Refund policy

Defective items

We inspect and pack every item with great care. In the unlikely event that a defective item reaches you, we will replace it with a new one. Please email photographs of the defect to info@kami-kagu.net. We will then advise you on the exchange or return.

• Please contact us within 3 days of delivery. We are unable to accept claims made after that period.
• The cost of returning the defective item and of shipping the replacement is borne by the customer.
• Please inspect your item as soon as it arrives. If a defect is reported more than 3 days after delivery, we cannot offer an exchange or refund, even if that was the first occasion on which the item was used.

Returns and exchanges for change of mind

We are unable to accept returns or exchanges for reasons of customer convenience, that is, for any reason other than damage or soiling of the product. In principle we cannot accept returns or exchanges of non-defective goods because the item looked different from what you expected, or because the wrong size was selected. Please consider your order carefully before purchasing.

We cannot accept returns in the following cases

• More than 4 days have passed since delivery
• The item has been soiled or damaged by the customer
• The item was purchased from a seller other than us

The nature of our products (cat scratchers and beds)

Our products are scratchers and beds that cats use directly with their claws. For reasons of hygiene and quality control, an item cannot be resold once it has been used. For this reason, other than for defective items, we cannot accept returns or exchanges of opened or used products, including items that a cat has scratched, climbed on or slept on. Please check the dimensions, specifications and photographs on the product page carefully before ordering.

Orders from outside Japan (including the EU and UK)

For orders shipped outside Japan, the same basic policies described above apply: we generally do not accept returns or exchanges due to customer convenience, and we cannot accept returns of used items.

However, if you are an individual customer residing in the European Union (EU) or the United Kingdom (UK), you may have a statutory right to withdraw from your online purchase within a certain period (commonly 14 days) under the consumer protection laws that apply in your country or region.

If you wish to exercise such a right of withdrawal, please note the following:

• Please contact us within 14 days from the date you receive the product, including your order number, name, address, and a clear statement that you wish to withdraw from the purchase. Contact: info@kami-kagu.net
• Unless otherwise required by applicable law, the cost of returning the product (return shipping, customs duties and any related fees) will be borne by the customer.
• If we reasonably determine that the product has been used beyond what is necessary to inspect it as you would in a physical store, and that its value has been diminished (for example, the scratching surface is noticeably worn down, or there are significant stains or damage), we may reduce the refund amount to reflect the decrease in value, or in some cases we may not be able to issue a refund.
• Details regarding the refund method, timing and final refund amount will be provided by email, in accordance with the laws applicable in your country or region and our internal policies.

Please note that the above information is a general guide only. The final handling of each case will be determined in accordance with the applicable laws and regulations in your country or region.