Mishcats Refund & Returns Policy
Please read below to find common questions and all the answers you need about how we handle requests for refunds and returns.
Can I Return The Item(s) For A Refund Or Exchange If I Have Changed My Mind?
We offer a 30-day change of mind return policy on items sold at full retail price. We do not offer change of mind returns for items on sale / clearance. We accept change of mind returns, online or in store for a refund or exchange, if the following conditions are met:
- You contact us within 30 days of receiving your item(s) and submit a ‘Returns Form’.
- You provide proof of purchase, eg. Receipt/Order Number.
- The item(s) are unopened and still in it’s original condition (including packaging).
- The item(s) are returned to us within 30 days of purchase.
- The item(s) are returned with any bonus / free items that were added on as part of the original sale.
- The item(s) are packed safely to avoid damage during transit, we are not responsible for any damage or loss during transit.
If these terms are not met then we will not be able to process your return.
Please note for ‘change of mind returns’ original shipping costs will not refunded and you are responsible for the return shipping fee. There is a $5 restocking fee that applies to all ‘change of mind’ purchases.
Once we have received the item(s) and have checked that they are in resalable condition we will issue your refund (excluding shipping costs) via the same purchase payment method. Please allow 3-5 business days for refund to be fully processed as this is dependent on the banks.
If upon receipt of the item(s) they are found not to be in a resalable condition we are not under obligation to process your return. If this occurs, you will be given the option to have the products sent back to you. You will be responsible for the return shipping fee and it must be paid for upfront.
We do not offer exchange or refund for change of mind on food or treats that have a short use by date when that date was clearly displayed on the website.
Due to strict health policies we cannot offer refunds or exchanges on food, treats or any edible items that have been opened. Please choose carefully, and check your order before submitting.
My Item Is Damaged Or Faulty, Can I Get A Refund?
If upon receipt of your purchase you find it damaged or faulty please do not return items before contacting us as there may be different ways to resolve the issue. In some cases we may need to return a product to the manufacturer to have a product assessed to determine the nature of the problem, especially in warranty cases and we may refer you on to the manufacturer. There may be delays when seeking assistance from suppliers or manufacturers so we ask for your patience when this occurs.
If your refund is to be processed by us you can receive a full refund if the following conditions are met:
- You contact us within 2 days of receiving your item(s) and submit a ‘Returns Form’.
- You provide proof of purchase, eg. Receipt/Order Number.
- You include photos of the damage or fault.
- The Item(s) are returned to us unless otherwise specified by us within 30 days of purchase.
- The item(s) are packed safely to avoid further damage during transit. We will organise and cover return shipping costs in the case of faulty items. A return label will be emailed to you.
Once we have received the items and assessed there is a fault or are damaged. We will issue your refund via the same purchase payment method. Please allow 3-5 business days for refund to be fully processed as this dependent on the banks.
If upon receipt of the item(s) there is no fault or damage found we will be unable to process your return. If this occurs you may have the option of either:
- You receive a refund under the ‘change of mind policy’ (minus any shipping fees), or
- You will be given the option to have the products sent back to you. You will be responsible for the return shipping fee and it must be paid for upfront.
We endeavour to stock quality products that you and your cats love so we hope you never have to use our refund policy!