Returns
We do our best to provide you with top quality cat products delivered on time and in good condition. Our return policy lasts 14 days from the day you receive the product. You will get a full refund after 14 days from receiving the product, however, you will be responsible for any shipping fees. If this time elapses, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted.
The customer will be required to present image/video proof of any damages or errors with the product to be eligible for a return. If the problem is a malfunction, our support team will show you an image or video on how to install the product correctly. We will then require you to send us a new video/image again showing how the product is correctly installed as per our instructions. If it is still not working, we will consider a resend or a refund as per your preference.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If the parcel is not received within 90 working days after the order is shipped you will be entitled to a full refund or a resend at your preference.
If the problem is damage, please email our support team with a clear picture or video of the damage so we can offer a refund or a resend of the item at your preference. Please note that if the item arrived broken, we will need a picture immediately after the delivery. We will not accept refunds for orders claimed to be broken 72 hours after the delivery.
If the problem is neither of the above and you still wish to return the item for a full refund we will ask you to ship the item back to us, our main warehouse is located in Canada.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at meow@catplaypen.com.
Exchanges
We only replace items if they are defective or damaged. If you need an exchange, please send us an email at meow@catplaypen.com
After purchase, the customer has 24 hours to claim cancelation for the purchase or require changes. After that time, the order will be processed and then shipped. Changes after 24 hours are not available. Upon receiving the product, the customer is entitled to return the product for a refund for 30 days. Please communicate with our support team if applicable.
Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
- Cat Playpen will not be held liable for any misrouted parcels due to customer errors. Please make sure and double-check all information entered on checkout. Upon 24 hours of purchase, Cat Playpen processes the orders. No changes can not be applied after that. The customer would then be responsible for re-route charges.