Refund policy
Free US Orders Shipping: We offer FREE shipping within the contiguous USA via FedEx, UPS, or USPS.
45-Day Risk-Free Trial (Returns):
If you or your cat are not happy with your purchase, we gladly accept returns for a full refund within 45 days of delivery.* You only have to pay return shipping.
We want to make things right-please email us at info@kbspets.com with details of the issue (please include photos to expedite the process), and we'll work with you to find a resolution. At that point, if you still wish to return your item, let us know and we'll send you a return label. Simply repackage the product (original packaging, if possible), attach the label, and drop it off at your local FedEx or UPS.**
Once we receive and inspect the return, we'll process your full refund within 3-5 business days***. Returns are not accepted after 45 days of delivery unless an extension is granted (please note: Eden, Hexaflora, Origami, and Secret Garden products, as well as customized orders and perishable items, are not included in the 45-day risk-free trial).
KBSPets 1-Year Warranty: All KBSPets products are covered by a one-year warranty against functional defects. If you experience any issues within one year of delivery, please contact us-we're happy to help! Proof of defect(s) in the form of photos/videos may be required.
Please note this warranty does not cover standard wear and tear & installation errors. Method of resolution is at KBS's discretion and may not necessarily result in a full replacement.
International Shipping & Returns: For orders outside the contiguous USA, shipping is calculated at checkout. If you do not see this feature, contact us at info@kbspets.com for assistance.
International buyers are responsible for import taxes, duties, and full costs for shipping and returns. KBSPets is not liable for tariffs, import duties, or any other related charges.
Still need assistance? Contact Us! We want to help-we're not satisfied unless you are!
Please send an email to info@kbspets.com. We will do our best to respond to you as soon as possible.
*Applies only to orders within the contiguous USA. The 45 day timeframe begins upon product delivery. Any fees incurred from expedited shipping are non-refundable.
**KBSPets is not responsible for the condition of the original packaging upon arrival. If it is unusable for return purposes, the customer is responsible for securing a replacement box.
***KBSPets reserves the right to deny any refunds if deemed appropriate. If the product is damaged upon return, costs may be charged (or deducted from the refund) to repair damages.