Refunds & Returns

We are confident that you and pup will love your order.

However, even if something goes wrong with your order, we are here to help!

1.1 Faulty item delivered

Providing customers with quality products is what we strive for, so if you received a faulty product you should contact us as soon as possible so we can fix it!

To be applicable for a refund or replacement you must:

  • Send an email to support@katalleya.com describing the issue as soon as you receive the item (we have a 30-day window since delivery)
  • Take pictures of the product and the package you received it in, and please make sure the damage is visible in the picture.
  • Send us the pictures together with your order number

If you comply with this we will either send you a free replacement or issue you a refund. You don’t need to carry out the expense and spend time to send us back the product.

1.2 Product not delivered

If 25 business days have passed and you haven’t yet received your purchase please contact us as soon as possible, so we can look into your order. We mostly use USPS for deliveries in the US, and once the package leaves our warehouse, it's out of our control, however we can still contact USPS to inquire about your package.

Once we verify that there is an issue with your order we will open an investigation with the courier company.  Most commonly in situations involving delayed delivery, the delay can be attributed to labour shortages within the courier companies. 

If it turns out that your order has been lost in transit, we will send you a free replacement or issue you a refund. Please note that the following applies:

  • We are not responsible for incorrect shipping information provided by you upon purchase.
  • If the item has been sent back to the origin because the customer did not pick up the item from the carrier, refunds do not apply.

 

1.3 Product gets damaged while using

We are not responsible for any damage caused to the product or by the product due to incorrect use.

1.4 I changed my mind / Can I cancel my order?

  • We accept cancellation requests that are sent to us within the first 12 hours of the order being placed, if the order has not yet been dispatched.

 
The products also have a 30-day replacement and return right upon receiving the product. Returns must be notified in writing. You can contact us at the "Contact Us" page. The returned product must be unused, in its original packaging and in the same conditions as received. The cost of the return is paid by the customer.

To return an item:

  • Contact us through our contact form or send us email directly at support@katalleya.com and include your order number in the application.
  • We will confirm your application within 72 hours and respond with a return address.
  • To complete your return, we require a tracking number for the returned goods.
  • Once you send us your tracking number, we will issue your refund within 48 hours. 
  • You will receive an email confirming your refund has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank.

IF the product delivered to you is faulty or damaged on delivery please refer to the step 1.1 Faulty item delivered and act accordingly.

You can expect to receive a reply within 24-48 hours! Please note that email is the best method of contacting us as it allows us to keep a paper trail of any issues you may have had with your order.