Refund policy

Last updated: 9 November 2026

This policy applies to retail orders. It does not apply to wholesale orders placed through a wholesale account, which are governed by our Wholesale Terms.

WHO YOU ARE BUYING FROM

Kitty Cat Habitat is the business name of Sean Langwith, a sole proprietor registered in British Columbia, Canada.

Legal name of supplier: Sean Langwith
Business name: Kitty Cat Habitat
Business address: 2000 Island Hwy. N. Suite 1013, Nanaimo, BC V9S 5W3, Canada
Email: hello@kittycathabitat.ca
Telephone: 1-672-879-2000

All returns must be sent to the business address above. Do not send anything to any other address.

We sell new orders directly, except orders shipped to Germany and the Netherlands. Those orders are sold through Shopify Managed Markets, with Global-e as merchant of record and seller, and the Global-e company that sells your order is named at checkout. Some earlier orders shipped to Austria, Belgium, Denmark, Finland, France, Germany and Portugal were sold the same way, with Global-e US Inc., 200 West 41st Street, New York, NY 10036, United States, as merchant of record and seller. If your checkout named Global-e as the merchant of record for your order, your contract for that order is with Global-e, and Global-e's terms of sale presented at checkout apply alongside this policy. Global-e as the seller owes you the statutory rights described in this policy, and the returns and refunds in this policy apply to that order in the same way. For that order, putting right an item that arrives damaged, incorrect or incomplete is part of Global-e's obligation as the seller, and we arrange it on Global-e's behalf at no cost to you. You contact us in the usual way, we deal with Global-e for you, and any refund on that order is made to the payment method you used.

QUICK SUMMARY

• You may return any item within 30 days of delivery, for any reason, wherever you are. You do not need to give a reason. You pay return postage, and we may deduct any reduction in the item's value caused by handling beyond normal inspection.
• Our handmade products are made in small batches, so no two pieces are exactly alike. Please read the product page carefully before you buy, and message us with any questions first. We are happy to help.
• Faulty, damaged or wrong on arrival? Tell us within 14 days of delivery if it is damaged, and within 30 days of delivery if it is wrong, missing or faulty. 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. Under our quality promise below, you choose a replacement or a full refund, we pay the return postage if we ask for the item back, and usually we do not ask for it back at all. The promise does not apply in Australia; see the Australia section. You also keep the rights that the law of your country gives you, set out in the country sections below, which can last much longer.
• Nothing in this policy limits your statutory rights. If your country gives you more than this policy does, your statutory rights apply instead.

WHAT YOUR CONTRACT WITH US CONTAINS

When you place an order, the contract is made up of this policy, our Terms of Service, the product page for each item you ordered, and your order confirmation email. Together they set out the following.

