Política de reembolso
RETURN & REFUND POLICY
Last updated: 16 May 2026
Thank you for shopping at The Cat Well. We want you to be completely satisfied with your purchase. Please read this policy carefully before placing your order.
Our Return Window
We accept return requests submitted within 30 days of the date you received your order. To be eligible for a return, your item must be unused, in the same condition in which it was received, with all original tags attached, and in its original packaging. You must also provide proof of purchase.
Items that do not meet these conditions will not be accepted for return and will be returned to you at your expense.
How to Start a Return
To initiate a return, contact us at thecatwell@proton.me with your order number and a brief description of the reason for your return. Do not send items back without first receiving written confirmation from us — unrequested returns cannot be processed and will not be refunded.
Once your return request is approved, we will provide you with the return shipping address and any relevant instructions. Return shipping costs are the responsibility of the customer unless the item arrived damaged, defective, or incorrect.
Non-Returnable Items
The following items are non-returnable under any circumstances:
- Sale items and clearance merchandise
- Gift cards
- Items that have been used, opened, or removed from original packaging
- Perishable goods including consumable pet treats and supplements
- Hygiene-sensitive items including litter accessories where original packaging has been opened
Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or materially different from what you ordered, please contact us within 7 days of delivery at thecatwell@proton.me. Include your order number and clear photographic evidence of the issue. We will assess the situation and offer an appropriate resolution, which may include a replacement, store credit, or refund at our discretion.
European Union — 14-Day Cooling-Off Period
If your order is being delivered to an address within the European Union, you have the legal right to cancel or return your order within 14 days of receiving it, for any reason and without providing justification, in accordance with EU consumer protection law.
To exercise this right, you must notify us in writing at thecatwell@proton.me within the 14-day period. Your item must be returned in the same condition in which it was received — unused, with all original tags, in its original packaging — along with proof of purchase. Items returned under the cooling-off period that do not meet these conditions may be subject to a deduction reflecting any diminished value.
Return shipping under the cooling-off period is the responsibility of the customer unless otherwise required by applicable law.
Refunds
Once we receive and inspect your returned item, we will notify you by email of the outcome of your refund review. If your return is approved, your refund will be processed to your original payment method within 10 business days of approval.
Please note that your bank or card issuer may require additional time to post the refund to your account. If 15 business days have passed since your refund was approved and you have not received it, contact us at thecatwell@proton.me and we will investigate immediately.
Exchanges
We do not process direct exchanges. If you wish to exchange an item, please initiate a return for the original item following the process above, and place a new order separately once your return has been accepted.
Questions
If you have any questions about this policy, contact us at thecatwell@proton.me. We aim to respond to all inquiries within 5 business days.