Refund policy

At Cat Play Toy Store, many of our products are carefully prepared and packed specifically for each order. To ensure fairness and hygiene for all customers, we have established the following Return & Refund Policy.

Custom & Made-to-Order Items

Some of our products may be made to order or prepared after an order is placed. For this reason, we do not accept returns for items that show signs of use, wear, damage, or alteration.

Returned items must be:

  • Unused and unworn

  • In original condition

  • Free from pet hair, odors, stains, or damage

Items that do not meet these conditions will not be eligible for a refund.

Return Eligibility

We accept return or replacement requests only under the following circumstances:

  • The item arrived damaged

  • The wrong item was sent

  • The item has a clear manufacturing defect

To be eligible, please contact us within 7 days of delivery and provide clear photos or videos showing the issue, including the original packaging.

📧 Contact Email: info@catplaytoy.com

Requests submitted after 7 days of delivery may not be accepted.

Shipping & Delivery Responsibility

We guarantee that all orders are processed and shipped according to the details provided at checkout. Once an order has been shipped and marked as delivered by the carrier, it is considered fulfilled.

Please note:

  • We are not responsible for delays caused by shipping carriers, customs clearance, or unforeseen logistics issues.

  • We are not responsible for failed deliveries due to incorrect or incomplete shipping information provided by the customer.

Return Shipping Costs

If a return is approved:

  • Customers are responsible for return shipping costs

  • Original shipping fees are non-refundable

  • Returned items must be shipped to the return address provided by our support team

We strongly recommend using a trackable shipping method, as we are not responsible for lost or delayed return shipments.

Refunds

Once we receive and inspect the returned item:

  • Approved refunds will be issued to the original payment method

  • Refund processing may take 5–10 business days, depending on your payment provider

Refunds will not be issued for:

  • Used, worn, or washed items

  • Items returned without prior approval

  • Items damaged after delivery due to misuse or improper care

Policy Acknowledgement

By placing an order with Cat Play Toy Store, you acknowledge and agree to this Return & Refund Policy.

If you have any questions or need assistance, please contact us at:
📧 info@catplaytoy.com