Order Cancellations. Once you place your order, you have 24 hours in which to cancel your order for a refund (a minimum 5% cancellation fee will be applied). It is important to note that our enclosures, tunnels, towers, bridges, stairs, awnings, hammocks, and other items are hand-made to order in our workshop. This means that we custom fabricate each component, especially for you. This also means that any attempt to cancel an order after we have started the process of making your order results in a very large cost to us. Due to this, once the 24-hour cancellation period has passed, there is a minimum cancellation fee equal to 20% of the order value for standard catalog items up to a maximum of 50% based on how much time has elapsed since your order was placed. In all other circumstances, including but not limited to modified enclosures, custom configurations, and special-order items, cancellations are not accepted.
Refunds. We will accept any unused standard pre-designed catio kits, tools, shelf brackets, hammocks, and cat doors priced at $4000 or less for a refund of the purchase price of the product within 30 days of the delivery date to the customer. There will be a minimum 20% restocking charge for any items constructed of wire mesh which includes enclosures, stairs, towers, tunnels, etc. There will be a minimum 10% restocking charge for all other items. The cost of shipping the returned item will be the customer’s responsibility, both inbound (back to us) and outbound (the delivery costs from our location to you). In all other circumstances, including but not limited to items that include modified enclosures, awnings, custom configurations, and special-order items, all sales are final.
Shipping and handling charges are not refundable under any circumstances. If the product is damaged during delivery to the customer, we will send replacement parts. A damaged part in no way extends our return policy to cover refunding shipping and handling costs.
Damaged accessory items may be required to be returned before we will send a replacement item. Proof must be provided of damaged parts before they will be replaced. This may include a digital photo, analog photo, video, or return of the damaged item. Return requirements and/or proof will be requested at Catbitats discretion.
We cannot accept returns and will not issue credits for products damaged due to the customer’s improper packaging, including damage incurred while shipping the product back to Catbitats. It is the customer’s responsibility to properly package and insure returned packages as well as handle any claim issues regarding damage during the return.
We cannot accept returns for used or opened accessory items unless it is due to a defect with the product. This includes and is not limited to awnings, hammocks, and tool products.
We cannot refund items that have any type of animal contamination such as but not limited to feces or urine. If we receive returned items with contamination on them, they will be returned to the customer at the customer’s expense and cleaned of any contamination and returned to Catbitats or the value of the contaminated parts will be deducted from the total dollar amount of the refund.
Once returns are received by Catbitats, they will be inspected for damage. Acceptance of a return from an outside carrier does not mean Catbitats agrees the products are in acceptable condition for a refund. Once the packages are opened and inspected, any part in damaged or unacceptable condition will be deducted from the return amount. Cages and accessory items are not necessarily inspected immediately upon receipt. Unacceptable or missing items will be deducted from the refund amount at the full retail price. It is solely at Catbitats discretion to determine if the parts are in acceptable condition or missing.
We do not offer refunds for defects in wood or bamboo. These features occur naturally in these types of materials and should be expected initially or over time. This includes and is not limited to cracks, smoothness, splits, and warping. Care is taken prior to shipping to ensure material defects that may affect performance are removed prior to shipping. It is at Catbitats discretion to determine if a flaw warrants a replacement or refund.