If you’re looking to return a faulty or incorrect item, please get in touch at [email protected], so that we can get this sorted for you.
You can, within 30 (THIRTY) days of receiving a product ordered from cats.com return any product that you are not completely happy with, provided that it has not been used and is in the same condition as sent by us. We will not receive title of returned items until the item arrives at our office location. This means that you bare the risk of loss and title for such items upon your delivery to the carrier, for the purpose of returning the products.
Once you decide to return any product you must not use it and must take good care of it whilst it remains in your possession. The Product must be returned to us undamaged, unused and in the same state in which it was sold to you. Otherwise, we will not be able to process any refund.
If you’d like a refund for your goods but you can’t return them to us for any reason, then a refund for those goods will be at our sole discretion.
Returning Products by Post
If you wish to return an online purchase via post, please follow the instructions outlined below. Please note we do not offer pre-paid postal returns.
Complete your returns note and enclose it with your Product(s). Make sure you write the reason for return clearly. Ensure the product(s) is in a securely wrapped parcel.
The returns address is:
Name : Cliverse Media LTD.
Address : Eliyahu Hakim 14/6, Tel Aviv 6912013, Israel
Take the parcel (with the enclosed returns note) to a Post Office or courier. Ask the Post Office or courier for your proof of posting certificate. The clerk will stamp the proof of posting on dispatch and you should retain this until you receive your refund. Regrettably, we can only provide a refund for a lost return once we have been provided with a proof of posting certificate.
Please remember to complete the returns note with your returned products.
It is your responsibility to keep all return receipts, making a shipment by registered mail or by any other means necessary to enable precise proof of the sending confirmation and date.
In order to provide the fastest shipping time, we strive to process orders and ship them within the day of order. Customers may ask to cancel their order within 5 hours from purchase and receive a full refund. If you try to cancel your order after you received a shipping confirmation email, we will not be able and are not obligated to issue a refund.
If your product is damaged or defected, please kindly email us with the subject line “Return: Damage or Defected Item” together with your order number, along with a photograph so we can immediately look into sending you a new one.
The return policy will only apply to damaged items or products that have any manufacturing defects. We will not make any refunds or changes once the product has been successfully delivered in normal condition.
We do not refund shipping cost. Return shipping is to be paid by the Buyer.
If the size of the product doesn’t fit the buyer, the buyer will have to send back the item (shipping costs paid by buyer) and Cats.com will send the replacement product in the correct size, provided that these are in stock and available.