Return Policy
At Koetto, we want you and your cat to love your basket. If something is not right, we will always do our best to make it right quickly and fairly.
Returns Summary
- 30-day return window from the date your order is delivered
- Free replacement for damaged, defective, or incorrect items
- Change-of-mind returns accepted within 30 days
- Refunds issued within 5 business days after the returned item is received and inspected
Damaged, Defective, or Incorrect Items
If your Koetto basket arrives damaged, defective, or you received the wrong item, please email us within 30 days at hello@koetto.com. We will send a free replacement at no extra cost. If a replacement is not available, we will issue a full refund.
To help us resolve the issue quickly, please include:
- Your order number
- Clear photos or a short video showing the problem
- A photo of the packaging and shipping label
Late Delivery
If your order has not arrived within 21 days after receiving your shipping confirmation, you may be eligible for compensation.
This does not apply if the delay was caused by:
- Incorrect or incomplete shipping information
- Customs delays
- Failed delivery attempts
Change of Mind
If you change your mind or no longer want your order, you may return it within 30 days of delivery.
Items must be:
- Unused
- In original condition
- Returned in the original packaging
For change-of-mind returns, the customer is responsible for return shipping costs.
Wrong Size or Color Ordered
If you ordered the wrong size or color, you may still return or exchange it within 30 days. The item must be unused and in original condition. Return shipping costs are the responsibility of the customer.
How to Start a Return
- Email hello@koetto.com within 30 days of delivery
- Include your order number and the reason for the return
- We will reply with approval and the correct return address
- Ship the item within 14 days after approval
- Once we receive and inspect the item, your refund will be processed within 5 business days
Please do not send items back without contacting us first, as unauthorized returns cannot be accepted.
Return Shipping Costs
Koetto covers return shipping for:
- Damaged items
- Defective items
- Incorrect items
Customers cover return shipping for:
- Change of mind
- Wrong size or color ordered
Non-Returnable Items
The following items cannot be returned:
- Used items
- Items not in their original condition
- Pre-order items
- Final sale or promotional items
Need Help?
If you have any questions, we are here to help. Contact us anytime at hello@koetto.com and our team will get back to you as quickly as possible.