Overview
At CatHugs, we want every customer to feel confident when shopping with us. If there is an issue with your order, please contact us at info@cathugs.ca and we will do our best to help.
Defective, Damaged, or Incorrect Items
If your order arrives damaged, defective, or you received the wrong item, please contact us within 7 days of delivery at info@cathugs.ca with your order number and photos of the issue. For defective, damaged, or incorrect items, we will review the issue and may offer an exchange, replacement, return, or refund depending on the situation and product availability. Whenever possible, we will first offer an exchange or replacement for the same item. If an exchange or replacement is not available, we may offer a return and refund.
Cat Litter Products
For hygiene and safety reasons, opened or used cat litter products are not eligible for return or exchange unless the item is defective, damaged, or incorrect.
Cat Accessories
Cat accessories, including sisal cat scratching mats and other cat essentials, may be eligible for exchange, replacement, return, or refund only if the item is defective, damaged, or incorrect. Returned items should be in their original condition and packaging whenever possible.
Return Shipping
Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect. If the issue is due to a defective, damaged, or incorrect item, please contact us before sending anything back so we can review the issue and provide further instructions.
Refunds
If a refund is approved, it will be processed back to your original payment method. Please note that it may take several business days for the refund to appear on your statement, depending on your payment provider.
Exchanges and Replacements
Exchanges and replacements are available for defective, damaged, or incorrect items, subject to product availability.
Non-Returnable Items
The following items are not eligible for return or exchange:
Opened or used cat litter products, unless defective, damaged, or incorrect
Used cat accessories, unless defective, damaged, or incorrect
Items returned without contacting us first
Items not related to a defect, damage, or order error
Contact Us
For return or exchange requests, please contact us before sending any items back.
Email: info@cathugs.ca