Refund policy

Refund Policy

Last updated: January 29, 2026

Kritterly operates this store and website to provide you with a curated shopping experience. This Refund Policy describes how we manage returns, refunds, and exchanges when you make a purchase using our Services.

Please read this Refund Policy carefully. By making a purchase, you acknowledge that you have read this policy and understand the terms regarding returns, exchanges, and refunds.

1. Return Period

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

2. Eligibility for Returns

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

Hygiene and Pet Products: Due to strict hygiene standards, we cannot accept returns on items that show signs of wear or use by a pet. This includes, but is not limited to, pet hair, fur, dander, saliva, or odors. Please ensure all items (such as harnesses, coats, or beds) are inspected and tried on in a clean environment to maintain their return eligibility. We reserve the right to refuse a return if the item is not in a resalable condition.

3. Initiating a Return

To start a return, you can contact us at woof@littlekritters.co.za.

If your return is accepted, we will send you a return shipping label (if applicable) or instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at woof@littlekritters.co.za.

4. Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Defective Pet Toys: Please note that pet toys are subject to wear and tear during play. We do not replace or refund toys that have been damaged due to chewing or play unless a manufacturing defect is identified immediately upon receipt and prior to use.

5. Exceptions / Non-returnable Items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

6. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

7. European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

8. Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll 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 too. If more than 15 business days have passed since we’ve approved your return, please contact us at woof@littlekritters.co.za.