• Our name and the name we carry on business under. Set out above.
• Our business address, email address and telephone number. Set out above.
• The date the contract is entered into. Shown on your order confirmation email as the order date.
• A detailed description of the goods, including materials, dimensions and care requirements. Shown on each product page and repeated on your order confirmation email.
• Our delivery arrangements, including the carrier, the mode of transport and the delivery address. The shipping option and the delivery address are shown at checkout and on your order confirmation email. The carriers we may use and the mode of transport are set out under Carrier And Mode Of Transport in our Shipping Policy, which also explains when an order may travel in more than one parcel or with another carrier, and they are repeated on your order confirmation email. Your shipping confirmation email names the carrier for each parcel.
• The dispatch date, and where an item has a longer lead time, the expected dispatch date. Shown on the product page and confirmed by email.
• An itemised price for each item ordered. Shown at checkout and on your order confirmation email.
• Taxes and shipping charges. Calculated and shown separately at checkout before you pay, and itemised on your order confirmation email. For orders shipped to Germany and the Netherlands, prices include import duties and VAT, and the shipping cost is shown at checkout before you pay.
• Costs we cannot calculate in advance. For orders shipped outside Canada, customs duties, import taxes and customs brokerage fees may be charged by the destination country. Where these apply and are not collected at checkout or paid by us before delivery, they are payable by you to the carrier or customs authority on delivery. We cannot determine these amounts in advance.
• The currency. Shown at checkout and on your order confirmation email. You can change the display currency using the selector on our website.
• The terms of payment. Payment is taken in full at the time you place your order. We do not offer instalments, credit or deferred payment, so there is no cost of credit.
• The total price, including all taxes and shipping. Shown at checkout before you pay and on your order confirmation email.
• Trade-ins. We do not accept trade-ins.
• Security interests. We do not extend or arrange credit, so no security interest arises.
• Promotional offers. Where a discount code, sale price or promotion applies to your order, the qualifying conditions, the amount, the start and end dates and what happens when the offer expires are stated on the offer itself and on the page where it is presented. Our Discount Program gives eligible groups 10% off the product price, as set out on our Discount Program page. It does not apply to shipping, taxes or gift cards, is valid only on kittycathabitat.com, and cannot be combined with any other discount code or promotional offer. It has no set expiry date, but we may change or end the program, or withdraw a code, at any time at our discretion. This does not affect orders already placed.
• Other restrictions, limitations, terms and conditions. Set out in this policy, in our Terms of Service, and on the relevant product page.
• Our return, exchange, cancellation and refund policies. Set out in this policy in full.
• Renewal terms. We do not sell subscriptions or any product that renews automatically, so no renewal terms apply.
• Notice of your cancellation rights. Set out in the country sections at the end of this policy, together with the model withdrawal form.

CHANGE OF MIND RETURNS

You may return any item within 30 days of delivery, for any reason, wherever you are. You do not need to give a reason and you do not need our agreement. Email hello@kittycathabitat.ca, or use the withdrawal function on our website, labelled Withdraw From Contract, in the footer of every page under Information.

You may handle and inspect the goods as you would in a shop. Where an item has been slept in, played with, soiled, chewed, or otherwise used by an animal rather than inspected, we will assess the reduction in its value and deduct that amount, and we will tell you the amount and the reason for it.

We do not accept exchanges. If you want a different item, return the original and place a new order.

Our handmade products are made in small batches, so no two pieces are exactly alike and each one carries small natural variations. Please read the product description, the dimensions and the photographs carefully before you order, and message us first if anything is unclear. We would far rather answer a question than have you receive something that is not what you expected.

This section does not apply to items that are faulty, damaged in transit, incorrect or missing. Those are dealt with below.

Consumers in the European Union, Iceland, Norway and the United Kingdom also have a statutory right to cancel or withdraw within 14 days, set out in the country sections at the end of this policy. That right is in addition to this 30-day window, and nothing in this section limits it.

FAULTY, DAMAGED OR WRONG ON ARRIVAL: OUR QUALITY PROMISE

Every order should reach you exactly as it should be. If it does not, we will put it right. This promise is given by Sean Langwith, carrying on business as Kitty Cat Habitat, 2000 Island Hwy. N. Suite 1013, Nanaimo, BC V9S 5W3, Canada, hello@kittycathabitat.ca, 1-672-879-2000. It applies to every product we sell, on every retail order placed on our website, kittycathabitat.com, or in our Etsy shop and delivered to a country we ship to, including an order sold through Shopify Managed Markets, except as set out for Australia below. It does not apply to an item bought from a shop or other seller that resells our products. It is given to the person who bought the item and to anyone they gave it to as a gift.

What It Covers

An item that, when it reaches you:

• is damaged;
• is not the item, size or colour you ordered, or is missing from your parcel; or
• 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.

How Long It Lasts

Please tell us as soon as you notice a problem. Tell us about damage within 14 days of delivery. Tell us 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 this promise only. Reporting later does not affect the rights set out under Your Statutory Rights below, or your right to receive your order or a full refund if it never arrives.

How To Use It

Email hello@kittycathabitat.ca with your order number, the name on the order, a short description of the problem and several clear, well-lit photos, taken in daylight if you can. For damage, please take photos right away, before or while you open the parcel: the outside of the box, the shipping label, the packing inside and the item or items. If you find damage only after opening, photograph the item and the packing as soon as you notice it. For a wrong item or a missing item, please include the box, the packaging and the shipping label in your photos if you still have them. You do not need to keep the box or the packing after sending the photos. We respond within 48 hours on business days. You do not need to send anything back before we look at your claim. For orders delivered to Norway or Iceland, we also send you this promise by email with your order confirmation.

