Refund policy

1. Damages, Defects, and Wrong Items (14-Day Guarantee)

If your order arrives damaged, defective, or you received the completely wrong item, we will fix it immediately.

• Please inspect your order upon arrival and contact us at business@catclub.store within 14 days of delivery.

• You must include your order number and clear photo or video proof of the damage/defect.

• Once verified, we will gladly ship you a brand-new replacement item completely free of charge, or issue a full refund.

2. Change of Mind / Incorrect Size

Because of the hygienic nature of pet products and our automated fulfillment system, we do not accept returns or refunds for change of mind, or if you accidentally ordered the wrong size/color. Please double-check your sizing charts and cart choices carefully before checking out!

3. Return Shipping Costs

If a return is manually approved by our team for exceptional circumstances:

• The customer is responsible for paying all return shipping costs to our designated facility. Shipping costs are non-refundable.

• Items must be completely unused, unwashed, hair-free, and in their original packaging. Any items returned with signs of pet use or wear will not be refunded.

4. Lost or Delayed Packages

We track all orders Australia-wide. If your item is significantly delayed past our estimated shipping windows, or marked as "Lost" by the courier, we will issue a replacement or a full refund. We are not responsible for packages delivered to an incorrectly entered shipping address.