Refund policy

OVERVIEW

We want you (and your cat) to be completely happy with your purchase from KITTY SENSE LIMITED trading as Litter Sense. If something isn't right, we'll always do our best to help.

MONEY-BACK GUARANTEE

We want you and your cat to love Litter Sense. If it's not the right fit, we're happy to refund unopened bags.

How It Works:

• Unopened bags only: We can only accept and refund bags that are unused and in their original sealed packaging.
• Why? Once a bag has been opened, we cannot resell or reuse the product for hygiene and quality reasons.
• Timeframe: Returns must be requested within 30 days of delivery.
• Return postage: Customer is responsible for return postage costs unless the product is faulty or we've sent the wrong item.

How to Return: Email us at info@kittysense.co with your order number and we'll send you return instructions. Once we receive your unopened bag(s), we'll process your refund within 5–7 working days.

FAULTY, DAMAGED OR INCORRECT ITEMS

If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery with:

• Your order number
• A description of the issue
• Photos where possible

We will review this and arrange a replacement or refund where appropriate.

REFUNDS

Refunds are issued in the following cases:

• Unopened bags returned within 30 days under our Money-Back Guarantee
• Items confirmed as faulty, damaged, or incorrect

If approved:

• Refunds will be processed to your original payment method
• Please allow 5–10 working days for the refund to appear

OPENED BAGS

Once a bag has been opened, we cannot accept it for return or refund due to hygiene and quality reasons.