Refund Policy
Refund Policy for The Cat Dog Shop
At The Cat Dog Shop, your satisfaction and the wellbeing of your pets are our top priorities. We understand that issues can sometimes arise, and we’re committed to resolving them efficiently and transparently. Please review our refund and return policy to ensure a smooth process.
Returns Eligibility
We accept returns under the following conditions:
- Defective Products: Items with manufacturing defects.
- Incorrect Products: Items sent in error.
If your item falls into one of these categories, you must request a refund or exchange within 14 days of receiving your order.
Damaged or Defective Items
If you received a defective, damaged, or incorrect item, follow these steps:
- Contact us at support@thecatdogshop.com within 14 days of receipt.
- Provide the following:
- Your order number and contact information.
- A brief description of the issue.
- Photo or video evidence clearly showing the defect, damage, or incorrect product.
Once your claim is reviewed and approved, you may choose one of the following resolutions:
- Full Refund: Issued to your original payment method.
- Replacement: A new product will be sent at no additional cost.
Refund Process
If your refund is approved:
- Refunds will be processed within 5–7 days after approval.
- The refunded amount will be returned to your original payment method. Processing times may vary depending on your bank or payment provider.
Non-Refundable Items
The following items or situations are not eligible for refunds or exchanges:
- Shipping fees: These are non-refundable, as mentioned in our Shipping Policy.
- Items showing normal wear and tear from pet use (e.g., scratches, bite marks, shedding).
- Used, worn, or washed products.
- Items damaged due to misuse, mishandling, or failure to follow care instructions.
- Items correctly delivered without defects or errors (buyer’s remorse).
Exchanges
If you prefer an exchange over a refund, we will provide a replacement for defective or incorrect items at no additional cost. Exchange requests must be submitted within the same 14-day period.
Shipping and Handling for Returns and Exchanges
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Defective or Incorrect Items:
- Return shipping costs are covered by The Cat Dog Shop.
- We will provide a pre-paid return label for your convenience.
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Exchanges:
- A replacement product will be sent free of charge after the returned item is received and verified.
- Please use a trackable shipping service for returning items to ensure safe receipt. We cannot be held responsible for lost or delayed return packages.
Lost or Stolen Packages
The Cat Dog Shop is not responsible for packages marked as delivered by the carrier but not received by the customer. If your package is lost in transit, contact us at support@thecatdogshop.com, and we will assist you in resolving the issue with the shipping carrier.
Order Cancellations
If you need to cancel your order:
- Cancellations must be requested within 24 hours of placing the order.
- Once an item has been shipped, cancellations are no longer possible. In such cases, the refund policy for defective or incorrect items will apply.
Final Note
To ensure a smooth shopping experience, please double-check product specifications, sizing, and details before purchasing. Refunds or exchanges cannot be provided for items correctly delivered and free from defects.
Thank you for choosing The Cat Dog Shop! If you have any questions or need assistance, please contact us at support@thecatdogshop.com.