Quality Guarantee

Our quality promise covers every product we sell on our website or in our Etsy shop. It does not cover an item bought from a shop or other seller that resells our products. It covers an item that, when it reaches you:

• is damaged
• is not the item, size or color you ordered, or is missing from your parcel
• has a manufacturing fault, such as a hole, a split or thin patch in the felt, stitching that has come apart, or a shape fault that stops it being used as intended

It also covers a parcel that does not arrive at all.

Tell us about damage within 14 days of delivery, and about anything else on this list within 30 days of delivery. If your parcel does not arrive at all, tell us within 14 business days after the latest expected delivery date shown at checkout or in your order or shipping confirmation email or, if none of them shows a date, within 45 days after we ship it. Business days are Monday to Friday, excluding statutory holidays in British Columbia.

Where your claim is covered, you choose a replacement or a full refund of the item and the shipping you paid for it. If you prefer, we can give you store credit instead, but you never have to accept it. If the item you want is out of stock, we refund you. If we ask you to send the item back, we pay the return postage.

The promise does not apply to consumers in Australia. It is in addition to your statutory rights and does not limit or replace them, and a claim outside the promise may still be one the law gives you. For buyers in the United States, our quality promise is a Limited Warranty, and its full terms are in the Limited Warranty (United States) section of our Refund Policy. Full details are in our Refund Policy.

Where your claim is covered by our quality promise, you choose a replacement or a full refund of the item and the shipping you paid for it. If you prefer, we can give you store credit instead, but you never have to accept it.

If the item you want is out of stock, we refund you. If we ask you to send the item back, we pay the return postage and tell you how to send it.

Where the law of your country gives you other remedies, such as a repair or a price reduction, those rights are not affected by our quality promise. Full details are in our Refund Policy.

Our handmade items are crafted in small batches. Handmade variations can occur, including, without limitation, slight differences in size, weight, shape, stitching placement, felting density, color tone and overall appearance, and flecks in undyed hemp. These handmade 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 colors can appear different depending on lighting conditions and the display settings of your device.

If you receive the wrong item, the wrong variant or color, 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 if you still have them.
• Keep the box, the packaging and the shipping label if you still have them, until your claim is settled, because the carrier may ask to inspect them.

We will put it right at our cost under our quality promise: tell us within 30 days of delivery (if the whole parcel has not arrived, see When Should I Report A Problem?). We pay any return postage and we arrange the carrier. In Australia, the Australia section of our Refund Policy applies instead.

Our quality promise does not cover the following, and an issue caused by one of them, rather than by the goods, is not a fault in the goods:

• Soiling by a pet, such as urine, spraying, vomit or faeces, after delivery
• Normal wear, fuzzing and pilling, and the normal compression and softening of felt over time
• Chewing, clawing, tearing or shredding by a pet, and use that does not follow our Care & Maintenance instructions
• The small differences in size, shape, color and felting that come with handmade felt

We assess the cause of an issue on a case-by-case basis, and nothing here limits your statutory rights. The country sections of our Refund Policy explain when the law presumes that a fault was present at delivery.

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 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 hello@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, taken in daylight if you can
• for damage, a wrong item or a missing item, photos of the box, the packaging and the shipping label if you still have them

If you still have them, please keep the box, the packaging and the shipping label until your claim is settled, because the carrier may ask to inspect them. 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.

Please tell us as soon as you notice a problem. Under our quality promise, tell us about damage within 14 days of delivery, and about an item that is not the one you ordered, is missing from your parcel or has a manufacturing fault within 30 days of delivery. If your parcel does not arrive at all, tell us within 14 business days after the latest expected delivery date shown at checkout or in your order or shipping confirmation email or, if none of them shows a date, within 45 days after we ship it.

Business days are Monday to Friday, excluding statutory holidays in British Columbia. These times apply to our quality promise only. Reporting later does not affect any statutory right you have, including your right to receive your order or a full refund if it never arrives, and we assess every claim on its merits. The promise does not apply in Australia. Full details are in our Refund Policy.