What We Do

Where your claim is covered, you choose a replacement or a full refund of the item and the shipping you paid for it. Replacing or refunding your order never depends on a claim with the carrier or insurer. We deal with the carrier ourselves. 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. Most of the time we do not ask for it back, and where it is still safe to use we may ask you to pass it on to a local animal rescue instead.

What It Does Not Cover

• 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 instructions.
• The small differences in size, shape, colour and felting that come with handmade felt.

Your Statutory Rights

This promise is in addition to your rights under the law of the country where you live, and it does not limit or replace them. By law you are entitled to remedies from the seller, free of charge, if goods do not conform to the contract, and those remedies are not affected by this promise. In many countries those rights last much longer than 30 days, and the country sections at the end of this policy explain what they are. A claim outside this promise may still be one the law gives you, and we will look at it on its facts.

Norway: your rights under the Norwegian Consumer Purchases Act (forbrukerkjøpsloven) are in addition to this promise and are not affected by it. Under that Act you may complain about a defect up to two years after delivery, or five years for goods or parts of goods meant to last considerably longer. Because this promise covers only some faults and only for a short time after delivery, you may in any case complain about the whole item under that Act.

Australia

This promise does not apply to consumers in Australia. Your rights are the guarantees under the Australian Consumer Law set out in the Australia section of this policy.

LIMITED WARRANTY (UNITED STATES)

For orders placed on our website, kittycathabitat.com, or in our Etsy shop and delivered to an address in the United States, our quality promise is a Limited Warranty. It is given by Sean Langwith, carrying on business as Kitty Cat Habitat, 2000 Island Hwy. N. Suite 1013, Nanaimo, BC V9S 5W3, Canada, hello@kittycathabitat.ca, +1-672-879-2000. It does not cover items bought from a shop or other seller that resells our products.

Who it covers: the person who bought the item and anyone they gave it to as a gift.

What it covers: the condition of the item when it reaches you. It covers an item that, when it reaches you, is damaged; is not the item, size or colour you ordered, or is missing from your parcel; or 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. It does not cover a problem that first arises after delivery.

What it does not cover: 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 instructions; and the small differences in size, shape, colour and felting that come with handmade felt.

How long you have to tell us: for damage, within 14 days of delivery; for an item that is not the one you ordered, is missing from your parcel or has a manufacturing fault, within 30 days of delivery; for a parcel that does not arrive at all, 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.

What we do: you choose a replacement or a full refund of the item and the shipping you paid for it. If the item you want is out of stock, we refund you. If we ask for the item back, we pay the return postage.

How to make a claim: email hello@kittycathabitat.ca with your order number, the name on the order, a short description of the problem and several clear, well-lit photos. For damage, please take photos right away, before or while you open the parcel: the outside of the box, the shipping label, the packing inside and the item or items. If you find damage only after opening, photograph the item and the packing as soon as you notice it. For a wrong item or a missing item, include the box, the packaging and the shipping label in your photos if you still have them. You do not need to keep the box or the packing after sending the photos. We respond within 48 hours on business days.

We do not limit the length of any implied warranty, and we do not exclude or limit incidental or consequential damages. This warranty gives you specific legal rights, and you may also have other rights which vary from State to State.

To get a free copy of this warranty, ask us by email at hello@kittycathabitat.ca, by telephone at +1-672-879-2000, or by post at Kitty Cat Habitat, 2000 Island Hwy. N. Suite 1013, Nanaimo, BC V9S 5W3, Canada. We send it promptly, by post if you ask.

FAULTY OR NOT AS DESCRIBED

Apart from our quality promise above, we do not give a guarantee or warranty of our own on the quality, workmanship or durability of our products. If an item is faulty, not as described, or not fit for the purpose it is normally used for, you have the rights that the law of your country gives you. Those rights do not depend on any guarantee from us, and nothing in this policy limits them. The country sections at the end of this policy set out what they are where you live.

