At The Cat’s Store, we understand that even the most carefully chosen products might not always be the perfect fit for your feline friend. That’s why we offer a straightforward returns and exchanges process to ensure both you and your cat are completely satisfied.

Our Return Policy

We accept returns within 15 days of delivery for most products. To be eligible for a return:

  • Items must be unused, in their original packaging, and in the same condition as received
  • Proof of purchase is required (order number or receipt)
  • Certain items are non-returnable (see below)

Non-Returnable Items

For health and hygiene reasons, the following products cannot be returned or exchanged unless faulty:

  • Cat Medicines (opened or unsealed packages)
  • Cat Grooming products that have been opened or used
  • Any food items (including Dry Cat Food and Cat Cans & Pouches) that have been opened

How to Initiate a Return or Exchange

Follow these simple steps to return or exchange an item:

  1. Contact our team within 15 days of receiving your order by emailing [email protected] with your return/exchange request
  2. Provide details including your order number, the item(s) you wish to return, and the reason for return
  3. Wait for approval – we’ll email you within 2 business days with return instructions
  4. Package your return securely in the original packaging if possible
  5. Ship your return to our warehouse (we’ll provide the address in your approval email)

Return/Exchange Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Cat’s Store Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item(s) to return/exchange: [Product Name(s)]

Reason for return/exchange: [Please provide details]

Preferred resolution: [Refund/Exchange for [Product Name]]

Please let me know the next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Information]

Refund Process

Once we receive and inspect your return:

  • We’ll notify you that we’ve received your returned item
  • We’ll process your refund within 3-5 business days of approval
  • Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Please allow 5-10 business days for the refund to appear in your account, depending on your bank or payment provider

Shipping Costs

  • For returns due to our error or faulty products: We’ll cover return shipping costs
  • For other returns: Customer is responsible for return shipping costs
  • Original shipping fees are non-refundable

Exchanges

If you need to exchange an item for a different size or product:

  1. Follow the same return process above
  2. Clearly state in your email that you’d like an exchange and specify the replacement item
  3. We’ll process the exchange once we receive your return
  4. You’ll be responsible for any price difference and additional shipping costs

Important Notes

  • We recommend using a trackable shipping service for returns – we can’t guarantee receipt of items sent without tracking
  • Return processing may take longer during peak periods (like holidays)
  • For international returns, customs fees and import duties are non-refundable

Need Help?

Our cat-loving customer service team is happy to assist with any return or exchange questions. Contact us at:

Email: [email protected]
The Cat’s Store
54 Leek Rd, Stoke-on-Trent, GB CH7X 3UX

Last updated: [Insert Date]