Quality Guarantee

We cover verified craftsmanship defects in materials and workmanship for two years from the date of delivery, on every product we sell, including toys, under normal intended use and where our Care & Maintenance instructions, where applicable, have been followed.

Examples of issues that 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
• items that do not match their description or the photographs shown

Where a claim is verified, we pay the cost of returning the item, we choose and arrange the carrier, we carry the risk in return transit, and we do not charge you anything.

This guarantee is offered voluntarily, in addition to your statutory rights, and does not replace them.

Where we verify a fault, we will offer a remedy. Depending on the circumstances and on what your statutory rights provide, this may be a replacement, a repair, a price reduction, store credit or a refund.

Where the law of your country gives you the right to choose between a repair and a replacement, that choice is yours, and we will follow it unless the option you choose is impossible or would cost us disproportionately more than the alternative.

Where a replacement is not available because the item is out of stock or discontinued, and you do not want store credit, we refund you.

Where a refund is given because of our error, the refund includes the item price and the original outbound shipping you paid.

Refunds are made to your original payment method. You will not be charged any fee for a refund. Full details are in our Return and Refund Policy.

All of our items are handmade and crafted in small batches. 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.

Product photos are representative. Exact appearance can vary from item to item, and colours can appear different depending on lighting conditions and the display settings of your device.

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

• Contact us before returning anything.
• Send us clear, well-lit photos of what you received, including the packaging and shipping label.

We will put it right at our cost. We pay any return postage and we arrange the carrier.

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. Where a fault appears within the first year after delivery, it is presumed to have been present at delivery unless we show otherwise, and in some countries that presumption runs for two years.

Our beds and bedding are not suitable for pets with known urinary or bowel accidents, including pets with urinary incontinence or faecal 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.

Email info@kittycathabitat.ca with:

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

We respond within 48 hours on business days. You do not need to return the item before we assess the claim, and you do not need a Return Authorization to make one.

Two years from delivery on every product we sell. Cat beds, cat caves, cat mats, cat toys, wooden coasters, wooden keychains, t-shirts and greeting cards are all covered for verified craftsmanship defects for two years from the date of delivery, subject to the exclusions and care requirements above.

Coverage applies everywhere we ship: Canada, the United States, the United Kingdom, the European Union, Iceland, Norway, Switzerland, Australia, New Zealand and Japan.

To get the fastest resolution, please contact us within seven days of delivery for shipping damage, incorrect items or variants, missing items, and visible craftsmanship issues present on arrival. This seven-day window is a service target, not a deadline. Reporting later does not affect your two-year coverage or any statutory right you have. We assess every claim on its merits.