Refund and Return Policy

Your Complete Guide to Hassle-Free Solutions

I. Our Commitment to Your Satisfaction: The Foundation of Our Policy

At Famikat LLC, our paramount commitment extends beyond the point of sale, firmly rooted in ensuring your complete and utter satisfaction with every product you bring into your home. We recognize that purchasing items for your cherished children and beloved pets is a decision based on trust—trust in the quality, safety, and suitability of the products you select. We stand behind this trust with a comprehensive, transparent, and customer-centric Refund and Return Policy. This document has been meticulously crafted not as a set of restrictive rules, but as a clear framework designed to protect you and provide straightforward solutions in the unlikely event that a product does not meet your expectations. Our goal is to make the process of returning an item or requesting a refund as seamless, fair, and hassle-free as possible.

We understand that circumstances vary; perhaps a toy wasn’t quite right for your child’s developmental stage, a pet bed wasn’t the perfect fit for your furry friend, or you received an item that was damaged during its journey to you. Whatever the reason, our dedicated customer service team is here to guide you through a resolution process that is both empathetic and efficient. This policy outlines your rights and responsibilities, detailing the specific conditions under which returns and refunds are granted, the step-by-step procedures to initiate a request, and the timelines you can expect for resolution. We believe that a clear and generous policy is a cornerstone of the trust we strive to build with our customers. By shopping with us at famikat.shop, you are not just buying a product; you are entering into a relationship with a company that values your peace of mind and is dedicated to making things right, no matter what.

II. Policy Scope and Definitions: Understanding the Terms

To ensure there is no ambiguity, it is essential to define the key terms and scope of this policy clearly.

  • Policy Scope: This Refund and Return Policy applies exclusively to all purchases made directly through the official Famikat LLC website, famikat.shop. It does not apply to purchases made through third-party retailers, resellers, or marketplaces.

  • Return: The physical act of sending a product back to our designated fulfillment center for inspection and processing.

  • Refund: The reimbursement of the purchase price to the original payment method used for the order.

  • Exchange: The process of replacing a returned product with a different product of equal or lesser value. If the new product is of greater value, the customer will be responsible for paying the difference.

  • Order Date: The calendar date on which the order was successfully placed and payment was authorized on our website.

  • Return Initiation Date: The calendar date on which the customer formally notifies us of their desire to return a product by following the official procedure outlined in Section IV.

  • Return Window: The period of 30 calendar days from the Order Date during which a return can be initiated for eligible items.

  • Original Condition: The state of the product and its packaging as it was when originally shipped to the customer. This includes all original tags, labels, manuals, and accessories, and the item must be unused, unwashed, and undamaged.

  • Manufacturer Defect: A fault or flaw in a product that arose from the manufacturing process, rendering it not fit for its intended purpose. This does not include damage caused by misuse, accidental damage, or normal wear and tear.

  • Proof of Purchase: A valid order number or the original order confirmation email sent from Famikat LLC.

III. General Return and Refund Eligibility: What Can Be Returned and Why

We maintain a fair and reasonable policy designed to accommodate our customers’ needs while also ensuring the continued quality and salability of our products.

A. Conditions for a Valid Return & Refund

To be eligible for a return and subsequent refund, the following conditions must be met:

  1. The 30-Day Return Window: The return request must be initiated within 30 calendar days of the original Order Date. We are unable to process returns or refunds for items initiated after this period.

  2. Proof of Purchase: You must be able to provide a valid order number or order confirmation email as Proof of Purchase.

  3. Product Condition: The item must be returned in its Original Condition. It must be:

    • Unused, unworn, and unwashed.

    • In its original packaging, including any retail boxes, poly-bags, or protective wrapping.

    • Including all original tags, labels, instruction manuals, and any included accessories (e.g., removable covers for pet beds, attachments for toys).

    • Free of any odors, stains, pet hair, or damage.

B. Specific Reasons for Eligible Returns

We accept returns for the following primary reasons:

  • Change of Mind / Incorrect Product Selection: You simply decided the product was not right for your needs.

  • Incorrect Item Received: We made a mistake and shipped the wrong product, size, or color.

  • Damaged Item Upon Arrival: The product was damaged during the shipping process. (Please see Section VI for specific instructions on damaged items.)

  • Manufacturer Defect: The product has a verifiable flaw that was present upon arrival (e.g., a pet bed with broken stitching, a toy with a non-functioning component).

C. Non-Returnable Items and Exceptions

To uphold health, safety, and hygiene standards, the following items are FINAL SALE and cannot be returned or refunded, unless they arrive damaged or defective:

  • Opened or Used Feeding Bowls and Food Containers: For obvious health and sanitation reasons, we cannot accept returns on any feeding-related products that have been unsealed or used.

  • Used Apparel: Any pet clothing or children’s apparel that shows signs of being worn, washed, or from which tags have been removed.

  • Clearance or Final Sale Items: Any items marked as “Clearance,” “Final Sale,” or sold with a non-returnable disclaimer at the time of purchase.

  • Gift Cards: As digital value instruments, gift cards are non-refundable.

  • Personalized or Custom-Made Products: Items that have been specially ordered, personalized, or customized to your specifications cannot be returned unless they are defective.

IV. The Step-by-Step Return Process: A Detailed Walkthrough

Following the correct procedure is crucial for the efficient processing of your return. Please follow these steps meticulously.

Step 1: Initiate Your Return Request Online (Within 30 Days of Order Date)

  • Do not ship the item back to us without prior authorization.

  • Visit our website and navigate to the “Contact Us” page or send a direct email to lavantuan199@gmail.com.

  • In your communication, you must include:

    • Your full name.

    • Your Order Number.

    • The product name and SKU of the item you wish to return.

    • The reason for the return (e.g., change of mind, defective, wrong item received).

