Refund policy

Last updated: April 20, 2026

Thank you for shopping at kotozhama. We take pride in the quality of our products and want you and your pet to be satisfied with your purchase.

1. Custom-Made Items & Exchanges As our products are custom-made specifically for your order, they are legally exempt from mandatory returns or exchanges. However, we understand that mistakes can happen. If you have ordered a standard model and size, we may, at our sole discretion, authorize an exchange in an individual order. Each request is reviewed on a case-by-case basis and requires our prior approval via email.

2. Condition of Items for Return/Exchange To be eligible for an authorized return or exchange, the item must meet these strict criteria:

  • The item must be in its original condition: unworn, unwashed, and undamaged.

  • All tags and original packaging must be intact.

  • The item must be completely free of pet hair, odors, or any signs of wear. Items with any traces of pet hair will not be accepted.

3. International Returns & Exchanges (Outside of Ukraine)

  • Shipping Costs: The buyer is responsible for all shipping costs (both for returning the item and shipping the replacement).

  • Non-Refundable Costs: The actual original shipping cost is non-refundable and will be deducted from any refund, even for "Free Shipping" orders.

  • Customs & Duties: Any customs duties, brokerage fees, or import taxes paid by the seller to receive the return in Ukraine will be deducted from the final refund amount.

4. Returns within Ukraine

  • Returns/exchanges are processed exclusively via Nova Poshta to the same branch from which the order was dispatched.

  • All shipping costs are covered by the buyer.

5. Quality Guarantee & Product Integrity We personally inspect every item before shipping to ensure it is in perfect condition. In the rare event that an item is damaged during transit:

  • Please contact us on the day of delivery at kotozhama@gmail.com with a description and clear photos of the product.

  • We will review your request promptly and provide a replacement if the damage is confirmed.

6. Refund Process Authorized refunds are processed within 5 business days after we receive and inspect the item. The funds will be returned to your original method of payment.

Contact Information:

  • Email: kotozhama@gmail.com

  • Business Name: Sole Proprietor Olha Nahorna

  • Address: 12V Yeroshchenka St, Irpin, 08205, Ukraine