Polityka zwrotu kosztów
Last updated: November 3, 2026
1. Store details
Kitty Pouches (kittypouches.com)
Email: contact@kittypouches.com
2. Right to cancel (30 days)
2.1. If you are a consumer, you may cancel your purchase within 30 calendar days of receiving your order, without giving any reason.
2.2. To cancel, let us know in writing by email at contact@kittypouches.com before the 30 days have passed. You may use a withdrawal form, but you don't have to.
2.3. The right to cancel does not apply where applicable consumer law excludes it, for example to personalized or made-to-order products, perishable goods, hygiene or health products opened after delivery, and sealed products that have been unsealed.
3. Return conditions
3.1. A return is possible if:
- the product has not been used, damaged or altered in a way that reduces its value,
- the product is in its original, undamaged packaging (if it had one),
- proof of purchase (e.g. your order confirmation) is included.
3.2. We may refuse a return that does not meet these conditions.
3.3. If customs formalities apply to the return, you are responsible for them, unless VAT was collected at checkout under the EU IOSS scheme.
3.4. We will send you the return address after you report your return (see section 5). The return address may be outside the European Union (e.g. in China), which may mean higher shipping costs and customs formalities on your side.
4. Return costs
4.1. The cost of sending the product back, including any customs fees, is paid by you, unless we agree otherwise in an individual case.
4.2. We refund the amount you paid for the product (including VAT, if it was collected via IOSS). Standard shipping on your order was free.
5. How to return
5.1. Email contact@kittypouches.com with your order number, your contact details and confirmation that you want to cancel your purchase.
5.2. We will reply with the return address. Please send the product back within 14 days of your request, at your own cost.
5.3. You are responsible for arranging the return, including customs formalities where applicable.
6. Refunds
6.1. We will refund the amount paid for the product within 14 business days of receiving the returned product and confirming that the return conditions are met.
6.2. Refunds are made using the payment method you used for your purchase, unless you expressly agree to another method.
6.3. We may withhold the refund until we have received and inspected the product.
7. Complaints about defective products
7.1. If you receive a defective product, you can file a complaint under the statutory warranty that applies to your purchase.
7.2. Please report the defect as soon as you notice it, and no later than 2 years after delivery, by email at contact@kittypouches.com.
7.3. Your complaint should include your order number, a description of the defect, your contact details and photos of the defect (if applicable). The cost of sending the product back is paid by you, unless we decide otherwise or applicable law requires us to cover it.
7.4. We review complaints within 14 business days of receiving a complete report. If we need to contact our supplier, this may take up to 30 business days – we will let you know.
8. Product recalls
8.1. If a product turns out to pose a safety risk, we will withdraw it from sale in line with the EU General Product Safety Regulation (GPSR).
8.2. We will notify affected customers by email with return instructions. The product should be sent to the address given in that email. We will refund you within 14 days of receiving the product.
8.3. Please send product safety reports to contact@kittypouches.com. We aim to respond within 24 hours.
9. Other information
9.1. We may update this Refund Policy. The current version is always available on kittypouches.com. Changes do not affect orders placed earlier.
9.2. Disputes related to returns or complaints will be settled by the court competent for the Store's registered office, unless the law provides otherwise. Nothing in this policy limits your statutory rights as a consumer.