Refund policy

Last updated: October 7, 2026

At Catio & Co., we want you and your cat to love what you order. If an eligible purchase isn’t right, you can request a return or refund under the policy below.

Our 30-day return window

You can request a return within 30 days of delivery.

To be eligible for a return:

The item must be unused, unassembled, undamaged and in its original condition and packaging, unless it arrived damaged, defective or incorrect.
All original parts, hardware, fixing kits, accessories and instructions must be included.
You must contact us before sending anything back. Please don’t return items without return instructions from us.

To start a return, email support@catioandco.com with your order number, the reason for the return and photos or a video where relevant. Once your request is approved, we’ll send you a Return Authorization (RA) number, return instructions and the return address.

Items returned without authorization, or items that don’t meet these requirements, may not qualify for a refund.

Assembled, installed or used items

Catios, enclosures, wall shelves, cat flaps and nets that have been assembled, drilled, cut, mounted, installed or used can’t be returned for a change of mind. This doesn’t affect your rights if an item arrived damaged, defective or incorrect.

Damaged, defective or incorrect items

Please inspect your order when it arrives. If an item arrives damaged, defective, incomplete or different from what you ordered, contact us within 30 days of delivery with:

Your order number
A short description of the problem
Clear photos or a video of the item
Photos of the packaging where relevant

Please keep the item and its packaging while we review your claim. If your claim is approved, we’ll send a replacement part, a replacement item or a refund.

Return shipping

Unless your item arrived damaged, defective or incorrect, you’re responsible for the cost of return shipping. Please use a trackable shipping service; we can’t guarantee receipt of returns sent without tracking.

Original shipping charges and Shipping Protection fees are non-refundable, unless the return is the result of our error or where the law requires otherwise.

Refunds

Once we receive your return, we’ll inspect it and email you to confirm whether it’s approved. Approved refunds are issued to your original payment method, usually within 5 business days of receiving the return. Your bank or card provider may take a few extra days to post it.

Late or missing refunds

If we’ve confirmed your refund but you haven’t received it yet, please check your bank account again, then contact your card provider or bank, as it can take some time before a refund is posted. If you’ve done this and still haven’t received it, email us at support@catioandco.com.

Exchanges

If you’d like a different size, colour or set, the quickest way is to return the original item under this policy and place a new order. If your item arrived damaged, defective or incorrect and you’d prefer a replacement, just let us know.

Order cancellations

You can cancel free of charge by emailing us before your order has been processed. Once an order has been processed or shipped, we may not be able to cancel it, but you can request a return after delivery under this policy.

Sale and offer items

Items bought on sale or with an offer (such as “buy one, get 50% off the second” or “buy 2, get 1 free”) can be returned under this policy. Refunds are based on the amount you actually paid after discounts. If you return part of an offer order, the refund reflects the discount that applied to the items you keep.

Shipping Protection

If you added Shipping Protection in your cart and your order is lost, stolen or damaged in transit, contact us within 30 days of the estimated delivery date. We’ll review the claim and send a free replacement or a refund for the affected items. Shipping Protection fees themselves are non-refundable.

Your rights

Nothing in this policy limits any consumer rights that can’t be excluded under the law where you live. Where the law gives you greater rights than this policy, those rights apply.