Refund Policy

Your right to cancel (UK)

If you are a consumer in the UK, you have 14 days from the day you receive your order to tell us you want to cancel, and a further 14 days from telling us to send the goods back. We refund within 14 days of receiving them, including the standard delivery cost you paid on the original order (if you chose a faster delivery option, we refund the standard rate). You pay the cost of returning the goods, and we may reduce the refund if they have been handled more than was necessary to check them. For health and hygiene reasons this right does not apply to food, treats or supplements once they have been opened. Faulty, damaged or wrongly described items are covered separately: you have 30 days to reject them for a full refund, and we pay the return postage. These are your legal rights, and the general returns rules below do not limit them.

Our own 7-day returns (in addition)

You may request a return within 7 days after delivery. Items must be unused, unopened where applicable, complete, and in the original packaging.

Non-returnable items

For hygiene and freshness reasons, opened food, treats, supplements, and used daily goods may not be returnable unless defective.

Shipping

We’ve paused deliveries to the UK for now. UK VAT rules require overseas sellers to collect VAT at checkout on eligible orders. We have paused all UK deliveries until we can meet this requirement.

Import duties and taxes

Orders ship from Taiwan. Import duties, taxes, and customs clearance charges are not included in the product price or the shipping fee. They are set by the destination country and collected from the recipient by the carrier or customs, usually on delivery. If a parcel is refused or abandoned at customs, the return shipping and any charges already incurred are deducted from the refund.

Returns from outside Taiwan

Contact support before sending anything back so we can confirm the return address and give you a reference number. Parcels sent back without contacting us first may not be traceable. For change-of-mind returns the return shipping is paid by the customer, and the original shipping fee and any duties already paid are not refundable. If the item is defective, damaged in transit, or not what you ordered, we cover the return shipping and refund the full amount.

The line above about the original shipping fee not being refundable applies only to our own additional 7-day returns. If you are using your UK statutory right to cancel (telling us within 14 days of delivery), we also refund the standard delivery cost you paid.

How refunds work

Card payments are refunded through the original payment provider. Other methods are refunded after the returned item is received and checked. Bank and payment-provider processing times may vary.

Contact us

Please contact support before sending anything back: service@catgarden-pet.com