sizes, colors, and customization details carefully before placing your order.

Non-Returnable Items：

Some items cannot be returned unless they arrive damaged, defective, or incorrect.

Non-returnable items may include:

Personalized or custom-made products

Used, washed, stained, or damaged pet products

Items with pet hair, odors, bite marks, scratches, or signs of use

Final sale or clearance items

Gift cards or digital products, if applicable

Items marked as non-returnable on the product page

Return Shipping Costs：

If the return is caused by a damaged, defective, incorrect, or missing item due to our error, we will help provide a suitable solution.

If the return is due to a change of mind, wrong size selection, wrong address, or personal preference, the customer is responsible for return shipping costs.

Original shipping fees are non-refundable unless the return is caused by our error.

Refunds：

Once we receive and inspect your returned item, we will notify you whether your refund has been approve

If approved, your refund will be issued to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.

Partial Refunds ：

A partial refund may be issued if:

The item is returned with missing parts or packaging

The item shows signs of use

The item is not returned in its original condition

Only part of the order is returned

Exchanges ：

A partial refund may be issued if:

We may offer exchanges for eligible items, depending on stock availability.

Only part of the order is returned

Order Cancellations ：

If you need to cancel or change your order, please contact us as soon as possible.

We can only cancel or update an order before it has been processed, personalized, packed, or shipped. Once an order has been processed or shipped, cancellation may no longer be possible.

Late or Missing Refunds ：

If you have not received your refund yet, please first check your bank account or payment provider.

Then contact your credit card company or bank, as processing times may vary.

If you have done this and still have not received your refund, please contact us at [kita.lmf@gmail.com](mailto:kita.lmf@gmail.com).

Related articles：

How do I request a return or exchange?

What should I do if my order is missing an item?

Can I change or cancel my order?