Refund policy
RETURN AND REFUND POLICY
Because many of our products are made to order or personalized, the return rules depend on the type of item and the reason for the request.
Personalized and Made-to-Order Products
Personalized, custom, and made-to-order products are final sale and are not eligible for return or exchange due to a change of mind, an incorrect size or option selected by the customer, or errors in customer-provided names, dates, messages, Bible verses, photographs, or other personalization details.
For illustrated portrait products, production begins only after you approve the digital artwork proof. Once artwork is approved or production has begun, changes and cancellations are not guaranteed.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives. If an item is damaged, defective, misprinted, or different from what you ordered, contact us promptly at sales@thekatscratch.com with your order number and clear photographs of the item and packaging.
If the claim is approved, we will provide an appropriate remedy, which may include a replacement or refund, at no additional cost to you.
Non-Personalized Products
Eligible non-personalized products may be returned within 30 days after delivery. The item must be unused, unworn, with tags if applicable, and in its original packaging. Proof of purchase is required.
To request a return, email sales@thekatscratch.com before sending anything back. If the return is authorized, we will provide the correct return address and instructions.
Items returned without prior authorization may not be accepted. Do not send returns to the address shown on a shipping label or directly to a manufacturer or fulfillment partner unless we instruct you to do so.
Return Shipping
For an approved return of a non-personalized item that is not defective or incorrect, the customer is responsible for return shipping costs. Original shipping charges, if any, are non-refundable unless required by law or the return results from our error.
Refunds
We will notify you after an authorized return is received and inspected. If approved, the refund will be issued to the original payment method within 10 business days. Your bank or card issuer may require additional time to post the refund.
If more than 15 business days have passed since we approved your refund, contact sales@thekatscratch.com.
European Union and Other Legal Rights
Where applicable, goods made to the consumer’s specifications or clearly personalized may be excluded from statutory change-of-mind cancellation rights. This does not limit rights that cannot legally be excluded, including rights relating to faulty, damaged, or incorrectly supplied goods.
Questions
Contact us at sales@thekatscratch.com before placing an order if you have questions about whether a product is personalized or returnable.