Refund and Returns Policy

Refund & Return Policy

Last Updated: June 25, 2026

At KittyLemon, we strive to provide high-quality pet products, custom pet gifts, dog accessories, cat accessories, and personalized pet merchandise. If you experience an issue with your order, we are committed to reviewing each case fairly and professionally.

Please review our refund and return policy carefully before making a purchase.

1. Return Request Period

Customers may request a return, replacement, store credit, or refund within 14 days of delivery.

Requests submitted after this period may not be eligible for review.

2. How to Submit a Return Request

To initiate a request, please contact us at:

Email: support@kittylemon.com

Please include:

  • Order number
  • Customer name
  • Description of the issue
  • Clear photographs of the product (if applicable)
  • Any relevant supporting information

Our support team will review your request and provide further instructions if necessary.

3. Custom & Personalized Products

Many products sold by KittyLemon are made specifically for individual customers.

Examples include:

  • Custom Dog Blankets
  • Custom Cat Pillows
  • Personalized Pet Gifts
  • Custom Pet Portrait Products
  • Personalized Pet Accessories
  • Made-to-Order Pet Merchandise

Because these products are created according to customer-provided photos, names, artwork, text, designs, or personalization requests, they generally cannot be resold to other customers.

For this reason, returns, exchanges, replacements, and refunds for custom or personalized products are not automatically guaranteed.

However, KittyLemon understands that exceptional situations may occur. Therefore, requests involving personalized products will be reviewed individually on a case-by-case basis.

Depending on the circumstances, KittyLemon may choose to offer:

  • A replacement product
  • Store credit
  • A partial refund
  • A full refund

The outcome of each review will depend on the specific situation and supporting evidence provided.

Refunds or replacements are generally not granted solely because of:

  • Buyer’s remorse
  • Personal preference
  • Ordering mistakes
  • Incorrect information submitted by the customer
  • Dissatisfaction with customer-approved customization choices
  • Minor differences in color, size, positioning, or appearance that may occur during production

4. Standard (Non-Custom) Products

Non-custom products may be eligible for return if:

  • The item is unused
  • The item remains in original condition
  • The item is returned in its original packaging whenever possible
  • The return request is submitted within 14 days of delivery

Return approval is required before any item is shipped back.

Unauthorized returns may be refused.

5. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Customers may be asked to provide:

  • Photos of the product
  • Photos of the packaging
  • Photos of the shipping label

If the issue is confirmed, KittyLemon may provide:

  • A replacement product
  • Store credit
  • A partial refund
  • A full refund

at no additional cost to the customer.

6. Return Shipping

Unless otherwise required by law, customers are generally responsible for return shipping costs.

KittyLemon may cover return shipping costs when:

  • An incorrect item was sent
  • The product arrived damaged
  • The product is confirmed to be defective

We strongly recommend using a tracked shipping service for approved returns.

KittyLemon is not responsible for returns lost during transit.

7. Refund Processing

Once a returned item or claim has been reviewed, customers will be notified of the decision.

If approved, refunds are generally processed within 5–10 business days to the original payment method.

Actual processing times may vary depending on the customer’s bank, payment provider, or card issuer.

8. Order Cancellations

Orders may be canceled before production, fulfillment, or shipment preparation begins.

Once production has started, especially for custom or personalized products, cancellation may not be possible.

KittyLemon reserves the right to deny cancellation requests for products already in production or fulfillment.

9. Incorrect Shipping Information

Customers are responsible for providing accurate shipping information.

KittyLemon is not responsible for delivery issues resulting from:

  • Incorrect addresses
  • Incomplete addresses
  • Incorrect recipient information supplied by the customer

Additional shipping charges may apply if an order must be reshipped.

10. Refused or Unclaimed Deliveries

If a shipment is refused, abandoned, or remains unclaimed by the recipient, any refund may be reduced by:

  • Shipping costs
  • Return shipping costs
  • Handling fees
  • Payment processing fees where permitted by law

11. European Union Consumer Rights

Customers located within the European Union may have additional consumer rights under applicable laws.

Where legally required, those rights will apply in addition to this policy.

Please note that personalized and made-to-order products may be exempt from certain withdrawal and cancellation rights under applicable consumer protection regulations.

12. Chargebacks and Payment Disputes

If you experience an issue with your order, we encourage you to contact KittyLemon before initiating a chargeback or payment dispute.

Most concerns can be resolved more quickly through our customer support team.

13. Contact Information

For questions regarding returns, refunds, replacements, cancellations, or order issues, please contact:

KittyLemon
Email: support@kittylemon.com