Return and Refund Policy

Cattie Refund & Return Policy

Last updated: [November 14, 2025]

This policy applies to all purchases made through our official website: www.cattie.shop

30-Day Satisfaction Guarantee

We want you — and your cat — to be completely happy with your purchase.
That’s why we offer a risk-free 30-day return policy on all eligible items.

If for any reason you’re not satisfied, you may return your item within 30 days of delivery for a refund or exchange — no hard feelings.

Return Eligibility

To be eligible for a return or exchange, your item must be:

  • Unused and in the same condition that you received it

  • In its original packaging

  • Returned within 30 days of delivery

For hygiene and safety reasons, we cannot accept returns of items that have been used by pets.

Return Shipping Responsibility

Customers are responsible for covering the cost of return shipping unless the product arrived damaged, defective, or incorrect.
We currently do not provide prepaid return labels except in those cases.

Damaged or Incorrect Items

If your order arrives damaged or you receive the wrong item, please contact us within 30 days of delivery so we can make it right.

Email: support@cattie.shop
Include the following:

  • Your order number

  • Photos of the damaged or incorrect item(s)

  • A photo of the packaging with the shipping label visible

Once we verify the issue, we’ll send a replacement free of charge (as long as the item is in stock).

Please note: We are not responsible for damages caused by the courier during transit.

Exchanges

We’re happy to offer exchanges on eligible items.
If you’d like to exchange your product for another size, variation, or replacement, please email us within 30 days of receiving your order.
Items must be unused, and customers are responsible for return shipping costs unless the product arrived defective.

How to Start a Return

We don’t currently have a self-serve return portal, but starting a return is easy:

  1. Email us at support@cattie.shop

  2. Include your order number and reason for the return

  3. Our team will reply with next steps and return instructions

Refund Process

Once we receive and inspect your returned item, we’ll issue your refund to your original payment method.

Please allow:

  • Processing time: 5–7 business days after inspection

  • You’ll receive a confirmation email once your refund has been issued

Shipping Costs

Orders over the current free-shipping threshold qualify for free standard shipping.
However, any paid priority shipping or shipping protection add-ons are non-refundable.

Need Help?

We’re always here to help you and your cat ❤️

📧 Email: support@cattie.shop
🕘 Hours: Monday – Friday, 9am – 5pm PST
💬 Average response time: within 2–3 business days.