Examples of faults include structural stitching failure not consistent with pet damage or misuse, a significant manufacturing fault present on arrival, a defect that makes the product unusable for its intended use, and an item that does not match its description or the photographs shown.

If your claim is valid, you are entitled to the remedies that the law of your country provides, free of charge where that law says so. If we ask you to send a faulty item back, we pay the return postage and tell you how to send it. We may also offer to put it right without the item coming back, with a replacement, a refund, or store credit if you agree. That offer does not limit any choice of remedy the law gives you.

WHAT IS NOT A FAULT

Issues caused by the following, rather than by the goods, are not faults in the goods:

• pet damage, including chewing, clawing, tearing and shredding
• misuse or abnormal use, including continued use when a pet attempts to ingest materials
• failure to follow Care and Maintenance instructions, where applicable
• soiling after delivery
• normal wear and tear
• natural compression and softening over time
• minor handmade variations, described below

Apart from handmade variations, these are outcomes that arise after delivery from how a product is used, not manufacturing defects. We assess every claim on its facts, and nothing in this section limits your statutory rights.

SUITABILITY

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. They are durable, but not indestructible. Our toys are not suitable for pets known to:

• chew destructively beyond normal play
• shred fabric or felt
• attempt to ingest toy materials

If your pet attempts to eat any part of a toy, discontinue use immediately.

HANDMADE VARIATIONS

Our handmade items are 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, and natural flecks in undyed hemp. 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.

INCORRECT ITEM RECEIVED

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 if you still have them.

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

HOW TO SUBMIT A CLAIM

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 incorrect items and delivery issues, photos of the shipping label and packaging, if you still have them

We respond within 48 hours on business days. You do not need to return the item before we assess the claim.

REMEDIES

Under our quality promise, you choose a replacement or a full refund of the item and the shipping you paid for it, and if the item you want is out of stock, we refund you. For a faulty item outside the promise, the remedy depends on the circumstances and on what the law of your country provides. It may be a replacement, a repair, a price reduction or a refund. We may also offer store credit, which you are free to refuse.

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. The country sections below explain where this applies.

You are never required to accept store credit in place of a refund that the law gives 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.

REPORTING TIMES

Please contact us as soon as you notice a problem. Under our quality promise, the times to tell us are:

• damage in transit: within 14 days of delivery
• a parcel that does not arrive at all: 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
• an incorrect item or variant, a missing item or a manufacturing fault present on arrival: within 30 days of delivery

The times for damage and for a parcel that does not arrive are shorter because damage and a missing parcel are easiest to trace and put right while the details are fresh. Replacing or refunding your order never depends on a claim with the carrier or insurer. 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.

RETURN AUTHORIZATION

Contact us before sending anything back, so that we can tell you where to send it and make sure it reaches the right place. Items sent without a Return Authorization may be delayed while we identify them.

A Return Authorization is not required, and will never be required, in order to:

• exercise a statutory right to cancel or withdraw from your order
• make a claim about a faulty, damaged, incorrect or missing item
• obtain a refund you are entitled to by law

COMMUNITY FIRST RESOLUTION

To reduce waste and avoid pointless shipping, where you are entitled to a refund or replacement for a faulty item we usually do not ask for the item back. Where an item is still safe and reusable, we may ask you to donate it to a local animal rescue or shelter instead. This is at our discretion and it never delays a refund or replacement you are entitled to.

GIFT CARDS

Our Digital e-Gift Card is delivered by email as a code.

• It never expires.
• We charge no fees of any kind on it.
• It can be redeemed only against products sold by Kitty Cat Habitat.
• Discount codes, sale prices and promotional offers do not apply to the purchase of a gift card. A gift card is always bought at face value.
• If the remaining balance falls below CA$15, contact us and we will refund that balance to you on request.
• To check your balance at any time, email us at hello@kittycathabitat.ca with your code.
• If you cancel or withdraw from a gift card purchase, tell us and we will freeze the code immediately so no further balance can be spent. We will then set out in writing what you are owed and how we calculated it. Where part of the balance has already been spent, anything bought with the card is a separate purchase with its own return and withdrawal rights, and we will explain how that affects the refund before we process it.
• Buyers in the European Union, Iceland, Norway and the United Kingdom have a statutory right to cancel a gift card purchase. See those country sections below.

