Refund policy

Refund & Return Policy - Kitty Twin

At Kitty Twin, we want you and your pet to love your order. Please read this policy carefully before completing your purchase.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If you receive a damaged, defective, or incorrect item, contact us at hellotwinmedia@gmail.com within 7 days of delivery. Include your order number and clear photo or video evidence of the problem. After reviewing your request, we will offer a replacement or a refund.

Returns

We accept returns on unworn and unwashed items in their original packaging, within 7 days of delivery. Once an item has been worn by a pet or washed, it is no longer eligible for return.

Return shipping costs are the customer’s responsibility. Items sent back without prior authorization will not be accepted. To start a return, contact us at hellotwinmedia@gmail.com before sending anything back, and include your order number. We will reply with return instructions and the correct return address.

Non-Refundable Situations

For hygiene and safety reasons, we cannot accept returns on items that have been worn by a pet, washed, altered, or returned without their original packaging. We also cannot offer refunds if an item doesn’t fit your pet, since sizing information is provided on each product page, or for minor differences in color or appearance caused by screen settings. Orders that were delayed or lost because of an incorrect or incomplete shipping address are also not eligible for refunds.

Refunds

Once we receive and inspect a returned item, we will notify you of the result by email. Approved refunds are issued to your original payment method within 5-10 business days, though your bank or card provider may take longer to post it. Original shipping charges, if any, are non-refundable.

Cancellations

If you need to cancel an order, email us at hellotwinmedia@gmail.com as soon as possible. We can cancel orders that haven’t shipped yet. Once an order has shipped, it can’t be canceled, but you may be able to return it under this policy.

Late or Lost Orders

Delivery times shown at checkout are estimates. If your order has not arrived after the estimated delivery window, contact us at hellotwinmedia@gmail.com with your order number, and we will look into it with our shipping partner.

Contact Us

Questions about this policy? Email us at hellotwinmedia@gmail.com.