Return Policy – Cats&Tails

1. Pre-order availability

Some Cats&Tails products may be offered as pre-orders before they are manufactured. Pre-ordering allows us to produce only what is needed and reduce waste.

2. Pre-order payment

When placing a pre-order, payment is collected in advance to reserve your product. This payment helps cover production costs.

3. Damaged items or issues

Please check your order as soon as it arrives. If the item is defective, damaged, or if you receive the wrong product, contact us immediately so we can evaluate the issue and provide a solution.

4. International shipping

4.1. International orders and import duties

If you place an order from outside the European Union, you may be required to pay import taxes or customs duties.

These charges may be requested once the package arrives in the destination country.

Note: Cats&Tails is not responsible for import taxes or customs fees established by each country’s customs authority. These charges are the responsibility of the recipient and are beyond our control.

The amount varies depending on the country and the total value of the order. If in doubt, please check your national customs office website.

5. Order changes and cancellations

5.1. Modification requests

If you need to change the shipping address or any order information, contact us as soon as possible at [email protected].

We always recommend consolidating orders to reduce environmental impact.

5.2. Cancellation

You may cancel your order for a full refund as long as production has not yet started.

Once production begins, the standard return policy applies.

If the product is in stock and has not yet been shipped, you may also cancel the order. If it has already been shipped, you must follow the return process.

6. Exchanges, returns and refunds

6.1. Exchanges

We do not offer direct exchanges.

If you need a different product, colour or variant, you must return the item (see section below) and place a new order on the online store.

6.2. Returns

We offer a 14-day return period from the date you receive your order.

To be eligible for a return:

  • The product must be in perfect condition, unused, and in its original packaging.

  • You must include the receipt or proof of purchase.

Want to return a product?

Step 1:

Register your return request here: [add link to return form].

You will receive instructions by email after submitting your request.

Step 2:

Send the clean, undamaged item in its original packaging to the address provided.

Step 3:

Once the returned item is received, inspected and approved, the refund will be issued automatically using the original payment method.

Please note that processing may take several days.

Return shipping costs are the customer’s responsibility.

Note: We do not accept returns from non-EU countries, non-EU islands, or EU VAT-exempt territories.

6.3. Refunds

We will notify you once we have received and inspected your return. If the refund is approved, it will be processed using your original payment method within up to 30 days.

Remember that your bank or card issuer may take additional time to post the refund.