Refund policy

Returns and Refunds

1. Ordinary returns

Please contact us within 30 days of delivery to request a return. Items must be unused, in their original packaging, and meet the conditions below. Prior approval is required. Please do not send items back before receiving our return instructions.

Used cat litter, opened filters and cleaning products, and used grooming products are excluded from ordinary returns. These exclusions do not limit applicable rights concerning defective or incorrectly supplied goods.

2. Damaged, defective, incorrect or missing items

Please inspect your order upon receipt and report any damage, defect, incorrect item or missing item within 14 days. This reporting period does not limit your rights under applicable law.

Provide your order number and a clear description of the issue. Where reasonably necessary, we may request relevant photographs, videos, usage details, reasonable troubleshooting or inspection of the item. Each claim is assessed on the available information. Reporting a concern does not automatically establish a defect or entitlement to a refund.

A pet’s preference or refusal to use a product does not, by itself, establish a defect. Normal wear and damage caused by misuse are not manufacturing defects.

3. Return arrangements and costs

For approved returns, we will provide a designated return address and mailing instructions. Please contact us before arranging shipment. Collection from your address is not included as a standard service.

For ordinary returns, customers are responsible for return shipping costs. Original delivery charges are not refundable, except where required by applicable law. We do not charge a restocking fee or retrospectively charge for delivery that was originally free.

Where an item is confirmed to be defective or incorrectly supplied and a return is required, Mewket will cover reasonable return shipping costs under arrangements agreed with us before shipment.

4. Assessment and refunds

Approval to send an item back does not itself confirm a refund. Returned items will be assessed against this policy and applicable law.

Approved refunds will be issued to the original payment method within 5 business days after we receive the returned item and confirm its eligibility. Where no return is required, we will process the refund within 5 business days of confirming the refund. Your bank or payment provider may require additional time to post the funds.