Refund policy

KittyReef Refund Policy

60-Day Damage Money-Back Guarantee

We stand behind every KittyReef litter mat. If your mat breaks, tears, or stops working the way it should within 60 days of delivery, we'll refund you in full once you've sent the mat back to us.

What's Covered

Any damage or defect that affects how your mat works, including:

  • Rips, tears, or split seams
  • Peeling or separating layers
  • Cracked or broken edges
  • Non-slip backing that stops gripping
  • Manufacturing defects of any kind

Normal wear such as minor discoloration, light scratches from claws, or litter dust buildup is not considered damage.

How to Claim Your Refund

  1. Email us at support@kittyreef.com within 60 days of the delivery date shown in your shipping confirmation.
  2. Include your order number so we can find your purchase quickly.
  3. Send proof of the damage. We need at least one clear photo or short video showing the problem. If the damage is hard to see in a single shot, send a couple of angles.
  4. Ship the mat back. Once we approve your claim, we'll email you the return address. Send the mat to that address and keep your tracking number.

What Happens Next

We review every claim within 2 business days. Once we've approved your claim and received the returned mat, your refund goes back to your original payment method. Depending on your bank or card provider, it can take 5–10 business days to appear on your statement.

If we need more information to approve your claim, we'll reach out by email.

The Fine Print

  • The guarantee covers one refund per mat purchased.
  • Claims must be submitted within 60 days of the delivery date. Claims received after that window are not eligible.
  • Proof of damage is required for every claim. Claims without a photo or video cannot be approved.
  • The mat must be returned to the address we provide before a refund is issued.
  • Damage caused by misuse (such as cutting the mat, exposing it to open flame, or machine drying on high heat) is not covered.
  • This guarantee applies to purchases made directly through kittyreef.com.
  • Please note that size is not a valid reason for a refund.

Questions?

Email us at glob4lrun@gmail.com and a real person will get back to you.

KittyReef is operated by Palin Brothers Enterprises Oy, Finland.

 

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