COUNTRY SECTIONS

The sections below set out your statutory rights. Where anything earlier in this policy would give you less than your statutory rights, your statutory rights apply instead.

EUROPEAN UNION, ICELAND AND NORWAY

This section applies if you are a consumer resident in the European Union, Iceland or Norway. The Consumer Rights Directive applies in Iceland and Norway through the European Economic Area Agreement.

Who Sells Your Order

New orders shipped to Iceland and Norway are sold directly by us, Sean Langwith trading as Kitty Cat Habitat, at the address above. Orders shipped to Germany and the Netherlands, and some earlier orders, are sold through Shopify Managed Markets; see Who You Are Buying From at the start of this policy.

Your Right Of Withdrawal, 14 Days, No Reason Needed

You have 14 days to withdraw from your purchase without giving any reason. This right applies whatever this policy says elsewhere about change of mind returns.

The 14 days run from the day you, or a third party other than the carrier whom you have named, take physical possession of the goods. If your order is delivered in more than one shipment, the 14 days run from the day you receive the last item. For our Digital e-Gift Card, the 14 days run from the day the contract is concluded.

How To Withdraw

• Use the withdrawal function on our website, labelled Withdraw From Contract. You will find it in the footer of every page, under Information. It is available continuously throughout the withdrawal period. You do not need an account and you do not need to log in. Enter your name, your order number and your email address, then confirm.
• Or email hello@kittycathabitat.ca with any clear statement of your decision to withdraw. You may use the model withdrawal form at the end of this policy, but you are not obliged to.
• Or write to us at the business address above.
• You do not need a Return Authorization to withdraw, and we will not refuse a withdrawal because you did not obtain one.
• Your withdrawal is in time as long as you send it before the 14 days expire.
• We will send you an acknowledgement of receipt by email, recording the content of your statement and the date and time you submitted it.

If you are unsure how to withdraw, simply email us. We will not turn a withdrawal away because of the channel it came through.

Sending The Goods Back

Send the goods back to us without undue delay and in any event no later than 14 days from the day you tell us you are withdrawing. The deadline is met if you send the goods before those 14 days have expired.

You bear the direct cost of returning the goods. We recommend a tracked service so that you can evidence dispatch, because we may hold your refund until either the goods reach us or you show us proof that you have sent them, whichever happens first.

Your Refund

We will reimburse all payments received from you, including the cost of standard delivery on the original order, no later than 14 days from the day we are informed of your decision to withdraw. If you chose a delivery method more expensive than our least expensive standard option, we refund the standard cost and not the supplementary amount.

We refund to the same payment method you used, and you will not be charged any fee for the refund.

Condition Of The Goods

You may handle and inspect the goods as you would in a shop, to establish their nature, characteristics and functioning. You are liable for any reduction in value caused by handling that goes beyond this, and we may deduct that amount from your refund.

In practice this means that where an item has been slept in, played with, soiled, chewed, or otherwise used by an animal rather than inspected, we will assess the reduction in its value and deduct that amount. We will tell you the amount and the reason for it.

Where The Right Of Withdrawal Does Not Apply

The right of withdrawal applies to every product we sell, including our Digital e-Gift Card. Many of our items are handmade in small batches, but none of them is made to your specifications or personalised, so no custom goods exception applies to them.

Your Legal Guarantee Of Conformity, Two Years

Separately from and in addition to the right of withdrawal, the seller of your order is under a legal duty to supply goods that conform to the contract, and the law gives you a legal guarantee of conformity of at least two years from delivery on all goods. It can last longer under national law: for example, in Iceland and Norway the period is five years for goods, or parts of them, that are meant to last considerably longer.

