Refund policy
Return & Refund Policy — Cat Woof
Last updated: July 2026
We want you to love every purchase from Cat Woof. If something isn't right, we're here to help. Please read our return and refund policy carefully.
1. Return Window
We offer a 30-day return policy. You have 30 days from the date you receive your item to request a return. You can also self-serve return and cancellation requests by logging into your account.
2. Eligibility for Returns
To be eligible for a return, your item must meet the following conditions:
- The item is in the same condition as when you received it — unworn, unused, with original tags attached
- The item is in its original packaging
- You have the receipt or proof of purchase
The following items are not eligible for return:
- Items marked as "Final Sale" or purchased at a discounted sale price
- Perishable goods, hazardous materials, or items that cannot be returned for safety or hygiene reasons
- Gift cards
- Items that have been used, damaged after receipt, or are missing original packaging
3. How to Start a Return
To initiate a return, please contact us at sales@catwoof.com with your order number and reason for return. We will assess your request and, if approved, provide you with return instructions.
Please do not send items back without first contacting us and receiving approval. Unauthorised returns will not be accepted.
As our products are shipped from China via our fulfilment partners, return shipping addresses and arrangements will be provided on a case-by-case basis. We will guide you through the process once your return is approved.
4. Damages, Defects & Incorrect Items
Please inspect your order upon receipt. If your item is defective, damaged in transit, or you have received the wrong item, contact us immediately at sales@catwoof.com with:
- Your order number
- A description of the issue
- Clear photos of the damage or incorrect item
We will evaluate the issue and arrange a replacement or full refund at no additional cost to you. Under the Australian Consumer Law (ACL), you are entitled to a remedy if a product has a major fault or does not match its description.
5. Return Shipping Costs
If the return is due to our error (wrong item, defective product), Cat Woof will cover return shipping costs. If you are returning an item for change-of-mind reasons, return shipping costs are the responsibility of the customer.
6. Refunds
Once we receive and inspect your return, we will notify you by email of the outcome. If your return is approved, a refund will be issued to your original payment method within 10 business days. Please note that your bank or payment provider may take additional time to process and post the refund.
If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at sales@catwoof.com.
7. Cancellations
Orders can be cancelled within 12 hours of purchase, provided the order has not yet been dispatched. After this window, we are unable to guarantee cancellation as the order may already be in processing or fulfilment. Please contact us immediately at sales@catwoof.com if you wish to cancel.
8. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
9. Contact Us
For all return and refund enquiries, please contact us at sales@catwoof.com. We aim to respond within 1–2 business days.