Please read this entire page carefully before placing your order.  You may print a copy of this page for your records.


         Hollywood Kitty Company (hereinafter "our company", "we", or "us") shall repair or replace any cat furniture product purchased directly from us, free of charge, in the event that component parts become loose, unstable, detached, or broken within the first five (5) years from the date of purchase of said products by the customer (hereinafter "the customer" or "you").  This warranty does not apply to parts that are assembled by you or any other person other than us, and does not cover wear and tear on carpet, carpet inlays, sisal rope, or cat toys.  This warranty is voided by roughness or misuse of our products by you or any other person other than us or the shipping company (including, but not limited to, children or adults putting their own weight on our products by any means, or by placing or dropping objects on said products), outdoor use, improper cleaning procedures*, damage during transport (other than during delivery by us or any shipping company hired by us), use of our products by animals other than domestic cats, unless we have constructed said products specifically for use by another type of animal, in which case we will notify you in writing as to the specifics of any modifications to the terms of this warranty.  The customer shall be responsible for shipping and handling charges of said products returned to us.  We are only responsible for shipping and handling charges of repaired or replaced products returned to you.  The "Shipping Guarantee" and "Satisfaction Guarantee" terms shall also apply to this "Five-year Limited Warranty Agreement".

    *See Question #23 of "Frequently Asked Questions"

         Hollywood Kitty Company shall repair or replace any of our products that become damaged during shipping.  We must be notified by telephone, fax, or email of such damage within three (3) days of receipt of said product by you.  The product must be returned to us unused, properly packaged, and in its original condition.  We will not accept cancellations of orders due to shipping damage.

          We offer a 30-day money-back guarantee on our products, for non-custom orders (see "Custom Order Returns", below).  If you are not completely satisfied with your order for any reason, you may return it to us in its original condition (clean, undamaged, and free of animal hair, dirt, and stains) for a full refund of the purchase price (not including shipping and handling charges) within thirty (30) days of initial delivery receipt.  We cannot refund or reimburse you for initial or return shipping and handling costs.  When shipping returns to us, the item(s) must be properly packaged; and the customer is responsible for insuring the item(s) for a value equivalent to the original purchase price.  We will not accept COD shipping charges.  If you reside within Los Angeles County, we will pick up the returned item free of charge.  Any refund will be made promptly upon our receipt of the return, in the manner in which payment was made.  Check or money order purchases will be refunded by check via certified mail.  Credit card purchases will be credited accordingly.

         Any of our products found in our catalog is considered to be a "custom order" if it includes any of the following (as defined by the "Customizing Options" found on the "Details and Options" page for the specific product ordered):

    1. Animal skin printed carpet
    2. "Custom Openings"
    3. Dyed sisal rope options on scratch posts
    4. "Added" scratch posts (those not included in the price of the item)
    5. "Additional" hanging cat toys that are not included in the price of the item
    6. Basic Inlays, Custom Inlays, or Lettering Inlays
    7. Also, any product that is a custom-design (not appearing in our catalog) is a "custom order".  

         We do not normally accept returns on custom orders.  However, if we feel that the custom-ordered item can be resold at a reduced price, we may be willing to accept a return on the item, for a partial refund.  The refund amount that we offer is at our discretion.  If an order includes custom inlays or lettering inlays with personalized names, titles, or phrases, we will most likely refuse any return request.
         If do we agree to a return of your custom order, you must return it to us in its original condition (clean, undamaged, and free of animal hair, dirt, and stains) for a partial refund of the purchase price (not including shipping and handling charges) within thirty (30) days of initial delivery receipt.  We cannot refund or reimburse you for initial or return shipping and handling costs.  When shipping returns to us, the item(s) must be properly packaged; and the customer is responsible for insuring the item(s) for a value equivalent to the original purchase price.  We will not accept COD shipping charges.  If you reside within Los Angeles County, we will pick up the returned item free of charge.  Any refund will be made promptly upon our receipt of the return, in the manner in which payment was made.  Check or money order purchases will be refunded by check via certified mail.  Credit card purchases will be credited accordingly.


         Each one of our products is built according to the customizing options specified by the customer.  Therefore, each furniture item is a unique creation based on the preferences of the customer placing the order.  For this reason, it may be difficult for us to resell the furniture item if the order is cancelled or returned.  Also, preparing an order for shipment and making the necessary shipping arrangements takes time and costs us money.  Once an order has been shipped, additional work is required on our part to ensure that the product is safely returned to us, in the case of cancellation or refusal of delivery.  To offset the costs of order cancellations, we have established the following cancellation fee schedule for specific stages of order preparation:

    • If your order has not yet begun to be built, your refund is subject to a 5% cancellation fee.

    • If your order has begun to be built, but not completed "to the point of uniqueness" (see definition, below) at the time of cancellation, your refund is subject to a 10% cancellation fee.

    • If your order has been built, but not yet packaged for shipping at the time of cancellation, your refund is subject to a 15% cancellation fee.

    • If your order has been built and packaged for shipping, but has not yet been shipped at the time of cancellation, your refund is subject to a 20% cancellation fee.

    • If your order has already been shipped at the time of cancellation, your refund is subject to a 20% cancellation fee, plus 2-way shipping costs.

    • If you have placed a custom order, which is already in the process of being built, we reserve the right to refuse a refund or cancellation, pending our discretion.

         "To the point of uniqueness" refers to the construction phase in which cutting carpet or attaching it to the parts that make up the structure of the furniture item is performed.  This also applies to the creation of custom carpet inlays, custom-built dyed-sisal scratch posts, and specially cut wood and tubing (if custom openings are associated with the order).