返金ポリシー

Returns, Exchanges & Refunds

We want you and your cat to be happy with your Catelvo purchase. Please review the terms below before requesting a return or exchange.

30-Day Return Window

You may request a return within 30 days after your order is delivered. Requests submitted after this period may not be accepted.

Return Eligibility

To qualify for a return, an item must be unused, unwashed, free from pet hair, odors, stains, damage, or other signs of use, and returned with its original packaging, tags, accessories, and proof of purchase. The item must be in a condition suitable for resale.

Non-Returnable Items

For health, hygiene, and safety reasons, we cannot accept returns of products that have been used by a pet or opened where a hygiene seal applies. This may include used beds, litter and care products, feeding products, and toys. We also do not accept returns of personalized or custom-made products, gift cards, final-sale items, or items damaged through misuse, improper cleaning, or normal wear and tear.

How to Request a Return

Contact us through the Contact Us page within the return window. Include your order number, the item you wish to return, the reason for the request, and photos when relevant. Please wait for return approval and instructions before sending anything back. Returns sent without prior authorization may not be accepted.

Return Shipping

For a change-of-mind return, the customer is responsible for return shipping costs and for using a trackable shipping service. Original shipping charges, customs duties, import taxes, and related fees are non-refundable unless the return results from an error by Catelvo or applicable law requires otherwise.

If we confirm that an item arrived damaged, defective, or incorrect, Catelvo will provide an appropriate solution, which may include a replacement, refund, or return instructions at our expense.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. Contact us within 7 days of delivery if an item is damaged, defective, or incorrect. Include your order number and clear photos of the item, packaging, and shipping label so we can review the issue promptly.

Exchanges

Exchanges are subject to product availability and the same eligibility requirements as returns. Depending on the item and destination, we may ask you to return the original product and place a new order. Any price difference will be charged or refunded as appropriate.

Refunds

We will inspect returned items after they arrive. If approved, the refund will be issued to the original payment method. Your bank or payment provider may require additional time to post the refund. If a return does not meet the eligibility requirements, we may decline the refund or offer to send the item back at the customer's expense.

Order Changes and Cancellations

If you need to change or cancel an order, contact us as soon as possible. We cannot guarantee changes or cancellations after an order has entered processing or has been shipped.

Refused or Undeliverable Packages

If a package is returned because it was refused, unclaimed, or addressed incorrectly, any non-refundable shipping, return, customs, or carrier charges may be deducted from the refund where permitted by law.

Your Legal Rights

Nothing in this policy limits any mandatory consumer rights that apply in your country or region.

Contact Us

For return, exchange, or refund questions, please use the Contact Us page and include your order number.

Last updated: August 8, 2026.