Politique de remboursement

At CuddleCat, we want every customer and every cat to enjoy a pleasant shopping experience. If you experience any issue after receiving your order, please contact us first. Based on the order details, product type, and the nature of the issue, we will provide a reasonable solution.

1. After-Sales Request Period

You may contact us to request after-sales service within 30 days from the date your order is marked as delivered.

If your item arrives with obvious shipping damage, missing parts, incorrect item sent, serious quality issues, or functional defects, we highly recommend contacting us within 48 hours of delivery and providing relevant photos or videos so that we can verify and resolve the issue more efficiently.

Requests submitted after this period may still be accepted, but delayed reporting may affect the speed and accuracy of issue verification.

2. Basic Conditions for Returns and Exchanges

  1. For returns requested due to non-quality-related reasons, the item should be uninstalled, unused without obvious signs of use, and in resalable condition, with accessories, gifts, manuals, and original packaging kept as complete as possible.

  2. Items that are not suitable for resale due to hygiene, safety, or single-use nature—such as cat clothing, filters, inner bed cushions, and similar items—generally do not support non-quality-related returns or exchanges once opened, installed, or used. If there is a confirmed quality issue, we will handle it based on the specific situation.

  3. Items that have been used, washed, modified, or damaged due to human factors are not eligible for return or exchange for non-quality-related reasons.

  4. Please do not return any item without prior confirmation from CuddleCat customer service. Unauthorized returns may not be accepted or processed.

3. How to Request a Return or After-Sales Service

  1. Log in to your CuddleCat account and go to My Orders to find the relevant order and submit an after-sales request., or contact us directly by email at Cuddlecat247@gmail.com. Or contact us at
    https://cuddlecat.co/pages/contact

  2. Please provide the required after-sales information as outlined in Section 4.

  3. After your request is submitted, we will usually review and respond within 2 business days, and provide the appropriate solution or return instructions.

4. Information to Provide When Requesting After-Sales Service

To help us verify your issue as quickly as possible, please provide the following information:

Non-Quality-Related Issues

  • Order number
  • Description of the issue

Quality-Related Issues

  • Order number
  • Description of the issue
  • Photos of the product
  • Photos of the outer packaging
  • Video if necessary (especially for functional issues, shipping damage, or missing/defective parts)

For large items, electronic products, or suspected shipping damage, we strongly recommend recording an unboxing video, as it can help us determine responsibility and process your request more efficiently.

5. Available After-Sales Solutions

Depending on the specific situation, we may provide one or more of the following solutions. The final solution will be determined based on the issue involved, inventory availability, logistics conditions, product type, and order details:

  1. Reshipment of missing parts

  2. Reshipment of the product

  3. Product replacement

  4. Partial refund

  5. Full refund

  6. Troubleshooting assistance or issue resolution without return

  7. Return for refund after approval to the designated return address

For some non-quality-related issues, we may offer a partial refund without requiring a return in order to save you time and return shipping costs.

6. How We Handle Quality-Related Issues

If the product has shipping damage, was incorrectly shipped, is missing key parts, has an obvious manufacturing defect, or has a functional issue that affects normal use, we will, after review and confirmation, usually offer one of the following based on the actual situation:

  • Reshipment of missing parts

  • Reshipment of the item

  • Replacement

  • Partial refund

  • Full refund

  • Refund without requiring the item to be returned

If the issue can be resolved through replacement parts, reshipment of components, technical guidance, or a simple fix, we will usually prioritize the solution that is more efficient and more convenient for the customer.

7. How We Handle Non-Quality-Related Issues

Requests due to reasons such as:

  • No longer wanting the item

  • Personal dislike

  • Ordering the wrong color, size, or style

  • Pet not adapting to the item

  • Personal expectations not matching the product

are generally considered non-quality-related issues.

For small or medium-sized items, if the item is unused, packaging is kept as complete as possible, and the return meets our conditions, a return for refund may be possible. In such cases, return shipping costs are usually the customer’s responsibility.

For large, oversized, or high-shipping-cost items, returns for non-quality-related reasons are generally not supported, due to the higher logistics cost and complexity of return handling. In some cases, we may offer a partial refund without requiring a return, subject to review.

8. After-Sales Policy by Product Type

Product Type Common Examples Quality-Related Issues Non-Quality-Related Issues
Small Items Toys, accessories, small pet supplies Depending on the case, we may offer reshipment, refund, or resolution without requiring a return We may offer a partial refund without return or another negotiated solution depending on the situation
Medium Items Standard cat supplies, medium-sized pet home products Reshipment, partial refund, or full refund may be offered If unused and eligible, return for refund may be possible; whether the item must be returned, the return address, and shipping responsibility will depend on review
Large Items Automatic feeders, self-cleaning litter boxes, large cat furniture We usually prioritize replacement parts, component reshipment, technical support, or partial refund; if necessary, reshipment or refund may also be offered Due to high shipping costs and complex return logistics, large items generally do not support returns for non-quality-related reasons. We may offer a partial refund, replacement parts, or another negotiated solution depending on the case
Special Items Customized items, clearance items, hygiene-sensitive items, non-shippable/digital-type items Reshipment, partial refund, or full refund may be offered depending on the case Generally not eligible for return or exchange

9. Return Shipping Cost Responsibility

Situation Who Pays Notes
Quality-related issue CuddleCat After review and confirmation, we will bear the relevant after-sales handling cost as appropriate. If a return is required, we will provide further instructions
Non-quality-related issue Customer If a return is approved, the customer usually bears the return shipping cost. In some cases, we may offer a partial refund without return instead. If the original shipping cost was covered by CuddleCat or included in the product price, we may deduct the actual incurred outbound logistics cost from the refund where applicable
Exchange Depends on the reason For exchanges due to quality issues, CuddleCat usually bears the reasonable handling cost. For exchanges due to personal reasons, the customer is responsible for the relevant shipping cost. If the replacement item is out of stock or no longer available, we may offer a substitute item, refund, or another reasonable solution

10. Situations Generally Not Eligible for Return or Exchange

The following situations are generally not eligible for return or exchange:

  1. Orders submitted after the after-sales request period has expired

  2. Items that have been used, washed, or modified for non-quality-related reasons

  3. Problems caused by improper use, human damage, or normal wear and tear, such as normal scratching post wear or water damage to electronic products

  4. Damage to the outer packaging only, where the product itself remains intact and fully functional

  5. Cases where order information cannot be provided, or necessary photos/videos cannot be provided for review

  6. Items returned without prior confirmation from CuddleCat customer service

  7. Logistics issues or returned packages caused by incorrect address information provided by the customer, failed delivery attempts, refusal of delivery, or failure to complete customs clearance in time

  8. Functional issues caused by personal devices, network environment, or improper operation/use

11. Refund Processing

If your refund request is approved, the refund will be returned to your original payment method.

Once the refund has been processed, it usually takes 5–10 business days for the funds to appear in your account. The actual timing may vary depending on your payment provider, bank, or credit card company.

12. Contact Us

If you need to request after-sales service, please contact us through your customer account, the after-sales entry on the order page (if available), or by email at:

Cuddlecat247@gmail.com

We will review your information and assist you as soon as possible.