Refund policy

Returns & Exchanges

If a piece does not perfectly fit your space, we offer a 14-day return window from the date of delivery. To be eligible for a return, the item must be in its original packaging, unassembled, and strictly unused. For sanitary reasons, we cannot accept returns on items that show any signs of feline use, wear, or assembly. Additionally, for the health and safety of all pets, perishable goods such as cat treats and ingestible items are strictly non-returnable and are considered final sale.

Due to the logistical nature of our heavy freight fulfillment, we do not offer direct exchanges. If you need a different model, simply return your original item for a refund following our standard return process and place a new order for the desired piece.

Due to the oversized nature of our architectural furniture, customers are responsible for all return shipping costs. We highly recommend using a trackable, insured shipping service. My Kitty City is not responsible for returned items that are lost or damaged in transit back to our facility; in such cases, refunds cannot be processed, and you will need to file a claim with your shipping carrier.

To initiate a return and receive your authorized return shipping address, you must contact us at support@mykittycity.com. Do not ship items back without prior authorization.

Damages and Defective Items

While our premium furniture is packaged securely to withstand heavy freight transit, we recognize that damage can occasionally occur. Please inspect your order immediately upon reception. If your item is defective, damaged in transit, or if you received the incorrect item, you must contact us at support@mykittycity.com within 14 days of delivery.

To process a damage or defect claim, please provide your order number and clear photographic proof of the issue in your email. Once evaluated, our team will immediately arrange for a replacement item or the necessary replacement components to be shipped to you at absolutely no additional cost.

Refunds

Once your authorized return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at support@mykittycity.com.