Refund policy

At Catboxy, we are dedicated to providing high-quality products and exceptional customer service. We understand that sometimes returns are necessary, and we're here to assist you. Please take a moment to review our return policy:

Return Eligibility:

To be eligible for a return, products must be unused, undamaged, and in their original packaging. Please include the original receipt or proof of purchase with your return. Returns must be initiated within 30 days of the delivery date.

Return & Exchange Responsibilities:

Catboxy's Responsibility:
If the product you received is unusable, damaged, incorrect, or has any issues due to our fault, we will cover all return shipping costs and will not charge any restocking or handling fees.

Customer's Responsibility:
If you wish to return a product for personal reasons, returns are accepted, but you will be responsible for the return shipping costs (the exact amount will be determined by the courier company used). We do not charge any restocking fees or handling charges.

Please note that refunds cover only the purchase price of the product and do not include the original shipping fee.

Order Cancellation:

You may cancel your order within 24 hours of placing it. Orders are processed within 1-3 business days, excluding weekends and holidays. If you wish to cancel and your cancellation request is made before the item is shipped, and within the 24-hour window, your order can be canceled without penalty.

If your order has already been shipped or if the 24-hour window has passed, please contact us at support@catboxy.com for further assistance.

Return Procedure:

To initiate a return, please email us at support@catboxy.com with the subject line "Return + Your Order Number." Kindly include the reason for your return and attach photos of the product in its original packaging.

Once we confirm your return, please securely pack the product in its original condition and share the tracking number with us.

After we receive the package at our warehouse, we will inspect the product's condition, restock it, and start the refund process. You can expect a refund to your original payment method within 5-10 days after the product arrives at our warehouse.

Damages and Issues:

Please inspect your received packages carefully. If any items are defective, damaged, or incorrect, kindly contact us immediately for evaluation and resolution. We will respond within 1-2 business days via email and arrange appropriate compensation or refunds based on the extent of the damage.

Items cannot be returned if:

  • Over 30 days have passed since receiving the product.

  • Returned items lack all original accessories, attachments, or packaging, or if the product is not in new or like-new condition with cracks, dents, or scratches.

  • No valid purchase proof, receipt, or invoice is provided, or if there is reasonable suspicion of forgery or tampering.

  • Malfunction or damage to the product caused by unauthorized use or modification.

  • Product damage is due to uncontrollable external factors, including fire, flood, strong winds, or lightning.

  • Clearance items or gift cards are not eligible for return.

Exchanges:

For a swift exchange, we recommend returning the current item once your return is approved and then making a separate purchase for the desired item.

Refunds:

Upon receiving your return, we'll assess it within 3 business days. Approval or denial of the refund will be communicated within 1 business day. If approved, you can expect to receive your refund within two weeks after handing the parcel over to the return carrier. However, in many cases, refunds are processed sooner.

This timeframe includes:

  • Transit time for us to receive your return from the shipper (5 to 10 business days)

  • Processing time for your return once we receive it (3 to 5 business days)

  • Processing time for your bank to issue the refund (5 to 10 business days)

The refund will be automatically applied to your original payment method (e.g., credit card, PayPal) as determined by your bank or credit card issuer. If you haven't received a refund within this timeframe, please check your credit card or PayPal account. If it's not processed, contact your credit card company or PayPal.

If you encounter any issues beyond 15 business days post-approval, please reach out to us at support@catboxy.com.

Shipping Fees for Returns:

  • If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

  • If the return is due to our fault (e.g., damaged or incorrect products), we will cover the shipping cost for the return.