1. Start
  2. Unterstützung
  3. What is the returns policy?
Finden Sie das perfekte Zubehör für Ihre Katze bei Supakit
Jetzt einkaufen

What is the returns policy?

How do I return?

We happily accept returns up to 30 days after delivery. Please note that all items must be returned in as-new condition, free of cat hair, and in all of the original packaging that you received them in. To start a return, simply use our portal below. 

Start a Return

⚠️ Need Help with a Faulty or Incorrect Order?

In the unlikely event that you have received an incorrect, damaged, or faulty product, please contact our support team directly instead of using the regular returns process. We'll guide you through a special return procedure to quickly resolve your issue.

Can I exchange an item?

We aren't able to process exchanges, but we happily accept returns for a refund so that you can re-order in the size, colour or material that you need!

Just use our portal above to arrange your return & refund on your original item(s). You can order new ones whenever you like via the website, and we’ll process your refund when we receive your return.

What items are returnable? 

  • Items that were delivered in the past 30 days 
  • In unused and resellable condition, free of cat hair
  • In the original packaging with all associated tags, instructions and labels

What items are non-returnable? 

 The following items cannot be returned:

  • Gift cards
  • Custom engraved items (e.g. ID tags)
  • Digital items (e.g. courses - but if you change your mind within 14 days of purchase, contact our support team and they'll be able to cancel your order for you) 

How do I mail my return?

As a small business we sadly aren't able to offer prepaid return shipping at this time. We ask you to arrange your own returns postage to whichever of our warehouses works best for you (we have two: one in Ohio, USA and the other in Northampton, UK). We hope that as we grow, one day we'll be able to absorb this cost for you. 

When you mail your return, please be sure to obtain a tracking number and retain it until you’ve received your refund as we cannot be held responsible for returned items that are misplaced in transit.

How will I receive my refund?

On receipt of the returned item(s), your refund will be credited to the payment method used to make the purchase. Please allow up to 3 business days for any returns to be processed by our warehouse, plus a maximum of 7 business days for the refund to be processed by your bank.

You will receive an email notification as soon as your refund is processed.

Returning promotional / discounted items

If you made your purchase during a sale or promotion, you can still return your item(s) under our usual returns policy. However, the following additional conditions apply: 

Discount codes: When you use a discount code on your order, the refund for any item you return will match the amount you paid after the discount is applied. This means the refund will be based on the discounted price, not the original price of the item.

Multi-item promotions: For promotions involving the purchase of multiple items to receive a discount (like "buy 1, get 1 half price"), the purchased items are treated as a single set. To receive a refund, you must return the entire set. If you return only part of the set, the refund will be calculated based on the price you paid for the returned item(s), minus the discount amount that was applied to the item(s) you are not returning.