We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@thecatden.com.au Please note that returns will need to be sent to the address provided in the email we send back.

If your return is accepted, shipping costs will not be required by the customer, The Cat Den will cover shipping if the return is justified. We will send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any returns question at contact@thecatden.com.au

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Photos are required.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.

Exchanges

The Cat Den will accept and facilitate exchanges providing that the original purchase is unopened, unused, and within the 30 day returns period from the date of purchase. 

The Cat Den will absorb the cost of the return, but the customer is liable to cover the postage fee for the item they are wishing to exchange for. Plus any gap payment that might be required whereby there is a difference in price between the returned and exchanging product. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@thecatden.com.au