Our guarantee to you:
If, for any reason, you are not satisfied with a product please contact our Customer Service Department and we will work to make it right. Here are our polices for returns and guarantees:
Changed Mind, Don’t like Product
Please return within 30 days, fully postage paid, any item you are not satisfied with in new and salable condition (using original box and packaging if possible). Please specify wether you would rather have replacement (or exchange) product shipped, a store credit, or a refund (less a 10% processing fee). We are unable to refund shipping charges. If you prefer a replacement product or part, it will be promptly shipped. We pay shipping on the replacements we send you. Please see note below on biosecurity items and other non-refundable items.
Damage or Loss In Shipping
It is the customer’s responsibility to thoroughly inspect the shipment upon receipt. Please contact us at once if you are missing any items or find any damage. Please send a photo if possible. The factory, and parcel carriers require claims for loss or damage be made within 30 days of shipment. Trucking companys require claims for loss or damage be made within 5 days of shipment. If signing a trucking company receipt (freight bill) you must make a written note of any loss or damage to product or packaging next to your signature. No other recourse is available if notification of damage is not provided timely. Replacement products or parts will be promptly shipped. We pay shipping on the replacements we send you.
For wire, sheetmetal and other products manufactured at KW Cages’ Santee factory, please contact us at once to report any manufacturing defects, but not later than 1 year from purchase. Please send a photo if possible. Repair, replacement, or replacement parts will be assessed by factory. It may be required to return product, prepaid to the factory for repair. We pay shipping on the replacement parts we send you. Ordinary wear and tear, corrosion from animal waste or corrosive cleaners, misuse or overloading, are not considered manufacturer’s defects. This warranty limits our liability. No other warranty, expressed or implied (including merchantability for an intended purpose) exists. Third Party Warranty: For non-KW Cages manufactured products, individual third-party product manufacturers’ warranties against defects may extend beyond 30 days. Please inquire for specific manufacturer details or contact the manufacturer directly. This warranty limits our liability. No other warranty, expressed or implied (including merchantability for an intended purpose) exists.
Non Refundable Items
There are certain items that cannot be returned, cancelled or refunded. Al such sales are final. Customized orders cannot be cancelled, returned, or refunded. Orders with multiple cages are built-to-order at the factory and cannot be canceled, returned, or refunded. Orders not picked within a reasonable time after completion shall be considered abandoned, canceled, or refunded. In addition, we are unable to accept returns or provide refunds on cut materials, books, flush cutting pliers, used, weathered, dirty or unsalable merchandise. Biosecurity: Due to health, safety, and biosecurity risks such as Rabbit Viral Disease and Avian Viral Flu, as well as restrictions imposed by State and local law, once items leave our factory, we are unable to accept returns or provide refunds for the following: animal cages, nests, feeders, bottles, food stuffs and medications, syringes, tattoo equipment, or any other product that poses a biosecurity risk.
Except as noted above for replacement parts, we are unable to refund freight or shipping charges.