Refund policy
Return & Refund Policy
Effective Date: January 1, 2025
We want you (and your cat) to love every purchase from Cat Basics. If you’re not completely satisfied, we gladly accept returns on most items within 30 days of delivery.
1. Eligibility for Returns
- All items must be returned within 30 days of the delivery date.
- Products must be in their original condition — unused, unwashed, and in original packaging whenever possible.
- Proof of purchase (order number or receipt) is required.
2. Non-Returnable Items
For hygiene and safety reasons, certain products may not be eligible for return once opened or used (e.g., grooming tools showing signs of use, pet treats, or bedding with pet hair). If an item arrives damaged or defective, please contact us — we’ll make it right.
3. How to Start a Return
- Contact our team online with your order number and reason for return.
- We’ll reply with return instructions and the return shipping address.
- Once your return is received and inspected, we’ll process your refund or exchange.
4. Refunds
- Approved refunds are issued to your original payment method within 5–10 business days after inspection.
- Shipping costs are generally non-refundable unless the item was damaged or incorrect.
5. Exchanges
If you’d like to exchange an item, please contact us within the 30-day window. We’ll ship the replacement once your original item is received.
6. Damaged or Incorrect Orders
In the rare event that your order arrives damaged, defective, or incorrect, contact us with our online contact form with photos and your order number so we can send a replacement or full refund.
7. Questions?
Need help? We’re here for you.
Website: www.catbasics.ca
Mailing Address: Cat Basics, Canada