Returns and Refunds
Clear Guidance When an Order Is Not Right
We hope you and your pet enjoy every HeyMyCat purchase. If an eligible item is not suitable, you may request a return within 30 days after receiving it.
Please read the requirements below and contact us before sending any item back.
30 Day Request Window
Contact us within 30 days after the item is delivered.
Original Condition
Eligible items must be unused unwashed and free from pet hair.
Approval Required
Contact customer care and wait for instructions before shipping.
Return Eligibility
To protect product condition and hygiene, returned items must meet all applicable requirements.
- Return requested within 30 days of delivery
- Item has not been used or washed
- Item remains in its original condition
- Original tags and packaging are included
- Item is free from pet hair dirt stains and odors
- Proof of purchase or order number is provided
Do not send a return to the address printed on the original shipping package. Contact us first so that we can review the request and provide the correct instructions and return address.
Items That May Not Be Eligible
The following items may be declined unless required otherwise by applicable consumer law.
- Items showing signs of use washing or wear
- Items containing pet hair dirt stains or odors
- Items damaged after delivery through misuse
- Items missing original parts tags or packaging
- Products marked final sale on the product page
- Hygiene sensitive products after use or pet contact
Any return restrictions shown on an individual product page take priority. Nothing in this policy limits rights that cannot legally be excluded under applicable consumer law.
How to Request a Return
Complete these steps before sending your product.
Contact Customer Care
Send your order number, the item name and the reason for your return.
Wait for Instructions
Our team will review the request and provide the correct return instructions when eligible.
Ship with Tracking
Pack the item securely and retain the tracking number and shipping receipt.
Returns and Refund Questions
Who pays for return shipping
For a standard return based on preference, fit or a change of mind, the customer is responsible for return shipping costs.
If the item arrived damaged, defective or different from the item ordered, contact us before arranging a return. We will review the issue and provide an appropriate solution.
Are original shipping charges refundable
Original shipping charges, when applicable, are generally nonrefundable unless the return results from an incorrect, defective or damaged item or applicable law requires otherwise.
When will my refund be issued
Returned items must first be received and inspected. We will email you after reviewing the item's condition and return eligibility.
If approved, the refund will be issued to the original payment method. Your bank, card issuer or payment provider may require an additional 3 to 7 business days to display the funds.
Can my refund be sent to another payment method
Approved refunds are normally issued to the original payment method used for the order. We generally cannot redirect a refund to another card, bank account or payment service.
What if my item arrived damaged or incorrect
Contact us as soon as possible and include:
- Your order number
- A description of the issue
- Clear photos of the item and affected area
- Photos of the packaging and shipping label when relevant
We will review the information and may offer a replacement, refund, return instructions or another appropriate solution depending on the circumstances.
Do you offer direct exchanges
Direct exchange availability depends on the item, stock and destination. Contact us before sending anything back.
In some cases, the simplest option may be to return the eligible item and place a separate order for the preferred size or color.
Can I cancel an order before it ships
Contact us as soon as possible with your order number. We will review the order status and try to help.
Cancellation cannot be guaranteed after processing has started or the package has been dispatched.
What if I return an item without approval
Unauthorized returns may be sent to an incorrect location and may not be identifiable or processed.
Always contact customer care and wait for the correct return instructions before shipping an item.
Start a Return Request
Send us your order number, item name and reason for the request. For a damaged or incorrect item, include clear photos of the product, packaging and shipping label.