Last updated: [Launch date]
We want you and your cat to love what you ordered. If something isn’t right, here’s how it works — and here’s the part people don’t expect: in most cases, you don’t have to ship anything back.
Our 15-day refund window
If you’re not happy with an item, contact us within 15 days of delivery and we’ll make it right with a refund or a replacement. For most standard catalog items, there’s no return shipping, no printing labels, no repacking — we simply refund you.
How to request a refund
Email hello@mycuddlescat.com with your order number and a quick note about what went wrong (a photo helps if something arrived damaged). A real human will reply within one business day with your resolution — usually faster.
Refunds
Once your refund is approved, we’ll process it to your original payment method within 5–10 business days. Your bank may take additional time to post it. Original shipping charges are non-refundable except where the issue is due to our error.
The cat-approved guarantee
Cats are picky, and we get it. If your cat genuinely won’t use an eligible item within 15 days, contact us — we’ll refund you, and your cat can keep the item (or you can pass it along to a local shelter, which we love to see). This applies to standard catalog products, not personalized items.
Do I ever need to send something back?
Occasionally, for higher-value items, we may ask to arrange a return — and when we do, we provide a prepaid shipping label, so it never costs you anything. We’ll always tell you up front in our reply.
Exchanges
Want a different size or color? Tell us in your email — we’ll refund the original and help you order the right one, or send a replacement directly. Whichever gets the right item to your cat fastest.
Items that can’t be refunded under the standard window
- Personalized / made-to-order items (name mats, portrait blankets, custom tags), unless defective or incorrect due to our error — which we’ll always fix.
- Items marked “final sale.”
- Gift cards.
Damaged, defective, or wrong items
If your order arrives damaged, defective, or incorrect, email us within 7 days of delivery with a photo. We’ll send a replacement or full refund at no cost to you.
Fair use
Our no-return refund policy exists because we trust cat people. We reserve the right to decline refund requests that show a pattern of abuse (for example, repeated claims across many orders), and to require a return with a prepaid label in those cases.
Contact
hello@mycuddlescat.com — a real human will help.