Refund and Returns Policy

1. General Policy

At CritterCouture we strive to ensure that every purchase meets your expectations. If you are not completely satisfied with your order, you may request a return or exchange in accordance with the terms set out below.

2. Eligibility for Returns

2.1 Time Frame

Requests for returns or exchanges must be submitted within 30 calendar days of the delivery date.

2.2 Condition of Items

Returned items must be in their original, unused condition, with all tags, labels, and packaging intact. Items that have been altered, washed, or damaged after delivery are not eligible for a refund.

2.3 Non‑returnable Items

• Custom or personalized products
• Final‑sale items marked as “Clearance” or “No Returns”
• Gift cards and digital downloads

3. Return Process

3.1 Initiating a Return

To start a return, contact our Customer Support team at [email protected] or call +1 (857) 320-8665. Provide your order number, the item(s) you wish to return, and the reason for the return.

3.2 Return Authorization

Our team will issue a Return Authorization (RA) number and detailed instructions for shipping the item back to us. Returns sent without an RA number may be refused.

3.3 Shipping Costs

Customers are responsible for the cost of return shipping unless the return is due to a defect, error, or damaged item on our part. In such cases, we will provide a prepaid shipping label.

4. Refunds

4.1 Refund Method

Refunds will be issued to the original payment method used for the purchase. Credit card refunds may take 5–10 business days to appear on your statement.

4.2 Refund Amount

The refund will include the price of the returned item(s) minus any original shipping charges, unless the return is a result of our error.

4.3 Partial Refunds

If an item is returned in a condition that does not meet the eligibility criteria, we reserve the right to issue a partial refund or deny the return.

5. Exchanges

Exchanges are processed as a return followed by a new order. If the exchanged item is of higher value, the price difference must be paid before shipment. If the exchanged item is of lower value, a refund for the difference will be issued.

6. Defective or Incorrect Items

If you receive a defective, damaged, or incorrect item, contact us within 7 days of receipt. We will arrange for a replacement or full refund, including any applicable shipping costs.

7. User Responsibilities

• Provide accurate contact information when placing an order.
• Inspect the package upon delivery and report any issues promptly.
• Follow the return instructions precisely to avoid delays.

8. Legal Disclaimer

This Refund and Returns Policy does not affect your statutory rights under applicable consumer protection laws. We reserve the right to amend this policy at any time; changes will be posted on this page with an updated revision date.

9. Contact Information

If you have any questions regarding this policy, please reach out to us:

Email: [email protected]
Phone: +1 (857) 320-8665
Address: 1794 West Jefferson Road, Boston, Massachusetts 01709, United States