Refund policy

Return & Refund Policy

Effective Date: July 2026

At CATINIO, we stand behind the quality of our products and want you and your cat to have a great experience. If something isn't right, we're here to help.

1. Returns

You may request a return within 30 days of receiving your order.

To be eligible for a return, the product must:

  • Be unused and in its original condition.
  • Be returned in its original packaging.
  • Include all original accessories, manuals and components.
  • Show no signs of misuse, accidental damage, modification or excessive wear.

Returns sent without prior authorization may not be accepted.

2. Change of Mind Returns

If you change your mind after receiving your order, you may request a return within 30 days of delivery.

For change of mind returns:

  • The product must be unused and in resalable condition.
  • Customers are responsible for return shipping costs.
  • Original shipping charges are non-refundable.
  • Any reduction in value resulting from handling beyond what is necessary to inspect the product may be deducted from the refund where permitted by law.

3. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless faulty, damaged upon arrival or incorrectly supplied:

  • Used products.
  • Opened or used replacement filters.
  • Consumable accessories.
  • Products showing signs of misuse or accidental damage.

This does not affect your statutory rights under applicable UK consumer protection laws.

4. Damaged, Defective or Incorrect Items

If your order arrives:

  • damaged,
  • defective,
  • incomplete, or
  • different from what was ordered,

please contact us within 7 days of delivery.

Please include:

  • Your order number
  • A description of the issue
  • Clear photographs or videos of the product
  • Clear photographs of the packaging

Please contact:

support@catinio.com

Once the issue has been reviewed and confirmed, CATINIO will provide an appropriate resolution, which may include:

  • Replacement parts,
  • A replacement product,
  • A partial refund, or
  • A full refund.

In these situations, CATINIO will cover all reasonable associated costs.

5. Incorrect Use

Refunds or replacements cannot be provided for damage resulting from:

  • Improper cleaning methods,
  • Misuse or neglect,
  • Unauthorized modifications or repairs,
  • Failure to follow care instructions,
  • Accidental damage occurring after delivery.

6. Return Authorisation

Please do not return any item without contacting our customer support team first.

Once your return request has been approved, we will provide detailed return instructions and the appropriate return address.

7. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If your refund is approved, it will be issued to your original payment method within 5–10 business days.

Please note that your bank or payment provider may require additional processing time before the funds appear in your account.

Original shipping charges are non-refundable unless:

  • The item was damaged,
  • The item was defective,
  • The incorrect item was delivered, or
  • Applicable law requires otherwise.

8. Exchanges

We currently do not offer direct product exchanges.

If you would like a different product, please return the eligible item (if applicable) and place a new order through our website.

9. Order Cancellations

Orders may be cancelled before they have been processed for shipment.

Once an order has been dispatched, it can no longer be cancelled and must instead follow the return process described in this policy.

10. Lost Packages

If you believe your package has been lost during transit, please contact us as soon as possible.

We will work with the shipping carrier to investigate the shipment and provide an appropriate resolution.

If tracking confirms successful delivery to the shipping address provided during checkout, CATINIO cannot accept responsibility for packages that are subsequently lost, stolen or misplaced after delivery unless required by applicable law.

11. Refused Deliveries

If a customer refuses delivery of an order and the shipment is returned to us, any return shipping fees, carrier fees, storage fees or other charges incurred may be deducted from the refund where permitted by applicable law.

12. Subscription Products

Subscription products renew automatically at the selected interval unless cancelled before the next billing date.

Customers may pause, skip or cancel their subscription at any time through their customer account or by contacting customer support.

Subscription orders that have already been processed or dispatched cannot be cancelled or refunded.

13. Your Consumer Rights

Nothing in this Return & Refund Policy limits or excludes any rights you may have under applicable consumer protection laws in the United Kingdom.

14. 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

Website:
https://catinio.com

Email:
support@catinio.com

Instagram:
@catinio_uk