Refund & Return Policy

Return & Refund Policy

Last Updated: January 2026

1. Overview of Our Commitment

At Kateyager, we stand behind the quality of our pet accessories, beds, carriers, and toys. We understand that occasionally, a product may not meet your expectations or may arrive with unforeseen issues. Our Return & Refund Policy is structured to provide a seamless, transparent, and fair resolution process for our customers within the United States. Whether you are dealing with a defective item or have simply changed your mind, we are committed to ensuring your satisfaction through a professional and efficient service.

2. Eligibility and Return Window

To qualify for a return, exchange, or refund, customers must adhere to the following eligibility criteria. These parameters ensure that we can maintain the highest hygiene standards for products intended for animal use.

Criteria	Requirement
Return Window	30 Days from the date of delivery.
Product Condition	New only. Items must be unused, unwashed, and in original packaging.
Accepted Issues	Both defective products and non-defective (change of mind) products.
Exchanges	Accepted for all eligible items.

3. Return Methods and Costs

We aim to eliminate the friction often associated with online returns. Kateyager provides a straightforward mail-in return process at no additional cost to the customer.

Return Method: All returns must be conducted via mail.
Return Label: For your convenience, a pre-paid return label is included inside your original package. If you cannot find this label, please contact our support team.
Return Shipping Fee: Free. We cover the cost of the return transit.
Restocking Fees: $0.00. We do not charge any fees to process your return or restock the item.

4. The Refund Process

Once your return package is received at our fulfillment center, it undergoes a professional inspection to verify the "New" condition of the product. Upon approval, your refund will be initiated.

Refund Processing Time: 10 Business Days

Refunds are issued back to the original payment method used during checkout. Please note that your financial institution may require additional time to post the transaction to your account balance.

5. Defective or Damaged Items

If you receive a product that is damaged during transit or possesses a manufacturing defect (e.g., a faulty zipper on a carrier or a tear in a pet bed), please notify us immediately. While the 30-day window applies, we prioritize these cases to ensure your pet is not without their essential supplies. When contacting us regarding a defect, please include your order number and a brief description of the issue to expedite the resolution.

6. Exchanges

We welcome exchanges for customers who may prefer a different color, size, or model of a pet accessory. The exchange process follows the same timeline as our returns. The original item must be in "New" condition. Once the return of the original item is processed, we will ship the replacement item to you. If there is a price difference between the items, our support team will coordinate the adjustment.

7. Order Cancellations

Requests for cancellations must be made before the order enters the handling stage (within our 1-2 day processing window). If the order has already been dispatched, please follow the standard return procedure using the provided return label once the package arrives.