Refund policy
Short version: we never ask you to send a mat back. If something is wrong, we refund you or send a replacement.
Damaged, faulty, wrong or missing item
Email us within 30 days of delivery with your order number and a photo or short video of the problem. Choose a full refund or a free replacement. You don't need to return anything.
Your order hasn't arrived
If your order hasn't been delivered 45 days after it shipped, or the tracking shows a delivery problem, email us and we'll send a free replacement or give you a full refund. If tracking shows "delivered" but you can't find it, please check with neighbours and your local post office first; we'll then look into it with the carrier.
Changed your mind
Tell us within 14 days of delivery and we'll refund the price you paid for the item. There's no need to send it back; you can keep it, pass it on or recycle it. One change-of-mind refund per customer.
Cancelling an order
You can cancel for a full refund any time before your order ships. Just email us with your order number.
How refunds are paid
Refunds go back to your original payment method within 5 business days of approval. Your bank may take a few more days to show it.
What we can't cover
- Orders sent to an incorrect or incomplete address entered at checkout (we'll always try to help recover the parcel).
- Parcels refused or not collected from the post office.
Your legal rights
This policy doesn't affect your statutory rights, including under the UK Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 and the Australian Consumer Law. If you're in the UK or EU you have a legal right to cancel within 14 days of delivery; the "Changed your mind" section above covers it, without needing a return.
Contact
Email hello@kittystep.com with your order number. We reply within 2 business days.
Dayseer Limited, Room 702, Kowloon Building, 555 Nathan Road, Yau Ma Tei, Kowloon, Hong Kong