Refund policy
30-day cat-acceptance guarantee
If your cat doesn't take to their new cave or bed within 30 days of delivery, you can return it for a full refund or an exchange for a different colour or design.
Under this guarantee, your cat may gently try the cave. We can accept the item with minor signs of trial use, such as a small amount of removable cat hair. We cannot accept items that are heavily soiled, damaged, scratched, chewed, altered or affected by strong odours.
Standard returns
Outside the 30-day cat-acceptance guarantee, we accept returns within 30 days of delivery for items that are unused, clean and in their original condition.
What can't be returned
Items that are heavily soiled, damaged, scratched, chewed, altered or affected by strong odours cannot be returned. Gift cards and final-sale items are non-returnable unless required by applicable consumer law. This does not affect your rights if an item is faulty, damaged or not as described.
Faulty or incorrect items
If your item arrives damaged, faulty or not as described, email [email protected] with your order number and a photo within 7 days of delivery. We'll arrange a replacement, exchange or full refund at our cost.
Return shipping costs
For change-of-mind returns and returns under the 30-day cat-acceptance guarantee, the customer is responsible for return postage and arranging a tracked return shipment.
If an item is faulty, damaged or incorrect, we will cover the reasonable return shipping cost or provide appropriate return instructions.
Refund processing
Refunds are processed within 5 business days of receiving your return. A confirmation email is sent once complete.
How to return
- Email [email protected] with your order number and reason for return.
- We'll reply within 1 business day with return instructions.
- Ship the item back with tracking.
- Refund or exchange processed within 5 business days of receipt.