Catkea Returns & Refunds Policy
At Catkea, we take pride in crafting high-quality, stylish cat furniture that enhances your home and your feline’s wellbeing. We stand by the durability and craftsmanship of our products, and our Returns & Refunds Policy ensures fairness and compliance with Australian Consumer Law (ACL).
1. Refunds for Major Manufacturing Defects or Damage
We offer refunds only for products that have a major manufacturing defect or arrive
damaged.
A major defect includes:
● A product that is significantly faulty and cannot be repaired.
● A product that is unsafe for use.
● A product that is substantially different from what was advertised.
If your product meets these conditions, we will issue a full refund to your original payment method.
What is NOT considered a major defect?
● Minor imperfections that do not affect functionality.
● Normal wear and tear.
● Damage caused by misuse, accidents, or improper assembly.
How to Claim a Refund for a Major Defect:
1. Email support@catkea.com.au within 7 days of receiving your order, including:
- Your order number
- A description of the issue
- Clear photos or videos of the defect.
2. If approved, Catkea will provide free return shipping and issue a refund upon
inspection.
2. Store Credit for Other Returns
If your product does not qualify for a refund but you are still unsatisfied, we offer store credit under the following conditions:
The return request is made within 14 days of receiving the item.
The item is unused, in original packaging, and in resalable condition.
The customer is responsible for return shipping costs.
Store credit can be used on any future Catkea purchase and does not expire.
Exclusions:
● Custom-made, personalised, or clearance items cannot be returned.
● Products damaged due to misuse are not eligible for store credit.
How to Request Store Credit:
1. Contact support@catkea.com.au with your order details.
2. If approved, we will provide a return address for the item.
3. Once received and inspected, we will issue store credit within 5-7 business days.
4. Data Security & Protection
We implement strict security measures to protect your personal information, including:
SSL encryption for all online transactions.
Secure third-party payment processing (we never store credit card details).
Firewalls & anti-fraud systems to prevent cyber threats.
Access restrictions, ensuring only authorised personnel can view sensitive data.
However, no online system is 100% secure. While we take all necessary precautions,
customers should also practice safe online behaviour, such as using strong passwords and avoiding phishing scams
3. Exchanges
If you need a different product, size, or colour, we offer store credit instead of direct
exchanges. Simply return your item following the store credit process, and you can use your credit towards a new order.
4. Warranty & Product Care
Catkea products are built for durability. We offer warranty coverage for manufacturing defects, but not for damage due to improper use. Warranty claims require proof of purchase.
💡 Questions? Contact us at support@catkea.com.au – we're happy to help!