  • Our customer service team will review your request and, if it preliminarily meets the eligibility criteria, will issue you a Return Merchandise Authorization (RMA) Number via email. This number is mandatory for processing.

Step 2: Prepare Your Package for Shipment

  • Once you have received your RMA number, carefully repackage the item in its original, unmarked packaging. Include all original tags, manuals, and accessories.

  • You must write the RMA number clearly on the outside of the shipping box. Packages received without a visible RMA number will experience significant processing delays.

Step 3: Ship the Return Package

  • You are responsible for the cost and risk of return shipping, unless the return is due to our error (wrong item shipped) or a manufacturer defect.

  • We strongly recommend that you:

    • Use a trackable and insured shipping service. Famikat LLC is not responsible for return packages that are lost, damaged, or stolen in transit.

    • Retain the proof of postage/shipping receipt until your refund has been processed.

  • Ship the package to the address we provide with your RMA confirmation. Please note: This is a specialized fulfillment center address and is different from our corporate headquarters in Albuquerque.

Step 4: Our Receipt and Inspection Process

  • Upon receipt at our fulfillment center, your return will be logged using the RMA number.

  • The product will undergo a thorough quality control inspection to verify that it meets the “Original Condition” requirements outlined in Section III.

  • This inspection process typically takes 3-5 business days from the date the package is received.

Step 5: Refund Processing and Issuance

  • Once the return is approved, we will initiate your refund.

  • The refund will be issued to the original payment method used for the purchase.

  • Please allow:

    • 5-10 business days for the refund to be processed and posted to your credit/debit card or digital wallet account. The exact timing depends on the processing policies of your financial institution.

  • You will receive an email notification from us once the refund has been issued.

V. Exchange Policy and Store Credit

A. Exchanges for a Different Product

If you wish to exchange an eligible item for a different product, the process is similar to a return.

  • Initiate the return as described in Section IV, but state clearly that you are requesting an exchange and specify the desired replacement item.

  • Once the returned item is received and inspected, we will process the exchange.

  • If the new item costs less than the original, you will be refunded the difference.

  • If the new item costs more, you will be invoiced for the balance, which must be paid before the new item is shipped.

B. Store Credit

In some cases, you may opt for or be issued Store Credit in the form of a digital gift card.

  • Store credit is typically issued for returns that are initiated after the 30-day window but within a reasonable timeframe, or for items that do not meet the full “Original Condition” criteria but we deem acceptable for a partial resolution.

  • Store credit does not expire and can be used for future purchases on famikat.shop.

  • It will be issued via email after the return is processed.

VI. Special Circumstances: Damaged, Defective, and Incorrect Items

We have streamlined processes for issues that are our responsibility.

A. Damaged Items Upon Delivery

  • Immediate Action Required: If you receive a package that is visibly damaged (crushed, torn, wet), please note the damage on the carrier’s delivery receipt before accepting the package. If the damage is discovered after opening, contact us within 48 hours of delivery.

  • Documentation: Take clear, well-lit photographs of the damaged product and the shipping box, showing any external damage.

  • Contact Us: Email these photos along with your order number to lavantuan199@gmail.com. We will work with the shipping carrier to file a claim and will ship a replacement product to you immediately at no extra cost, or process a full refund if preferred.

B. Manufacturer Defects

  • If you discover a manufacturing flaw, please contact us within the 30-day return window.

  • Provide a clear description and photographs/video of the defect.

  • We will provide a prepaid shipping label for you to return the defective item and will dispatch a replacement as soon as the return is initiated.

C. Incorrect Item Received

  • If you receive an item you did not order, contact us immediately.

  • Provide your order number and a photo of the item you received.

  • We will apologize for the error and provide a prepaid shipping label for the return of the incorrect item. The correct item will be shipped out to you expediently, or you may choose to receive a full refund.

VII. Refund Details: What Costs Are Refunded?

  • Full Refund: A full refund includes the cost of the returned product(s) and any applicable sales tax.

  • Partial Refund: A partial refund may be issued if the returned item is not in resalable condition but we can offer a resolution. This is determined on a case-by-case basis.

  • Non-Refundable Costs: Original shipping fees are non-refundable for returns based on “change of mind.” Return shipping costs are the customer’s responsibility unless the return is due to our error or a defect.

VIII. Frequently Asked Questions (FAQ) – Returns & Refunds

Q1: What if I missed the 30-day return window?
A: While our policy strictly adheres to the 30-day window, we understand that life gets busy. Please contact our customer service team to explain your situation. While we cannot guarantee an exception, we will always do our best to find a fair and reasonable solution, which may include offering store credit.

Q2: How long does the entire return/refund process take?
A: From the day you ship your return, please allow:

  • 5-10 business days for transit and processing at our warehouse.

  • 3-5 business days for inspection and approval.

  • 5-10 business days for the refund to appear in your account.
    In total, the process can take up to 15-25 business days from the day you mail the package.

Q3: The item I received was a gift. Can I return it?
A: Yes, but you will need the original order number or a copy of the gift receipt. The refund, if applicable, will be issued in the form of Store Credit to the person initiating the return.

Q4: Why was my return rejected?
A: Common reasons for rejection include: missing the 30-day window, item not in original condition (used, soiled, damaged by the customer), missing tags or original packaging, or no RMA number on the box.

Q5: I haven’t received my refund even after 10 business days. What should I do?
A: First, check your bank statement again. Then, contact us with your order number and RMA number. We can confirm the date the refund was issued and provide a transaction ID. You may need to contact your bank or credit card company with this information, as they can sometimes delay the posting of funds.

Our ultimate goal is your happiness. This policy is our written guarantee that we will treat every return request with fairness, respect, and a genuine desire to resolve the issue. Thank you for trusting Famikat LLC.