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Mkvhg reviews cat-tree returns by matching the ordered frame, all boards and posts, textiles, mounting parts, fasteners, tools, condition, and requested outcome to the purchase record. We accept returns for both defective and non-defective products, and we accept exchanges when the requested replacement item is available.
A customer may request a return when the footprint, height, layout, covering, or mounting method does not suit the intended indoor location, provided the complete product remains eligible under the conditions below. For cat-tree orders, support review may refer to assembled dimensions, base and board shape, post and platform counts, condo or hammock construction, covering, scratching surfaces, fasteners, anti-tip strap or tension assembly, package completeness, and unused condition.
RETURN WINDOW
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Requests submitted after 30 days may not be accepted unless required by applicable consumer law.
RETURN CONDITION & ELIGIBILITY
Product condition accepted for return: new only. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
For a non-defective return, every component must remain unused, clean, dry, and free from fur, claw marks, odour, stains, stretched fabric, crushed board edges, stripped threads, bolt impressions, adhesive residue, modified holes, or altered tension parts. Opening cartons to inventory pieces is permitted, but assembled or pet-used furniture may not remain in new condition.
After approval, sort the clean unused components by type, protect board corners and post threads, release but do not alter a tension adjuster, and seal all fasteners and tools in an inner bag. Use sturdy outer cartons and follow the assigned parcel grouping so heavy boards cannot crush plush, hammock, strap, or hardware pieces. The pre-paid downloadable and printable label instructions are emailed after approval, without reducing mandatory consumer rights.
RETURN PROCESS & RETURN ADDRESS
To start a return, contact us at support@mkvhg.shop. If your request is accepted, we will email you a pre-paid return shipping label as a downloadable and printable file, together with instructions confirming how and where to mail your package. Items sent back to us without first requesting a return will not be accepted.
Return method: by mail. Approved returns should be mailed to this return address: 5415 Main St, New Port Richey, FL 34652, United States.
Identify the SKU and state whether the concern involves carton count, board or base size, post or platform quantity, condo panel, opening, hammock, ramp, perch, toy, strap, tension adjuster, ceiling plate, covering, fastener, transit damage, or an incorrect part. Focused photographs can assist with visible damage or a count mismatch but are not required for every return.
RETURN SHIPPING FEES
For all accepted returns, including defective, damaged, incorrect, and eligible non-defective products, the return shipping cost is covered by us. Return label method: Customer download/print. After approval, the pre-paid return shipping label is sent by email at no cost to the customer. No return label is included in the original delivery package.
RESTOCKING FEE
Restocking Fee: No restocking fee will be charged to the consumers for the return of a product.
REFUND TIMEFRAME
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 days. Bank or card issuer posting times may vary after we submit the refund.
EXCHANGES AND CANCELLATIONS
Where inventory permits, an approved complete unused tree may be exchanged for another listed structure. Support confirms the replacement footprint, height, mounting method, component layout, availability, and any price difference before finalizing it. Customers may request cancellation before the order has been processed or shipped.
CONTACT
For return and refund support, contact support@mkvhg.shop or +1 (380) 273-3966. Support hours: Monday-Friday: 9:00 AM - 5:00 PM (GMT+08:00) Singapore Standard Time (Singapore).