Refund and Returns policy *2025 Update*
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
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.
If you have not opened your package and the hygiene sticker has not been damaged or removed, you can return your unopened package to us and we will provide a store credit minus the cost of shipping. If an item has been used, or the plastic hygiene seal of your Fierce Kitty packaging has been opened, we cannot provide a refund - all sales are final. We’re sorry if you don’t love your vibe, unfortunately, not every toy is perfect for everybody, and as such we are unable to provide refunds or credits for change of mind on working products. Please feel free to reach out to our customer service team for guidance on how to best use your product. Our team are also happy to provide guidance on a different vibe for you.
To start a return please fill out our return form here, and send to Wecare@Fiercekitty.fun. Please note that returns will need to be sent to the following address:
3rd Floor, 86-90 Paul Street,
London,
EC2A 4NE
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at Wecare@Fiercekitty.fun
Refunds
For a refund, please email Wecare@Fiercekitty.fun including all the below information:
- Order details: name, address, contact details. Order date, order number, order receipt, including payment details (VISA, MasterCard, Klarna, AfterPay, etc.)
- A video of
The Toy clearly connected to the charger and then removed from the charger before turning on.
The power button held down for 3 seconds to turn the device on.
If your issue is with Leo, please show in-focus footage of the mouth-opening.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 30 business days have passed since we’ve approved your return, please contact us at Wecare@Fiercekitty.fun
Replacements
We stand behind our products. If for any reason there is a problem with your purchases, we offer a 1-year warranty from the order purchase date. This means we offer a replacement product not including the shipping costs.
For a refund, please email Wecare@Fiercekitty.fun including all the below information:
- Order details: name, address, contact details. Order date, order number, order receipt, including payment details (VISA, MasterCard, Klarna, AfterPay, etc.)
- A video of
The Toy clearly connected to the charger and then removed from the charger before turning on.
The power button being held down for 3 seconds to turn the device on.
If your issue is with Leo, please show in-focus footage of the mouth-opening.
Lost in transit policy
Once your order leaves the doors of our warehouses, our third-party delivery teams do everything possible to meet our expected shipping times, however, occasionally packages can go on an adventure in the postal system. If your order has not arrived by the expected date, please reach out to our customer service team on the “Contact us”
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Retailers purchase
If you have bought your product from a Retailer, not from the Fierce Kitty website, please process your replacement or refund request through the Retailer's channels as each Retailer holds their own policies for returns, and your transaction records are held in their systems. For privacy purposes, we cannot share personal payment records to issue any replacements or refunds directly.
Terms and conditions of refunds and returns
Replacement and refunds can only be applied for on this website. Replacement and refunds can only be applied for faulty products, not for change of mind. Application form, videos of product fault and original receipt must be submitted to Fiercekitty to be eligible for your replacement .
Warranty replacement only applies to claims with supporting video evidence demonstrating the fault of the product which must be uploaded at the time of the claim with the claim form.
Application forms:
- Must be fully completed and submitted through email
- They will not be processed, returned or acknowledged if incomplete or incorrect.
Replacements must be submitted within 12 months of the order placed.
Refund Payments will be made:
- For the amount on the original purchase receipt;
- By refund to a Visa, Master Card or Paypal account only;
- No cheques or other forms of refund will be used
- Within 30 days of receipt of application form, product and purchase receipt
- Postage costs will not be refunded.
Fierce Kitty reserves the right to reject any application it deems inappropriate or an abuse of the offer, or the subject of fraud.
Fierce Kitty reserves the right to change these terms and conditions without prior notice.