Refund policy
Refund & Return Policy
We want you and your cat to love your purchase.
If you are not completely satisfied with your order, you may request a return within 30 days of receiving your item.
Return Eligibility
To be eligible for a return:
-
the item must be unused and in its original condition
-
the item should be returned in its original packaging when possible
-
proof of purchase or order confirmation is required
To start a return, please contact us at:
Please note:
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
Items returned without contacting us first may not be accepted.
Damaged, Defective, or Incorrect Orders
Please inspect your order upon arrival.
If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery and include clear photos of the issue so we can evaluate and resolve it as quickly as possible.
Non-Returnable Items
We cannot accept returns for:
-
sale items
-
gift cards
-
items that have been used, damaged, or altered after delivery
Exchanges
If you would like a replacement or different item, the fastest solution is to request a return for the original item and place a new order separately once your return is approved.
Refunds
Once your return has been received and inspected, we will notify you regarding the approval status of your refund.
If approved, your refund will be issued to your original payment method within approximately 10 business days. Please note that banks and payment providers may require additional processing time.
If more than 15 business days have passed since your refund was approved, please contact us at:
Return Conditions
Returns may not be accepted under the following conditions:
-
the item shows signs of use or damage
-
the item is returned incomplete
-
the return request is submitted after the 30-day return window
CatoVita™ reserves the right to refuse returns that do not meet the conditions outlined in this policy.