If goods are faulty, not as described, or not fit for the purpose they are normally used for, and the fault was present at delivery, you are entitled to have them repaired or replaced, and, where the conditions for those remedies are met, to a proportionate price reduction or to terminate the contract. You choose between repair and replacement, unless the option you choose is impossible or would cost us disproportionately more than the alternative. In Iceland you may also withhold payment and claim damages under the Icelandic Consumer Sales Act.

A fault that appears within one year of delivery is presumed to have been present at delivery unless we show otherwise. In Norway, and in some Member States, that period is two years. In Iceland it is six months.

Repair and replacement are free of charge, and we bear the cost of returning goods to us for repair, replacement or termination.

These rights apply to every order. For an order sold through Shopify Managed Markets, Global-e as the seller owes them to you. You can still contact us about any problem with that order, and we will take it up with Global-e for you.

Your Guarantee Against Hidden Defects, France

If you are a consumer in France, you also have the benefit of the guarantee against hidden defects under Articles 1641 to 1649 of the Code civil. This is separate from, and in addition to, the legal guarantee of conformity set out above.

A hidden defect is a defect that was present at the time of sale, that was not apparent to you, and that makes the goods unfit for the use they are intended for, or so reduces that use that you would not have bought them, or would have paid less, had you known. Where a hidden defect is established, you may either return the goods and have the price repaid, or keep them and have part of the price repaid. You have two years from the discovery of the defect to bring a claim.

Comparable guarantees exist under the national law of some other Member States. Nothing in this policy limits them.

UNITED KINGDOM

This section applies if you are a consumer resident in the United Kingdom.

Orders shipped to the United Kingdom are sold directly by us, Sean Langwith trading as Kitty Cat Habitat, at the address above.

Your Right To Cancel, 14 Days, No Reason Needed

You have 14 days to cancel your purchase without giving any reason. This right applies whatever this policy says elsewhere about change of mind returns.

The 14 days run from the day you receive the goods, or the last item where your order arrives in more than one shipment. For our Digital e-Gift Card, the 14 days run from the day the contract is concluded.

To cancel, use the withdrawal function on our website, labelled Withdraw From Contract, in the footer of every page under Information. You can also email hello@kittycathabitat.ca, write to us at the business address above, or use the model withdrawal form at the end of this policy. Any clear statement of your decision is enough. No Return Authorization is required.

Sending The Goods Back And Your Refund

Send the goods back within 14 days of telling us you are cancelling. You bear the direct cost of return postage. We recommend a tracked service, because we may hold your refund until the goods reach us or you show proof of dispatch, whichever happens first.

We refund all payments received from you, including the cost of standard delivery on the original order, within 14 days. We may deduct an amount reflecting any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Where an item has been slept in, played with, soiled, chewed, or otherwise used by an animal rather than inspected, we will assess that reduction and deduct it, and we will tell you the amount and the reason for it.

Your Rights If Goods Are Faulty

Separately from the right to cancel, we are under a legal duty to supply goods that are in conformity with the contract, and you have statutory rights if goods are faulty, not as described, or not fit for purpose.

• You have a short-term right to reject faulty goods within 30 days of delivery and receive a full refund.
• Goods that do not conform within six months of delivery are treated as having been faulty at delivery unless we show otherwise.
• After 30 days you can require a repair or replacement, and if that fails, a price reduction or a refund.

Nothing in this policy shortens or removes these rights.

SWITZERLAND

This section applies if you are a consumer resident in Switzerland.

Orders shipped to Switzerland are sold directly by us, Sean Langwith trading as Kitty Cat Habitat, at the address above. Switzerland is not a member of the European Union or the European Economic Area, so the European Union section above does not apply to your order.

Swiss law gives you no statutory right to change your mind on an online purchase. We offer one anyway. You may return any item within 30 days of delivery for any reason, without giving a reason. The 30 days run from the day you receive the goods, or the last item where your order arrives in more than one shipment.

To use it, email hello@kittycathabitat.ca, or use the withdrawal function on our website, labelled Withdraw From Contract, in the footer of every page under Information. Any clear statement of your decision is enough. No Return Authorization is required.

