Shipments and returns
Your pack shipment
Packages are generally dispatched within 2 days after receipt of payment and are shipped via couriers with tracking. If you prefer delivery by couriers without signature, please instruct us
Shipping fees include handling and packing fees as well as postage costs. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects.
Boxes are amply sized and your items are well-protected.
We can send to overseas by international couriers. Please contact us for your interested items. We will contact you for various shipping methods and charges.
Customers in New Zealand shall be protected by Consumer Guarantees Act.
All return process takes up to 7 business days.
To return a product to The Kitty Shop directly, you can either take it into one of our stores along with the receipt/invoice, or to return a product to our online store and head office, please contact us for return instruction.
Changing your mind / purchasing the wrong product by mistake
If you change your mind after making a purchase, or realise you have purchased the incorrect item, you can enjoy the peace of mind that we offer a 7 day exchange policy (excludes special order items).
If there is not a suitable product that can be exchanged for your returned item you will be offered a credit on your account or gift voucher based on the value paid at the time of purchase.
To exchange a product, goods must be sealed / unopened, with packaging in original condition, and we will need to be notified within 7 days of purchase / delivery. Special order items are excluded and cannot be returned / exchanged.
Incorrectly supplied products
If you have been accidentally supplied the wrong product, The Kitty Shop will supply the correct product (where it is available) or issue a credit / refund.
In order to supply the correct product, the incorrect product will first need to be returned to us. The Kitty Shop can arrange the collection of the incorrect product by courier if you purchased online.
In this scenario we will need to be notified within 7 days of purchase / delivery and the incorrect product supplied must be in resalable / unused condition.
Products damaged in transit
If your product has been damaged during transit to your delivery address we will replace your product, or issue a credit / refund where a suitable replacement is not available.
All returns of this nature must be made within 7 days of purchase / delivery and we can arrange the collection of your product by courier if you purchased online.
Products that are faulty upon arrival / first use
If the product you received is faulty upon arrival / first use, The Kitty Shop will either repair or replace your product, or issue a credit / refund where a suitable replacement is not available.
In order to repair, replace or issue a credit / refund for your faulty product, it will need to be returned to us so we can test and confirm that it is faulty.
All returns of this nature must be made within 14 days of purchase / delivery and we can arrange the collection of your product by courier if you purchased online.
Products that are faulty within the warranty period
If your product is faulty or has stopped working as intended and is still within the warranty period specified when you purchased your product, The Kitty Shop will repair or replace your product or issue a credit / refund where a suitable replacement is not available.
In order to repair, replace or issue a credit / refund for your faulty product, it will need to be returned to us so we can test and confirm that it is faulty. You may also be able to contact the manufacturer directly to arrange a repair / replacement.
Returns of this nature can be made any time within the warranty period and it is your responsibility to cover any costs of returning the product to us.
Testing fees and return freight
If you return a product to us that is not faulty, you may be liable for a testing fee and freight charges to return the product to you.
In some special circumstances including when products are sold to wholesale customers, we may agree (at our discretion) to accept a return of a product that is not faulty. In these situations there will be a handling fee equal to at least 20% of the goods value. Delivery, service and assembly fees are not refunded at all.