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    Returns Policy

    All orders are shipped from Australia and must be returned to our Australian address

    We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. To start a return, please contact us at contact@katsukipets.com with your full name and order number. 

    For all returns, you will be required to arrange and pay for the return of the goods to us by registered post. We are unable to refund for any shipping costs. We strongly recommend using a tracking shipping service, or purchase shipping insurance as we do not accept any responsibility for lost, damaged, mislaid or otherwise undelivered items.

    To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and in its original packaging. 

    We regret that we cannot accept exchanges/returns that are not in perfect condition including (if applicable)  

    • Items with obvious signs of use
    • Items with fur/lint/dirt stuck on it
    • Items that have been washed
    • Items not in its original condition, is damaged or has missing parts
    • Bespoke/personalised items 
    • Any item that is returned past policy days 

    Once returned item is received, inspected, and approved based on our policy above, please allow 5-7 working days for processing. Please note that refunds will be made using the same method as the original payment. Please remember it can take some time for your bank or credit card company to process and post the refund too. Items sent back to us without first requesting a return will not be accepted.

    You can always contact us for any return question at contact@katsukipets.com.

    Damages and issues 

    Each product is inspected before shipping to ensure there are no defects. However, if the item is defective, damaged or if you receive the wrong item please email us within 3 working days of delivery at contact@katsukipets.com so we can resolve this for you.

    Exchanges 

    We are happy to offer exchanges for sizing issues, as we understand it can be difficult to get right. Please contact contact@katsukipets.com within 7 days of receiving the product/s to start the  exchange process. All products to be exchanged have to be returned in unused/unworn condition and in original packaging. Postage and/or courier costs for the returned products will be the responsibility of the customer.

    Please consider using a trackable shipping service for returns. We cannot guarantee that we will receive your returned item unless there is tracking. If we do not receive the item (ie, it gets lost in the mail and there is no tracking), we cannot refund/exchange for the lost item.

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