Refund policy

If you have any questions or concerns with your order, we're here to help! Get in touch with us by sending a message to help@kavee.com.

Return policy

We accept returns within 14 days of receiving your order.

To be eligible for a refund or store credit, the merchandise must be unused (for hygiene reasons), in original condition, and with the original packaging. This includes cages that have not been assembled.

You can return for a refund onto the original payment method or store credit. To request a free return label, please contact us at help@kavee.com 

Refunds are processed after your item has been received and inspected by our warehouse. Returns are typically processed within 10 working days from the date of receipt.

Delivery Refusal or Non-Collection
If you refuse delivery, return costs will be your responsibility, and £20 will be deducted from your refund to cover return shipping and restocking fees.

Lost or Delayed Parcels
We are not responsible for any delays, loss, or damage to the parcel after delivery refusal or non-collection. However, we will assist you by opening a complaint file with the courier.

In the case of delivery issues caused by the carrier, we will investigate the matter at no extra charge. Please note that opening an investigation with the carrier may take up to 30 days, and this process is beyond our control.

If the tracking information indicates that your parcel was delivered but you have not received it, you must submit a claim within 10 days of the stated delivery date. After this period, the carrier will no longer accept any claim, and no compensation can be requested.

Note: Our packages are delivered by Evri and DPD, both offering tracking numbers. With these, you can manage your delivery, such as changing the expected date, having it held at a collection point, leaving it with a neighbour, or leaving specific delivery instructions.

Defective Products

To file a claim for a defective product, please provide:
    •    Photos of the defective product
    •    A description of the issue

After reviewing the claim, if the product is indeed found to be defective, we will offer a refund or replacement in accordance with the applicable legal timeframe.

Damaged or Missing Products
Claims for damaged parcels or missing items must be made within 7 days of receiving your order.
Please provide:
    •     Photos of the received items
    •    A photo of the shipping label showing the tracking number
    •    Photos of the packaging (inside and outside)

Once we receive your claim, we will submit a complaint to the courier. Based on the outcome, we will offer either a refund or a replacement for the damaged products. Claims missing the required photos cannot be accepted.