Refund policy

REFUND & RETURN POLICY

1. 30-day return window

You may request a return within 30 days after tracking shows the order as delivered. Contact us at support@catmellow.com before sending anything back. Returns sent without authorization may not be identified or processed.

2. Return eligibility

Items must be returned in the condition received, unworn and unused, with no pet hair, odor, stains, damage or alteration. Original tags, accessories, instructions and gifts must be included. Use the original packaging or packaging that provides equivalent protection, and include the order number and proof of purchase. Items showing signs of use are not eligible unless the issue is a manufacturing defect or another right applies under law.

3. Return instructions

Do not send an item back until your return request has been approved. The authorized return location and instructions will be provided by email after approval.

4. Return shipping

If the return is caused by the consumer, the consumer is responsible for the return shipping fee. The specific fee is based on the shipping company chosen by the consumer. If, due to our error, the goods received are damaged or incorrect, the consumer is not required to pay the return shipping fee.

For a change of mind, incorrect size or item selection, an incorrect address, refusal or another reason not caused by a product problem, the customer is responsible for return shipping and transit risk. Use a trackable service and keep the receipt. Original shipping charges are not refundable unless the item is defective, incorrect, damaged in transit, materially different from its description, or applicable law requires otherwise.

If an item has a manufacturing defect, arrives damaged, is missing a main component, is incorrect or is materially different from its description, contact us with evidence. Depending on the issue, we may offer replacement parts, a replacement, a partial refund or a full refund and will cover reasonable return costs when a return is required.

5. Damaged, missing or incorrect items

Please inspect the order promptly after delivery. Send the order number, photos of the outer package and shipping label, photos of the complete item, and clear photos or video of the damaged, missing or incorrect part. Keep all packaging until the case is resolved.

6. Refunds

We will email you after the return is received and inspected. Approved refunds are issued to the original payment method, normally within 10 business days after inspection. Your bank or payment provider may need additional processing time. If an approved refund has not appeared 15 business days after we submitted it, contact support@catmellow.com.

7. Order cancellation

You may request cancellation any time before the order is fulfilled and dispatched, through the available customer-account option or by email. Once an order has been handed to the carrier, it must follow the return process.

8. Duties and import charges

Standard DDP Shipping to the United States and Canada includes customs clearance, import duties and import taxes. Customers should not be charged these amounts at delivery. If a carrier requests an unexpected import payment, contact us before paying. Documented costs caused by an incorrect address, refusal or an unclaimed parcel may be deducted from a refund where permitted by law.