Refund policy
Refunds & Exchanges
Our Promise
At KittySpout, our goal is simple: we want you and your cat to feel confident and satisfied with every product you purchase from us.
If something does not work out as expected, we aim to make the return, exchange, or refund process as straightforward as possible. No unnecessary complications and no hidden conditions.
1. Our 365-Day Satisfaction Guarantee
Every eligible purchase made directly from kitty-spout.com is protected by our 365-Day Satisfaction Guarantee, beginning on the date your original order is delivered.
During this period, you may be covered for eligible product defects, quality concerns, or satisfaction-related issues in accordance with the terms below.
What the Guarantee Covers
Our 365-Day Satisfaction Guarantee may cover:
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Manufacturing defects or quality issues that affect the normal function of the product.
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Product performance concerns, including situations where the product does not work well for your cat, subject to the conditions of this policy.
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Workmanship or material issues that develop during normal household use.
What the Guarantee Does Not Cover
The guarantee does not cover:
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Damage caused by misuse, neglect, accidents, improper care, or abnormal use.
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Damage caused by chewing wires, dropping the product, improper water exposure, contamination, or similar circumstances.
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Normal cosmetic wear that does not affect product functionality, including minor scratches, discoloration, or fading.
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Consumable items such as filters or supplements after their normal usable lifespan.
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Products that have been altered, modified, or repaired without authorization.
Replacement Products and Guarantee Period
Receiving a replacement product, exchange, or goodwill replacement does not restart or extend the original 365-day guarantee period.
The guarantee continues to run from the delivery date of your original qualifying order.
If a replacement product experiences an eligible issue during the remaining guarantee period, we will continue to support you under this policy. However, the coverage will still expire 365 days after the delivery of the original order unless you purchased a separate guarantee extension.
Example: If your original order was delivered on March 1, 2025, your standard guarantee will remain valid until March 1, 2026, even if you receive a replacement product in August 2025.
2. Return and Resolution Periods
We stand behind our products with a 365-Day Satisfaction Guarantee, with available resolutions depending on when your request is submitted.
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Days 0–45 after delivery: Eligible customers may request a refund, exchange, or store credit.
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Days 46–365 after delivery: Eligible customers may request an exchange or store credit.
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After 365 days: Products are generally no longer eligible for return or exchange unless they are covered by an additional warranty, guarantee extension, or approved exception.
This structure allows us to offer extended customer support while maintaining a fair and sustainable return program.
3. Available Resolution Options
Exchange
Eligible items may be exchanged for another available size, color, variant, or qualifying product.
Availability: Up to 365 days from the delivery date of the original order, subject to this policy.
Store Credit
Eligible returns may be resolved with digital store credit that can be used toward a future purchase at kitty-spout.com.
Store credit is valid for 12 months from the date of issuance, unless otherwise stated.
Availability: Up to 365 days from the delivery date of the original order.
Refund
Eligible refunds are returned to the original payment method used for the purchase.
Availability: Refund requests must be submitted within 45 days of delivery.
Once an eligible return has been received, inspected, and approved, we aim to process the refund within 5 business days.
4. Return Shipping Costs
KittySpout Covers Return Shipping When:
We will generally cover eligible return shipping costs when:
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The product arrived damaged.
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The product has a confirmed manufacturing defect.
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You received the wrong product.
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Your order included an applicable package protection service that covers the issue.
Customer Covers Return Shipping When:
You are generally responsible for return shipping costs when:
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You changed your mind.
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You ordered the wrong item, color, size, or variation.
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Your cat does not like or use the product.
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The return is based on personal preference rather than an eligible product defect.
5. Return Conditions
To help us maintain a fair and sustainable return program, returned items should meet the following conditions:
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Products should be reasonably clean and free from unnecessary damage.
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Products should be returned in their original packaging whenever reasonably possible.
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Products should include the original components and accessories supplied with the order.
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Items damaged through misuse, neglect, modification, or improper care may not qualify for a full refund or exchange.
Unless the item is defective, used products may be eligible only for store credit or a partial refund, depending on their condition and the circumstances of the return.
Non-Returnable Items
The following items are generally not eligible for return:
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Products clearly marked as Final Sale or Non-Returnable.
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Opened or used consumable products.
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Used filters.
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Opened supplements or similar consumable items.
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Products purchased from third-party marketplaces or unauthorized sellers.
Refunds are not available after the first 45 days following delivery.
6. How to Start a Return or Exchange
To request a return or exchange:
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Visit our Returns Portal.
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Enter your order number and the email address used when placing your order.
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Select the reason for your request and upload supporting photos if requested.
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Choose your preferred available resolution:
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Exchange
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Store credit
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Refund, if your order is within the eligible 45-day refund period
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Follow the return instructions provided through the portal.
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If a return label is provided, print and attach it to your package. If you are responsible for return shipping, you may be required to purchase your own tracked shipping label.
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Keep your return tracking information until your request has been fully resolved.
Once your return has been received and inspected, we will notify you of the outcome. Approved refunds, exchanges, or store credits are generally processed within 5 business days.
7. Refund and Store Credit Information
Please note:
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Approved refunds are issued only to the original payment method used for the purchase.
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Store credit will be issued electronically after the return has been approved.
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After we process a refund, it may take approximately 7–10 business days for the funds to appear on your statement, depending on your bank or payment provider.
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Original shipping charges, if any, are generally non-refundable unless the return results from an error on our part or another qualifying exception.
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If the item was received as a gift, we may be able to issue store credit to the gift recipient instead of refunding the original purchaser.
8. Items Purchased from Third Parties
This policy applies to eligible purchases made directly through kitty-spout.com.
If your KittySpout product was purchased through a third-party marketplace, retailer, or reseller, the return must generally be handled according to that seller's return and refund policy.
Please contact the original seller directly for assistance.
9. Policy Exceptions
In certain situations, KittySpout may approve an exception to this policy at its sole discretion.
Any exception or goodwill resolution provided for one order does not create an obligation to provide the same resolution for future orders.
Nothing in this policy is intended to limit any mandatory consumer rights that may apply under applicable law.
10. Need Help?
If you have any questions about a return, refund, exchange, or your 365-Day Satisfaction Guarantee, please contact us at:
Email: support@kitty-spout.com
Our support team is available Monday through Friday, 9:00 AM–10:00 PM EST.
We typically respond within 2 hours during business hours.