At Ingram Whit, we are committed to ensuring that you and your feline companions are completely satisfied with our products. Our return and exchange policy is designed to give you peace of mind and flexibility when making a purchase from us. We understand that sometimes things don’t work out as planned, and we are here to assist you with returns or exchanges in a hassle-free manner.

This policy applies to all products purchased through our website, ingramwhit.com, including our range of high-quality cat trees and feline accessories.

1. Return Eligibility

We accept returns on all of our products within 30 days of the delivery date. To be eligible for a return:

• The product must be in new and unused condition.
• The product must be in its original packaging, including all components, manuals, and accessories.
• Items that have been damaged due to improper use, assembly, or normal wear and tear are not eligible for return.
• The original receipt or proof of purchase must be included with your return.

Please note that any item marked as a final sale or purchased at a discounted price during promotions is not eligible for return unless the product is defective or damaged upon arrival.

2. Return Process

If you wish to return a product, please follow the steps below:

1. Contact Us: Email our customer support team at serviceteam@ingramwhit.com with your order number, product details, and the reason for the return. We will respond within 1-2 business days with instructions on how to proceed.
2. Prepare the Product for Return: Ensure that the product is properly repackaged in its original packaging. All manuals, accessories, and parts should be included.
3. Shipping the Return: You are responsible for covering the return shipping costs, except in cases where the product was damaged or defective upon arrival. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

Once the return has been processed and the product is received in good condition, we will issue a refund to your original payment method within 7-10 business days. Please note that the refund amount will be for the purchase price of the product, minus the original shipping fees.

3. Exchanges

We offer exchanges for products that arrive defective or damaged. If your product arrives in poor condition, please contact us immediately at serviceteam@ingramwhit.com. In your email, include your order number, a description of the damage or defect, and photographic evidence. Our team will assess the situation and provide you with the necessary steps to process the exchange.

We will cover the shipping costs for the return and replacement of defective or damaged items. If the exact product is not available for replacement, we will offer you a store credit or an alternative item of equal value.

For size or color exchanges (e.g., if you purchased a cat tree in the wrong size), you will be responsible for the return shipping costs. Please contact us at serviceteam@ingramwhit.com to initiate the exchange process. The replacement product will be shipped once we receive and inspect the returned item.

4. Damaged or Defective Products

At Ingram Whit, we take great care in packaging and delivering your products, but we understand that accidents can happen during transit. If your item arrives damaged or defective, please notify us within 7 days of delivery by emailing serviceteam@ingramwhit.com. Include your order number, a description of the issue, and photos showing the damage or defect.

Once we confirm the damage or defect, we will offer you a choice between a replacement or a full refund, including shipping costs. Please do not discard the damaged item or its packaging until instructed by our team, as we may need additional information to process your claim.

5. Refunds

After we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.

Please note that refunds may take additional time to be reflected in your account due to your bank or credit card provider’s processing times.

6. Non-Returnable Items

Certain items are non-returnable, including:

• Gift cards
• Personalized or custom items
• Final sale or clearance items

7. International Returns

For orders placed outside of the United States, customers are responsible for all return shipping costs, including any customs or duties fees that may apply. We recommend contacting us before initiating an international return to ensure a smooth process.

8. Contact Us

If you have any questions or concerns about our return and exchange policy, please do not hesitate to contact us at serviceteam@ingramwhit.com. Our dedicated customer service team is here to assist you and ensure that your experience with Ingram Whit is a positive one.

At Ingram Whit, we strive to provide high-quality products and exceptional service, and we are here to make sure you and your furry friends are completely satisfied with your purchase.