We want you and your cat(s) to be satisfied with your purchase. If you want to cancel or return or replace a damaged order please contact us by email at sales@coolcybercats.com. Please state if you want to cancel an unshipped order, received a damaged product or return an order and include your full name, order details and if it is a return request what the problem is.
Cancellations
You may cancel your order at any time before it has been shipped and a full refund will be issued. Once an order has been shipped, please refer to our return policy below.
Returns
When you return products, please insure and add tracking to the package. We are not responsible for the loss, misdeliverery or damage of your products after you send them back.
We cannot except returns of DVDs or other digital media items unless they are returned unopened (still sealed in their original shrink wrapping), unless if they do not work and you are exchanging them. We cannot accept Spirit Essences products back if they have been opened (the original plastic sleeve at the top has been removed or tampered with).
Please note, in the interests of health and hygiene, returned products must be undamaged, unsoiled, free from dirt or pet hair, and they must be returned in their original undamaged packaging. We are unable to accept returns on opened products that have been given to/used by your pet.
We check all products returned and if they are not found to be undamaged, unsoiled, free from dirt and pet hair, and in their original undamaged packaging or are a product type that is not accepted as a return (opened DVD or opened Spirit Essences product) the return will not be accepted and if you want the product back you will need to pay for the postage costs. If the unaccepted item is not requested back and postage paid for, it will be destroyed 14 days after we notified you that the return was not accepted and the reason.
Refunds
Any product shipping costs paid to us to receive your order is not subject to a refund. Refunds will be issued only on the products and in the same way the payment was made.
Damaged & Defective Products
Please inspect the products in your order carefully upon receipt.
If any product arrives defective or damaged, please inform us by email sales@coolcybercats.com within 5 days from date you received the order and we will be happy to exchange it for you or offer a refund for the defective or damaged products, including any shipping cost. If we request the return of the product, please return the product to us within 14 days from your receipt of the return request. We will refund or replace your product as well as your return postage costs. If we do not receive the item (or it is not postmarked withing the 14 day window), we will not accept the product back and it will be refused and returned back to you.
We check all products returned and if they are not found to be damaged/defective, or have been deliberately damaged, no refund will be issued and it will be up to you to request the products back at your cost.