Refund policy

Return and Refund Policy

We want you and your cat to love your PrimKitty purchase. If you are not completely satisfied, you have a 14-day cooling-off period from the day you receive your order to request a return.

Eligibility for a Return

To be eligible for a return, your item must be in the same condition that you received it: unused, unwashed, free of cat hair or odors, and in its original packaging. You will also need the receipt or proof of purchase.

How to Start a Return

To initiate a return, please contact us via WhatsApp at +31854015040 or email us at support@primkitty.com.
If your return is accepted, we will provide you with instructions on how and where to send your package. Please note: Customers are responsible for the return shipping costs. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon reception. Contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

For hygiene reasons, we cannot accept returns on cat caves or toys that show visible signs of use, such as cat hair, dirt, or odors. Unfortunately, we also cannot accept returns on gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted and processed, you can make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at support@primkitty.com.