Refund policy
Return & Refund Policy
Effective Date: 10 August 2026
At CATINIO, we stand behind the quality of our products and want you and your cat to have a great experience. In addition to your statutory rights, eligible purchases of the CATINIO Hydro Fountain are covered by our 30-Day Money-Back Guarantee.
1. 30-Day Money-Back Guarantee
We offer a 30-Day Money-Back Guarantee on eligible purchases of the CATINIO Hydro Fountain.
If you are not satisfied with your purchase, you may request a return within 30 days from the date you receive your order.
To request a return under this guarantee, contact:
Returned products must:
- Be returned with all original accessories, manuals and components.
- Be packaged securely.
- Not have been damaged through misuse, neglect, accidental damage or unauthorised modification.
- Be returned in a condition suitable for inspection.
Reasonable inspection and testing of the product is permitted. However, CATINIO may reduce the refund where the product has been damaged or handled beyond what is reasonably necessary to evaluate its nature, characteristics and functionality, where permitted by applicable law.
Unless the item is faulty, damaged, incorrect or otherwise covered by your statutory rights, customers are responsible for the direct cost of returning the product.
The 30-Day Money-Back Guarantee is provided in addition to, and does not replace or limit, your statutory consumer rights.
2. Your Statutory Right to Cancel
If you are purchasing as a consumer, you have the legal right to cancel most online purchases within 14 days from the day after you receive the goods, without giving a reason.
To exercise your right to cancel, you must notify us within this period by contacting:
After notifying us of your cancellation, you have a further 14 days to return the goods.
Proof of purchase may be required.
3. Change-of-Mind Returns
For returns made under your statutory cancellation rights:
- The product must be returned within 14 days after notifying us of your cancellation.
- The product must be packaged securely.
- All original accessories, manuals and components should be included.
- The product must be returned in a condition suitable for inspection.
You may inspect the product as you reasonably would in a physical retail store.
If the product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functionality, we may reduce the refund to reflect any resulting loss in value where permitted by applicable law.
For change-of-mind returns:
- Customers are responsible for the direct cost of returning the item, provided this was disclosed before purchase.
- We will refund the purchase price together with the cost of our standard delivery service.
- Any additional amount paid for express or premium delivery is non-refundable.
UK rules require reimbursement of the standard outbound delivery charge, but not the additional cost of a more expensive delivery option chosen by the customer.
4. Non-Returnable Items
For hygiene and safety reasons, certain sealed consumable products may not be eligible for change-of-mind returns once opened or used, including:
- Opened or used replacement filters.
- Opened or used consumable accessories.
This restriction does not automatically apply to the CATINIO Hydro Fountain itself.
Nothing in this section affects your statutory rights where an item is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract.
5. Faulty, Damaged or Incorrect Items
If your order arrives:
- Damaged,
- Faulty,
- Incomplete, or
- Different from what you ordered,
please contact us as soon as reasonably possible.
For quicker resolution, we recommend contacting us within 7 days of delivery, although this recommendation does not limit your statutory rights.
Please provide where reasonably possible:
- Your order number
- A description of the issue
- Clear photographs or videos of the product
- Photographs of the packaging where relevant
Contact:
Once the issue has been reviewed, CATINIO will provide an appropriate resolution in accordance with applicable law, which may include:
- Replacement parts
- Repair
- A replacement product
- A partial refund
- A full refund
Where CATINIO is responsible for the return due to a faulty, damaged, incorrect or non-conforming product, we will cover reasonable return costs where required by law.
Under the Consumer Rights Act 2015, consumers may have a 30-day short-term right to reject goods that do not conform to the contract, subject to the applicable statutory requirements.
6. Incorrect Use
Refunds or replacements are not available for damage caused by:
- Improper cleaning methods
- Misuse or neglect
- Unauthorised modifications or repairs
- Failure to follow product care or operating instructions
- Accidental damage occurring after delivery
- Normal wear and tear
This section does not limit any statutory rights relating to defects or problems that existed at the time of delivery.
7. Return Authorisation
Please contact CATINIO before returning an item.
Once your return request has been reviewed, we will provide:
- Return instructions
- The appropriate return address
- Any other information necessary to process your return
Returns sent without contacting us first may experience processing delays.
8. Return Shipping
Customers are responsible for packaging returned items securely.
For change-of-mind returns and returns under our voluntary 30-Day Money-Back Guarantee, customers are responsible for return shipping costs unless otherwise stated.
Where goods are faulty, damaged, incorrect or otherwise non-conforming, CATINIO will cover reasonable return costs where required by applicable law.
CATINIO is not responsible for returned items lost or damaged in transit before reaching the authorised return address, except where responsibility remains with CATINIO under applicable law.
We recommend using a tracked shipping method and retaining proof of postage.
9. Refunds
Once your return has been received and inspected, we will notify you regarding the refund.
Approved refunds will be issued to the original payment method.
Where you exercise your statutory cancellation rights, reimbursement will be made without undue delay and no later than 14 days after we receive the returned goods or receive evidence that you have returned them, whichever occurs first, where applicable.
After CATINIO issues the refund, your bank or payment provider may require additional processing time before the funds appear in your account.
Where applicable, we will also reimburse the cost of our standard delivery service.
Additional amounts paid for express, premium or upgraded delivery are non-refundable beyond the cost of our standard delivery option.
10. Exchanges
We currently do not offer direct product exchanges.
If you would like a different eligible product, please return the original item in accordance with this policy and place a new order through our website.
This does not affect any statutory right you may have to a replacement where goods are faulty or otherwise non-conforming.
11. Order Cancellations
Orders may be cancelled before they have been processed for shipment.
Once an order has been dispatched, it may no longer be possible to stop the shipment.
This does not affect your statutory right to cancel an eligible online purchase after receiving the goods.
12. Lost Packages
If you believe your package has been lost during transit, please contact us as soon as possible at:
We may ask you to check with:
- Members of your household
- Neighbours
- The local delivery carrier
- Any safe place identified by the carrier
We will work with the shipping carrier to investigate the shipment and provide an appropriate resolution.
Nothing in this section limits CATINIO's responsibility for ensuring goods are delivered in accordance with applicable UK consumer law.
13. Refused Deliveries
If a customer refuses delivery without exercising a statutory right or without another valid reason, reasonable return shipping, carrier or handling costs incurred as a direct result may be deducted from the refund where permitted by applicable law.
Nothing in this provision limits the customer's statutory cancellation or consumer rights.
14. Subscription Products
Subscription products renew automatically at the selected interval unless cancelled before the next billing or processing date.
Customers may pause, skip or cancel their subscription in accordance with the subscription terms available at the time of purchase.
You may manage your subscription through your customer account where available or contact:
Orders already processed or dispatched may be subject to this Return & Refund Policy and applicable statutory cancellation rights.
CATINIO may change subscription pricing by providing reasonable prior notice where permitted by applicable law.
15. Consumer Rights
Nothing in this Return & Refund Policy excludes, restricts or otherwise affects any rights or remedies you may have under applicable consumer protection law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
16. Refusal of Returns
CATINIO may refuse a return or reduce a refund where the requirements of our voluntary return policy or 30-Day Money-Back Guarantee have not been met, except where doing so would conflict with applicable law.
Your statutory rights remain unaffected.
17. Contact Us
If you have any questions regarding returns or refunds, please contact us.
CATINIO
Operated by:
BED GLOBAL COMMERCE LTD
Company Number:
16768962
Registered in:
England and Wales, United Kingdom
Registered Office:
4 Raven Road, Unit 1c3-910
London, United Kingdom
E18 1HB
Website:
https://catinio.com
Email:
support@catinio.com