Can I return the food for a refund?
Unfortunately we’re not able to accept returns of the food if your cat doesn't like the recipes or has gone off their KatKin. Each tray is made fresh just for your cat, and designed to stay fresh until it reaches you. That means we can’t accept returns under any circumstances due to the risks of contamination. We're also not able to guarantee the safety of the returned food, meaning we’d have to dispose of it.
If you suspect a quality issue with the food, please reach out to our Cat Experts directly.
If your cat has gone off a particular recipe, this can be fairly common. We recommend keeping the trays frozen to maintain their freshness for up to nine months, allowing for potential reintroduction later. Read our our fussy cat guide for more helpful tips here.
We’d hate for food to go to waste, so please also consider donating spare trays local rescue centres that have freezers available or to friends and family. If someone you know decides to try KatKin, don’t forget to give them your referral link too!
What happens if I refuse a delivery?
Because our meals are fresh and perishable, couriers aren’t able to return them to us. If a delivery is refused, DPD will safely dispose of the box instead.
For this reason, we’re not able to offer refunds on refused deliveries - once fresh food leaves us, it can’t be reused or resold.
Can KatKin arrange a collection for my box?
Due to trays being safe for up to 48 hours in transit (from when they've left our kitchen), our couriers won’t accept collection of perishable goods. Boxes would need to be disposed of before they reach us which unfortunately meals DPD won't collect perishable items.
Additionally, if you choose to refuse a delivery, DPD will dispose of the parcel, and no return or refund can be requested.
Can I return Nibbles or Sprinkles?
Unfortunately, we’re not able to accept returns for any of our frozen food or our extras.. However, if you have a concern about your Nibbles or Sprinkles please reach out to our Cat Experts for support.
Can I return Scoop Planet litter?
Yes, if you have any new, unopened bags of Scoop Planet that you wish to return and it's within 14 days of the original delivery date.
If you're looking to return your Scoop Planet litter due to a quality concern, or you think the litter doesn't look quite right, please reach out to our Cat Experts who will be able to help investigate and offer an alternative solution.
Required Return Documentation
Reach out to our Cat Experts to request a Scoop Planet returns form to be included with your parcel.
This form provides the necessary return details and the shipping address. If you don’t have access to a printer, you can handwrite the details, ensuring the following information is included:
Your name, order number*, and contact details
Reason for the return
You order number can be found on your latest Order reminder email or our Cat Experts can provide your order number for you.
Shipping and Processing Details
Shipping Cost: Customers are responsible for the return shipping cost.
Where to Ship: Returns should be sent to the address indicated on the returns form or by our Cat Experts.
Packaging: Securely pack the items to prevent damage during transit. If possible, use the original packaging.
Contact our Cat Experts to let them know you've shipped the litter and a refund will be processed once our kitchen receives the litter and confirms it meets our return conditions.