Send the goods back within 14 days of telling us. You bear the direct cost of return postage. We refund all payments received from you, including the cost of standard delivery on the original order, within 14 days. Where an item has been slept in, played with, soiled, chewed, or otherwise used by an animal rather than inspected, we will assess the reduction in its value and deduct that amount, and we will tell you the amount and the reason for it.

You do have statutory rights if goods are defective. Under the Swiss Code of Obligations you may claim for a defect within two years of delivery, and that two-year period cannot be shortened by contract on a consumer sale. Where a defect is established you may seek rescission of the contract or a reduction in the price, and for goods sold as fungibles of a specified kind and quantity you may require a replacement.

Please inspect your order when it arrives and tell us as soon as you notice any defect. Contact us at hello@kittycathabitat.ca and we will handle it.

CANADA

This section applies if you are a consumer in Canada.

Canadian law gives you no general statutory right to change your mind on an online purchase. We offer one anyway. See Change Of Mind Returns above: 30 days from delivery, any reason, you pay return postage.

You also have a statutory right to cancel a distance sales contract in specific circumstances, including where we fail to give you the information the law requires before you order, where we do not send you a copy of your contract within 15 days, and where your order is not delivered within 30 days of the delivery date given at checkout. Where you cancel on any of those grounds:

• We refund all money received within 15 days of your notice of cancellation.
• We pay the reasonable cost of returning the goods.
• We will give you instructions on how to return the goods within 15 days of your notice.

Québec: under the Consumer Protection Act you may cancel within 7 days after receiving your copy of the contract if we did not give you the required information before you ordered, or did not give you an express opportunity to accept, decline or correct your order, or if the contract or the copy we send you does not meet the Act's requirements (in some of these cases the 7 days start only when you receive the goods or your card statement); within 30 days after the contract date if we do not send you a copy of the contract within 15 days; and at any time before delivery if we do not deliver within 30 days after the delivery date stated in your contract, or within 30 days after your order if no date was stated. Send us a notice of cancellation by any means. We refund all sums paid within 15 days of your notice and pay the reasonable cost of returning the goods. If we do not refund you and you paid by credit card, you may ask your card issuer for a chargeback within 60 days after we fail to refund you.

Your provincial consumer protection legislation also gives you rights in respect of faulty goods, and those rights are not limited by this policy.

Our gift cards never expire and carry no fees, as required across Canada. In Québec, the law also lets you ask for a refund of a remaining balance of CA$5 or less; our CA$15 balance refund above covers this.

UNITED STATES

This section applies if you are a consumer in the United States.

There is no federal statutory right to change your mind on an online purchase. We offer one anyway. See Change Of Mind Returns above: 30 days from delivery, any reason, you pay return postage. We do not accept exchanges.

This does not affect faulty, damaged, incorrect or missing items, which are dealt with above.

Your rights under your state's law in respect of faulty goods, including any implied warranty, are not limited by this policy.

If we cannot ship your order, or any parcel of it, within the dispatch time stated in our Shipping Policy, we will email you before that time ends with a new shipping date, or tell you that we cannot yet give one and why, and the choice to accept the delay or cancel your order. If you cancel, we refund everything you paid for the cancelled items within 7 business days.

Our email will tell you how to reply, at no cost to you. If we give you a new shipping date that is no more than 30 days after the dispatch time, and you do not reply, we treat that as your agreement to the delay. If the new date is more than 30 days after the dispatch time, or we cannot give a date, and you do not reply, we cancel the delayed items and refund you, unless we ship them within 30 days after the dispatch time and before you cancel. If you agree to a delay with no date, you may still cancel at any time before we ship. If we then cannot ship by a new date you agreed to, we email you again before that date with the same choice, and if you do not agree to a further delay before that date passes, we cancel the delayed items and refund you. If we decide that we cannot ship an item at all, we tell you, cancel it and refund you. Every refund under this paragraph is made within 7 business days.

AUSTRALIA AND NEW ZEALAND

This section applies if you are a consumer in Australia or New Zealand.

