Refund & Return Policy

The short version

• You have 30 days from delivery to request a return.
• We send you a prepaid return label and deduct the shipping cost from your refund.
• If the piece is returned undamaged and complete, a 30% restocking fee applies.
• If the piece arrives damaged, the refund depends on the severity — we'll make it right.

1. Return window

You may request a return within 30 days of the delivery date. Requests made after 30 days will not be accepted.

2. How to start a return

Email support@hearthandwhiskers.com with your order number and reason for return. We'll reply within 2 business days with a prepaid return shipping label and instructions.

3. Return shipping

We provide a prepaid return shipping label for your convenience. The cost of return shipping is deducted from your refund — actual carrier rates apply and vary by destination and package size.

4. Condition of returned items

Items must be returned in their original condition with all parts and packaging. Please:

• Repack the piece in its original packaging if possible.
• Include all hardware, parts, and accessories.
• Make sure the piece has not been damaged by your cat or in use beyond normal inspection.

5. Restocking fee

If the returned piece is undamaged and complete, a 30% restocking fee will be deducted from your refund. This covers inspection, repackaging, and the cost of returning the piece to inventory.

Your refund formula for non-damaged returns:

Refund = Item price − 30% restocking fee − return shipping cost

6. Damaged or defective items

If your piece arrives damaged, defective, or with missing parts, contact us within 7 days of delivery with clear photos of:

• The damaged area(s) of the piece.
• The outer shipping box (including any visible damage).
• The packing materials.

We assess each case individually. Depending on the severity of the damage we may:

• Send replacement parts at no cost.
• Offer a partial refund proportional to the damage.
• Issue a full refund and arrange free return pickup.
• Send a free replacement piece.

The 30% restocking fee and return shipping deduction do not apply to damaged or defective items.

7. Non-returnable items

• Custom or made-to-order pieces (unless damaged or defective).
• Items returned after the 30-day window.
• Items with damage caused by misuse or normal wear by a pet beyond initial assessment.

8. Refund timing

Once we receive and inspect your return, we process refunds within 5 business days to your original payment method. Your bank or card issuer may take an additional few business days to post the refund.

9. Cancellations

You may cancel an order at no cost if it has not yet shipped. Email us as soon as possible. Once shipped, the return process above applies.

10. Questions

We're happy to help. Email support@hearthandwhiskers.com and we'll get back to you within 2 business days.