Refund policy
Refund Policy
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Returns
Our policy lasts 30 days from receipt of the purchased item. If 30 days have gone by since you have received your item, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it.
Please do not send your purchase back without first contacting our team.
Items not excepted for return:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at meow@catmatter.com.
Sale items and factory seconds (if applicable)
Only regular priced items may be refunded, unfortunately sale items and factory seconds cannot be refunded.
Buyers are informed of any and all imperfections of an item labeled as a factory second. Each imperfection is shown and agreed upon before the purchase is made. Therefore, Factory seconds are not eligible for refund or return.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at meow@catmatter.com and send your item to: 965 W Chicago Ave Chicago Illinois US 60642.
Shipping
To return your product, you should mail your product to: Cat Matter, 965 W Chicago Ave Chicago Illinois US 60642
Unless the issue is with our product, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
For Exchanges:
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
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Note: All items are photographed at time of packaging and shipment for quality control purposes.
Any Request for Refund due to damage or error on our part must be accompanied with photos and full detail of the issues found in your item.