Refund & Return Policy

Last updated: August 16, 2026

This policy applies to all purchases from this store, operated by Catwell ("Catwell", "we", "us"). The short version: if you or your cat aren't happy, we make it right.

1. The 90-Day Happy Cat Guarantee

You have 90 days from the delivery date to decide if a product earns its place in your home.
If your cat ignores it, dislikes it, or it simply isn't what you hoped — contact us for a replacement, store credit or full refund. Your choice.
Yes, it can be used. We know you can't test a cat toy without a cat. Normal use within the 90 days does not void the guarantee.

2. Damaged, defective or wrong items

Arrived broken, defective, or not what you ordered? Send a photo (and your order number) within 7 days of delivery.
We'll ship a free replacement or issue a full refund — no return required in most cases.
Defects that appear within the first 90 days of normal use are covered the same way.

3. How to start a return or refund

Contact us via the contact form (or the details below) with your order number.
Tell us what happened — one sentence is enough. Photos help for damage claims.
Get your resolution: we reply within 1 business day with the next step. If a return shipment is needed, we'll send instructions and the return address; often for hygiene and practicality we let you keep or donate the item instead.

4. Refund processing

Approved refunds are issued to your original payment method within 5–7 business days.
Bank processing can add a few days depending on your card issuer.
Refund not showing after 10 business days? Contact your bank first, then us — we'll chase it.

5. Exchanges

Want a different color or model instead of a refund? Tell us — exchanges follow the same 3 steps above, and we cover the replacement shipping.

6. Return shipping costs

Our error (damaged, defective, wrong item): return shipping is on us, or no return needed at all.
Change of mind / guarantee returns: if a physical return is requested, the customer covers return postage unless we state otherwise in writing.

7. Items and situations not covered

Products intentionally damaged, modified, or used contrary to the safety instructions in the product manual.
Claims made after the 90-day guarantee window.
Products purchased from other stores or marketplaces — we can only support purchases made here.