Refund policy

15-Day Keep-It Promise: At Least 30% Back

Effective for orders placed on or after October 11, 2026 at 2:59 a.m. PDT (America/Los_Angeles). Orders placed before this time retain the policy and commitments applicable when purchased.

Not satisfied with a purchase for a non-quality-related reason? Keep the item or delivered digital files and request a refund of at least 30% of the discounted item price you paid, without sending it back. This promise covers all physical and paid digital products, including customized cat portraits, with no product-category exclusions.

1. When can I apply?

You have 15 calendar days, starting the day after delivery. The request must reach us by 11:59 p.m. on day 15 in America/Los_Angeles time. Physical delivery is based on the recorded delivery date; contact us promptly if that record is incorrect or the parcel was not received. Digital delivery means successful access to the agreed files, not an unsuccessful email or inaccessible link. Items delivered separately have separate request windows.

2. What does the promise cover?

Non-quality dissatisfaction includes not liking the item, choosing the wrong size, color or style, or your cat not adapting to it. Normal, reasonable use to assess satisfaction is allowed. You do not have to prove a defect, keep the item unused, or send photos or an unboxing video to qualify for this minimum refund.

There is no routine cross-border return requirement for this promise. Keep your physical item or digital files. Keeping digital files does not change the original purchase license or give permission to resell or redistribute them. Customized portrait revision services remain available, but accepting or completing revisions is not required before requesting this refund.

3. How is the refund calculated?

The minimum is 30% of the original amount paid for each item in the request after allocated discounts, excluding separately charged shipping and tax. We use the order currency and payment-system currency precision. For example, an item with a discounted paid price of $24 has a minimum item refund of $7.20; a $9.90 digital purchase has a minimum of $2.97.

Any refund already issued for the same item counts toward this minimum. We pay any remaining shortfall; repeated requests do not repeatedly add another 30%. Higher refunds may be approved after individual review and are not a universal promise. Total refunds cannot exceed the amount paid.

Separately paid shipping is not included in this non-quality satisfaction refund. We do not deduct hidden outbound shipping costs from the promised amount on free-shipping orders. Applicable tax adjustments are processed through the order payment/refund system in accordance with applicable requirements.

4. How do I request it?

Email cuddlecat247@gmail.com or use our Contact page. Include your order number, checkout email, the item(s), and delivery date. You may tell us why you are dissatisfied, but detailed evidence of dissatisfaction is not a condition of the minimum promise. We verify the order, delivery and prior refunds.

We respond within two business days. Once approved, we initiate the refund within two business days to the original payment method. Your payment provider or bank controls when funds arrive; processing and arrival are separate, and we do not guarantee a bank arrival date.

5. What if there is a quality, delivery or safety problem?

Shipping damage, incorrect items, missing essential parts, functional defects, non-delivery, unusable digital files and purchases not as described are handled separately. The 30% promise is not a cap on these remedies. Depending on the issue and your applicable rights, appropriate remedies can include repair, missing parts, replacement, reshipment, partial or full refund.

Please report damage promptly, preferably within 48 hours, with relevant photos or videos when available to help us investigate. This recommendation does not remove applicable legal rights or automatically exclude later reports. If a product may be unsafe, stop using it and contact us; “keep it” is not an instruction to continue unsafe use.

Where a return is necessary for a quality issue, contact us first for instructions. CuddleCat covers the appropriate quality-related handling costs. Do not mail goods to an unconfirmed address. Shipping and tax treatment for quality, delivery and statutory remedies is assessed separately under applicable requirements, not automatically limited by the satisfaction-refund rules.

6. Cancellations and digital production

Contact us promptly to request cancellation or an address change before shipment; requests depend on fulfillment progress. Once shipped, changes or cancellation may not be possible and we will discuss the appropriate after-delivery route. If portrait photos cannot be used and you cannot provide replacements, the existing before-production refund remains available. Production errors continue to be corrected free of charge.

7. Your rights and policy versions

This voluntary partial refund promise does not replace, waive or limit consumer rights, payment dispute rights or other remedies that apply to your purchase. It is not a full-refund or risk-free purchase guarantee. Later changes or a website rollback do not revoke commitments already made for qualifying orders.

For questions, contact cuddlecat247@gmail.com. See our Shipping Policy for delivery terms.