Refund policy

We want you to be satisfied with your purchase from CatAndDogToys.com. This Return and Refund Policy explains the requirements for returns, exchanges, damaged products, cancellations, and refunds.
1. Return Period
You may request a return within 30 days of receiving your order.
To be eligible for a standard return, the product must generally be:
Unused and unworn;
Clean and free from pet hair, odors, stains, or damage;
In its original packaging;
Complete with all parts, accessories, manuals, and labels;
Accompanied by proof of purchase.
Contact us before returning any product. Unauthorized returns may be refused or delayed.
To begin a return, email:
contact@catanddogtoys.com
Include your order number, the product you wish to return, and the reason for the return.
2. Non-Returnable Products
Unless required by applicable law, the following products may not be returned:
Used pet toys;
Opened grooming or hygiene products;
Used feeding bowls, fountains, bottles, or food-contact products;
Products contaminated with pet hair, saliva, odors, stains, or waste;
Personalized or custom-made products;
Gift cards;
Clearance or final-sale products;
Products damaged through misuse or improper care;
Products returned without all original parts;
Products purchased from another retailer.
Products that present a hygiene or safety concern may be ineligible for return after their packaging has been opened.
3. Return Authorization
Do not send a product back without contacting us first.
After reviewing your request, we will provide return instructions and, where applicable, a return address.
The return address may be different from the address shown on the original package. Products returned to an unauthorized address may not qualify for a refund.
4. Return Shipping Costs
For returns caused by a change of mind, incorrect size selection, or an accidental order, the customer is generally responsible for return shipping costs.
We recommend using a tracked shipping service. We are not responsible for return packages that are lost or damaged in transit.
If the product is damaged, defective, materially different from its description, or incorrectly supplied by us, we will provide an appropriate solution and cover reasonable return costs where required.
5. Damaged, Defective, or Incorrect Products
Inspect your order promptly after delivery.
Report a damaged, defective, incorrect, or incomplete order within 7 days of delivery by contacting:
contact@catanddogtoys.com
Include:
Your order number;
A detailed description of the issue;
Clear photographs of the product;
Photographs of the packaging and shipping label;
A video where necessary to demonstrate the defect.
After reviewing the evidence, we may offer:
A replacement;
Replacement parts;
Store credit;
A partial refund;
A full refund;
Instructions for returning the product.
Do not discard a damaged or defective product until your claim has been resolved.
6. Exchanges
We do not guarantee direct exchanges.
The fastest way to obtain a different size, color, or product may be to return the eligible original product and place a new order.
Any replacement is subject to product availability.
7. Refund Processing
After receiving and inspecting an approved return, we will notify you whether the refund has been accepted.
Approved refunds will generally be issued to the original payment method within 5–10 business days.
Your bank, card issuer, or payment provider may require additional processing time before the refund appears in your account.
We cannot issue a refund to a different payment method unless required by law.
8. Shipping Charges
Original shipping fees are generally non-refundable unless:
The product was defective;
The product was damaged before delivery;
We sent the wrong product;
The entire order was canceled before shipment;
Applicable law requires a refund of shipping charges.
Expedited shipping fees may be non-refundable.
9. Partial Refunds
A partial refund may be issued when permitted by law if:
A product shows signs of use;
Packaging or accessories are missing;
A product is returned damaged;
The product’s value has been reduced by handling beyond what is reasonably necessary to inspect it;
Only part of a multi-item order is returned.
We will explain any deduction when processing the return.
10. Order Cancellations
To request an order cancellation, contact:
contact@catanddogtoys.com
We will attempt to cancel the order before processing or shipment, but cancellation is not guaranteed.
If the order has already shipped, you may need to wait for delivery and follow the return process.
11. Late or Missing Refunds
If an approved refund has not appeared:
Check your bank or payment account;
Contact your card issuer or payment provider;
Allow for the provider’s normal processing period;
Contact us with your order details.