Returns & refunds

Change of mind

You have 30 days from delivery. The item needs to be unused, clean and in its original packaging — cat hair on a bed counts as used, so give it a brush-off before posting. Email [email protected] with your order reference and we will email a prepaid return label. Refunds are processed to the original payment method within 5 business days of the parcel arriving back.

Return shipping is on us for change-of-mind returns within Australia, and we deduct nothing extra from the refund.

Faulty, damaged or not as described

If it arrives broken, missing parts, or fails in normal use, send a photo and your order reference. We will replace it or refund it in full — including what you paid for shipping — and you will not be asked to post the faulty item back first. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law: for a major failure you choose a refund or replacement, and for a minor failure we may repair, replace or refund.

How to start a return

1. Email [email protected] with your order reference (CL-XXXXXX) and what is wrong.
2. We reply with a prepaid label and the return address, usually within one business day.
3. Pack it in its original packaging and drop it at any Australia Post outlet.
4. We inspect it on arrival, then refund or replace within 5 business days.

What can't be returned

• Items that have been used, washed, assembled and scratched, or chewed.
• Consumables that have been opened (litter additives, treats, catnip).
• Personalised or made-to-order items, unless faulty.
• Change-of-mind returns started after 30 days.

None of these exclusions apply where an item is faulty, unsafe, or not as described — your statutory rights always apply.

Wrong item or wrong size

If we sent the wrong thing, or the size does not match the listing, that is on us — we cover post both ways and send the correct item as a priority. If you ordered the wrong size it is treated as a change of mind, but send us a photo of your cat next to the item and we will usually waive the return post anyway.

Exchanges

The fastest way to exchange is to return the item for a refund and place a new order, which means the size you want cannot sell out while the return is in transit.

Refund timing

Refunds go back to the original payment method — card refunds typically appear in 3–5 business days depending on your bank, and PayPal refunds usually the same day. We cannot refund to a different card or account.

Cancellations

Email us before dispatch — usually within one business day — and we cancel and refund in full, including shipping. See the terms & conditions for the full picture.