Physical-product returns

Kitters physical products are currently in preview and are not available to order. The policy below applies when physical ordering opens. Digital products and downloads keep their separately stated terms.

30-day unused returns

To request a change-of-mind return, email lessersupport@proton.me within 30 calendar days after delivery. Include your order number or another purchase record. Items must be unused, unwashed, clean and free of pet hair, with all included parts. Keep the original packaging if available.

Used grooming or fabric-cleaning tools are not eligible for a change-of-mind return. Sale-priced physical items follow the same policy. There is no restocking fee or payment-processing fee deduction.

How to send a return

Contact us before sending anything back. We will provide return authorization and our U.S. return address privately. Send the authorized return within 14 calendar days after approval. Do not return an item to an address on its parcel or to a supplier without our instructions.

For a change-of-mind return, you pay domestic return postage directly to the carrier. Use a tracked service and keep the receipt. We do not require an international return.

Damaged, faulty or incorrect items

Email lessersupport@proton.me promptly with your order number and a description of the problem. Photos, if available, can help. We will arrange a refund or an agreed replacement and pay for an approved return if one is needed. We may confirm that no return is required. The unused-item rule and customer-paid change-of-mind postage do not apply to these cases.

Refunds

After receiving and checking an eligible return, we will initiate the refund within 5 business days. If we approve a refund without a return, we will initiate it within 5 business days of confirming the resolution.

We refund the amount paid for the affected item and applicable collected tax to the original payment method, without a restocking or processing-fee deduction. We will confirm the refund by email. Your bank or payment provider controls when it appears in your account.

We do not offer direct change-of-mind exchanges. You can request a return and place a separate new order if the item you want is available.

These commercial return terms do not reduce rights that apply under law. A written copy is available on request.