Australian and New Zealand law gives you no general statutory right to change your mind on an online purchase. We offer one anyway. See Change Of Mind Returns above: 30 days from delivery, any reason, you pay return postage.

Australia: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Australia, damaged, incorrect and faulty items: our quality promise, and our other promises elsewhere in this policy, in our Shipping Policy and in our Terms of Service to put right items that arrive damaged or incorrect, and to pay the return postage when we ask for a faulty item back, do not apply to consumers in Australia. For those items, your rights are the guarantees under the Australian Consumer Law set out above, together with any other rights you have by law. As the ACCC explains that law, you return an item that can be posted, and if we confirm that it has a problem we must reimburse the reasonable return costs you have paid; an item that cannot be returned without significant cost to you, we must collect at our expense. Under our Terms of Service, the risk of loss and damage stays with us until you, or a person you have named to receive the goods, take physical possession of them.

New Zealand: Your rights under the Consumer Guarantees Act 1993 cannot be excluded.

Nothing in this policy limits those guarantees or rights. In particular, the reporting times above apply to our quality promise only, which does not apply to you, and are not a condition of your rights.

Our gift cards never expire and carry no fees.

JAPAN

This section applies if you are a consumer in Japan.

You may return any item within 30 days of delivery for any reason. See Change Of Mind Returns above. You pay return postage. We do not accept exchanges.

This does not affect faulty, damaged, incorrect or missing items, which are dealt with above, including under our quality promise. Apart from that promise, we do not give a guarantee of our own on the quality, workmanship or durability of our products. Your rights in respect of goods that do not conform to the contract are those given by Japanese law, are separate from this, and are not limited by this policy.

SOUTH KOREA

This section applies if you are a consumer in South Korea.

Korean law lets you withdraw from an online purchase within 7 days of receiving the goods, or within a longer period that the seller agrees to. Our 30 day change of mind returns above are that longer period, so a return within those 30 days is a withdrawal under Korean law and this section applies to it. You pay return postage when you withdraw for this reason. If the goods have been partly used, we may ask you to pay only the amount that Korean law allows for that use. To withdraw, email hello@kittycathabitat.ca or use the withdrawal function on our website, labelled Withdraw From Contract, in the footer of every page under Information. You may use the model withdrawal form at the end of this policy, but you are not obliged to.

If the goods are different from their description or advertisement, or the contract was not performed as agreed, you may withdraw within 3 months of receiving the goods or within 30 days of the day you knew or could have known this, as Korean law provides. In that case we pay the cost of returning the goods.

When you withdraw, we refund you within 3 business days of receiving the goods back. If we refund you late, we pay interest for the delay at the rate set under Korean law.

Apart from our quality promise above, we do not give a warranty of our own on the quality, workmanship or durability of our products. Your rights in respect of defective goods are those given by Korean law, and nothing in this policy limits them. To make a claim or a complaint, contact us at hello@kittycathabitat.ca. This does not affect your right to use the consumer dispute procedures available under Korean law.

SINGAPORE

This section applies if you are a consumer in Singapore.

Our 30 day change of mind returns above apply to you.

If goods do not conform to the contract when they are delivered, you have rights under Singapore law, including Part 3 of the Consumer Protection (Fair Trading) Act 2003: the right to require repair or replacement and, where repair or replacement is impossible or disproportionate, or is not done within a reasonable time and without significant inconvenience to you, a price reduction or rescission of the contract. Goods that do not conform within six months of delivery are taken not to have conformed at delivery unless we show otherwise. Nothing in this policy limits these rights.

MODEL WITHDRAWAL FORM

Complete and return this form only if you wish to withdraw from the contract. You are not obliged to use it.

To: Sean Langwith, trading as Kitty Cat Habitat
2000 Island Hwy. N. Suite 1013, Nanaimo, BC V9S 5W3, Canada
hello@kittycathabitat.ca

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:

Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), only if this form is sent on paper:
Date:

CONTACT US

Kitty Cat Habitat
Sean Langwith
2000 Island Hwy. N. Suite 1013, Nanaimo, BC V9S 5W3, Canada
hello@kittycathabitat.ca
1-672-879-2000