Refund policy

Last updated: 9 September 2026

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.

Some of our orders are sold through Shopify Managed Markets, where Global-e US Inc. is the merchant of record and the seller rather than us. This applies to orders shipped to Austria, Belgium, Denmark, Finland, France, Germany and Portugal. It is stated at checkout before you pay, and Global-e's own terms of sale and privacy policy are presented to you there. Every other destination is sold directly by us. Your rights under this policy are the same either way.

QUICK SUMMARY

• You may return any item within 14 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.
• Everything we sell is handmade 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, not as described, or damaged on arrival? Two years from delivery, on every product we sell. We pay return postage. We usually do not ask for the item back at all.
• 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. Where your order is sold through Shopify Managed Markets, as set out above, your contract is with Global-e US Inc. and Global-e's terms of sale apply alongside these documents. 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. Shown at checkout and on your order confirmation email and shipping confirmation email.
• 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.
• 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, 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 10% Lifetime Discount Card has no expiry date and can be used on as many orders as you like, one use per order. It applies to the product price only. It does not apply to shipping, taxes or gift cards, and it cannot be combined with any other discount code. It is issued for personal use. We reserve the right to withdraw it where it is used for resale or wholesale purchasing, or is otherwise misused.
• 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 14 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 Store Info.

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 of receiving the goods or proof of dispatch, whichever comes first.

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.

Everything we sell is handmade 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 covered in full below, at our cost.

It also does not apply where the law of your country gives you a right to cancel or withdraw. Consumers in the European Union, Iceland, Norway and the United Kingdom have that right, and the country sections at the end of this policy set out how to use it. Nothing in this section limits it.

OUR TWO YEAR CRAFTSMANSHIP GUARANTEE

This section is our commercial guarantee. It is offered voluntarily, in addition to your statutory rights, and it does not replace them.

Your legal rights are not affected. You are entitled by law to remedies from the seller, free of charge, if the goods do not conform to the contract. Those remedies can include repair, replacement, a price reduction, or ending the contract. Nothing in this guarantee affects, limits or replaces those rights. The country sections at the end of this policy set out what those rights are where you live.

Who Gives This Guarantee

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

We give this guarantee in our own name, on every order, including orders where Global-e US Inc. is the merchant of record and seller.

What It Covers

Every product we sell, including cat beds, cat caves, cat mats, cat toys, wooden coasters, wooden keychains, t-shirts and greeting cards.

How Long It Lasts

Two years from the date of delivery.

Where It Applies

Everywhere we ship. Canada, the United States, the United Kingdom, the European Union countries listed in our Shipping Policy, Iceland, Norway, Switzerland, Australia, New Zealand and Japan.

How To Make A Claim

Email hello@kittycathabitat.ca with your order number, the name on the order, a short description of the issue, and several clear, well-lit photographs showing it. 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.

What The Guarantee Covers

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 and 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, and we choose and arrange the carrier.
• We carry the risk of loss or damage in return transit.
• We do not charge you anything.

WHAT IS NOT COVERED

Coverage does not apply to issues consistent with:

• 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
• washing, soiling and odour issues
• normal wear and tear
• natural compression and softening over time
• minor handmade variations, described below

These are not manufacturing defects. They are outcomes that arise after delivery from how a product is used, and they are outside what any craftsmanship guarantee or statutory guarantee covers.

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 or washable 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

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.

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.

We will put it right at our cost. 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
• for incorrect items and delivery issues, photos of the shipping label and packaging

We respond within 48 hours on business days.

REMEDIES

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. The country sections below explain where this applies.

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.

REPORTING TIMES

To get the fastest resolution, please contact us within seven days of delivery for:

• shipping damage
• incorrect items or variants
• missing items
• visible craftsmanship issues present on arrival

This seven-day window is a service target that helps us resolve problems quickly and chase carriers while claims are still open. It is not a condition of your rights and it is not a deadline. Reporting later does not affect your two-year craftsmanship coverage or any statutory right you have. 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, we usually do not ask for the item back when we verify a defect. 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 your refund or replacement.

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.
• 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 You Are Buying From Depends On Where You Are

Orders shipped to Austria, Belgium, Denmark, Finland, France, Germany and Portugal are sold through Shopify Managed Markets. For those orders, Global-e US Inc., 200 West 41st Street, New York, NY 10036, United States, is the merchant of record and the seller. This is stated at checkout before you pay, and Global-e's own terms of sale and privacy policy are presented to you there.

Orders shipped to Greece, Iceland, Ireland, Italy, the Netherlands, Norway, Poland, Romania, Spain and Sweden are sold directly by us, Sean Langwith trading as Kitty Cat Habitat, at the address above.

Your rights are the same either way. What differs is who your contract is with and how you exercise your right of withdrawal, which is set out below.

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, Austria, Belgium, Denmark, Finland, France, Germany And Portugal

These orders are sold by Global-e US Inc. as merchant of record, and the withdrawal and cancellation function for them is provided through your Shopify order.

• Use the cancellation or return request option on your order confirmation page or in your customer account. It is available continuously throughout the withdrawal period.
• Or email hello@kittycathabitat.ca with any clear statement of your decision to withdraw, and we will pass it on and act on it. 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.

How To Withdraw, Greece, Iceland, Ireland, Italy, The Netherlands, Norway, Poland, Romania, Spain And Sweden

These orders are sold directly by us.

• Use the withdrawal function on our website, labelled Withdraw from contract. You will find it in the footer of every page, under Store Info. 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 which applies to your order, use either route or simply email us. We will not turn a withdrawal away because it came through the wrong channel.

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.

Where Global-e US Inc. is the merchant of record for your order, the refund is issued by Global-e to the payment method you used. We instruct it and it is our responsibility to see that it happens.

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. Our items are handmade in small batches, but they are not made to your specifications and are not 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, EU law gives you a legal guarantee of conformity of at least two years from delivery on all goods.

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.

A fault that appears within the first year is presumed to have been present at delivery unless we show otherwise. In some Member States that presumption runs for two years.

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 whether your order was sold by us directly or by Global-e US Inc. as merchant of record. Contact us either way and we will handle it.

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 Store Info. 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, 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 14 days of delivery for any reason, without giving a reason. The 14 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 Store Info. 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 by description 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. Our two-year craftsmanship guarantee above is offered in addition to these rights and does not limit them.

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: 14 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.

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.

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: 14 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 covered in full above at our cost.

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

Where we cannot ship within 30 days of receiving your order, or within any shorter period we stated at checkout, we will tell you and offer you the choice of an updated shipping date or a full refund.

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: 14 days from delivery, any reason, you pay return postage.

Our goods come with guarantees that cannot be excluded. If a product has a major failure, you are entitled to choose a refund or a replacement, and to compensation for any other reasonably foreseeable loss or damage. If the failure is not major, you are entitled to have the problem fixed within a reasonable time, and if that is not done, to a refund or replacement.

Nothing in this policy limits those guarantees. In particular, the seven-day reporting window above is a service target and not a condition of your rights, and our two-year craftsmanship coverage is offered in addition to your statutory guarantees, not instead of them.

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 14 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 covered in full above at our cost. Your rights in respect of goods that do not conform to the contract are separate from this and are not limited by this policy.

MODEL WITHDRAWAL FORM

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

Where your order was sold through Shopify Managed Markets, the seller is Global-e US Inc., 200 West 41st Street, New York, NY 10036, United States. You may address this form to Global-e or to us at the address below. Either is valid and we will act on 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