Returns & Full Refund Policy

Returns & Full Refund Policy

Effective Date: March 16, 2025.

At KittyGlow (operated by Solved Group Ltd), our Returns & Refund Policy is designed to provide a limited guarantee while protecting our business interests. Please read this policy carefully, as it outlines the conditions under which returns and refunds may be accepted and clarifies our limited liability regarding shipping issues and chargebacks.

1. Eligibility for Returns and Refunds

Our standard 30-day money-back guarantee applies under the following strict conditions:

  • Eligible Products:
    • Only products sold at full price are eligible (items purchased on sale are excluded).
    • The item must be returned within 30 days from the date of purchase.
    • The product must be in a like-new condition and not overly used.
    • All original packaging, accessories, and documentation must be intact and returned.
  • Ineligible Claims:
    • Claims based solely on shipping delays or delivery issues are not eligible for refunds. Products are not eligible for refunds due to shipping time unless the item is declared lost by the carrier after 90 days.
    • Any attempt to claim a refund based solely on shipping delays or disputes with the carrier shall be directed to the carrier, not KittyGlow.

2. Return Process

  • Initiating a Return:
    To request a return, you must contact us at legal@kittyglow.com with your order details and reason for return. We will provide you with instructions for the return process.
  • Return Shipping:
    You are responsible for all return shipping costs. We recommend using a trackable shipping method. Failure to obtain tracking may result in a delay or denial of your refund.
  • Inspection and Approval:
    Upon receipt of the returned product, we will inspect it to ensure it meets the eligibility criteria. If the product is not returned in its original condition, is missing original packaging, or shows signs of excessive use, we reserve the right to deny the refund or offer only a partial refund at our discretion.

3. Refund Process

  • Refund Issuance:
    Once your return is approved, a refund will be issued to the original payment method. Refunds exclude any shipping costs incurred during the initial purchase as well as return shipping fees.
  • Chargeback and Dispute Clause:
    Any chargebacks or refund claims initiated solely on the basis of shipping delays, delivery issues, or non-compliance with the above conditions will be vigorously disputed. You acknowledge that any such claim is subject to our review and must adhere to the outlined return process. By purchasing from KittyGlow, you agree that disputes over returns or refunds must follow the procedures detailed herein.
  • Shipping-Related Claims:
    If a product is not delivered within the estimated timeframe, you must allow the item to arrive or be officially declared lost by the carrier after 90 days. Only after such confirmation may a refund or claim be considered, and even then, such claims will be subject to the full conditions of this policy.

4. Limitation of Liability

  • No Refunds for Shipping Delays:
    We are not liable for any delay in delivery caused by the carrier, customs, weather conditions, or any other circumstances beyond our control. Claims for refunds based solely on shipping delays will be rejected.
  • Final and Binding Policy:
    This Returns & Refund Policy constitutes the entire agreement between you and KittyGlow regarding returns and refunds. By placing an order with us, you agree to abide by these terms. Any disputes will be handled in accordance with our Terms of Service and applicable law.

5. Amendments and Updates

KittyGlow reserves the right to modify or update this Returns & Refund Policy at any time without prior notice. The most current version will be posted on our website. Continued use of our services after changes constitutes your acceptance of the revised policy.

6. Contact Information

For any questions, concerns, or to initiate a return, please contact us:

Email: legal@kittyglow.com
Phone: +44 7441 424430
Address:
Solved Group Ltd
71-75 Shelton Street
London, WC2H 9JQ, United Kingdom

By purchasing from KittyGlow, you acknowledge that you have read, understood, and agreed to be bound by this Returns & Refund Policy.