Refund policy
Catati wants customers and cats to be happy with their order. This policy
explains our voluntary change-of-mind returns and how we handle faulty,
damaged, incorrect, unsafe or misdescribed goods.
Your rights under New Zealand law
Nothing in this policy limits any rights customers have under the New Zealand
Consumer Guarantees Act, Fair Trading Act, or any other law that cannot be
excluded. If goods are faulty, damaged, unsafe, incorrectly supplied or
misdescribed, Catati will provide the remedy required by New Zealand law.
30-day voluntary change-of-mind returns
For eligible items, customers may request a voluntary change-of-mind return
within 30 days of receiving the order.
To be eligible for a change-of-mind return, the item must be unused, unopened,
in its original packaging, accompanied by proof of purchase, and approved by
Catati before it is returned.
Change-of-mind returns are not available for:
- opened food, treats, litter or hygiene products;
- sale items;
- items damaged after delivery;
- items used, installed, assembled, washed or altered; or
- items used contrary to product instructions or reasonable care.
Original delivery charges are not refunded for change-of-mind returns. Customers
pay change-of-mind return shipping unless Catati agrees otherwise in writing.
Faulty, damaged, incorrect, unsafe or misdescribed goods
If an order arrives faulty, damaged, incorrect, unsafe or misdescribed, contact
Catati promptly at info@catati.co.nz with the order number, a description of the
issue and photos if relevant. Catati will assess the issue and provide the
remedy required by New Zealand law, which may include repair, replacement,
refund or another legally required remedy.
Where New Zealand law requires Catati to cover reasonable return costs for a
faulty, damaged, incorrect, unsafe or misdescribed item, Catati will do so.
Refunds, inspection, gifts and promotions
Returns may need to be received and inspected, or the remedy confirmed by
Catati, before a refund is processed. Approved refunds are usually made to the
original payment method where practical. Bank, card, payment-provider or
buy-now-pay-later processing times may vary.
If a returned order involved a gift, discount, promotion, loyalty points, bundle
or free item, Catati may adjust the refund, reverse points, or require return of
the promotional item where fair and legally allowed.