Refund policy

Not satisfied or need to return your order?

Thank you for shopping with us! If something isn’t right, we’ll make it easy.

📧 Contact us at support@catportal.net. We usually reply within 24 hours on business days.

30-day returns (all customers)
You can return your order within 30 days of delivery, for any reason. Items must be sent back within 14 days of contacting us.

For customers in the EU and UK
Our 30-day return period includes and extends your legal right of withdrawal, which gives you 14 days from delivery to cancel your purchase without giving a reason. You may use the EU model withdrawal form, but it is not required. A simple email to us is enough.

✅ Easy returns in 4 steps

  1. Email us with your order number
  2. Tell us the reason (e.g. “not satisfied”, “defective”)
  3. Let us know if you’d like a refund or a replacement
  4. Wait for our return instructions. Please don’t send anything back before contacting us.

🔁 Damaged, defective or wrong item?
Contact us within 14 days of delivery and include a photo. We’ll send a free replacement or a full refund, including all shipping costs. In most cases, you won’t need to send the item back.

📦 Return shipping (change of mind)
Where a return is needed, return shipping costs are covered by the customer. We recommend using a tracked shipping service.

Condition of returned items
You may handle and test the product to the extent necessary to establish its nature, characteristics and functioning. If the item has been used beyond that, we may deduct an amount corresponding to any reduction in value. Items should be returned complete with all accessories and, where possible, in their original packaging.

Bundles and free gifts
If you return only part of a bundle or multi-pack, your refund is based on the discounted bundle price. Free gifts must be returned together with the items they came with.

💰 Refunds
Refunds are issued to your original payment method within 72 hours of receiving the item, or of approving your request if no return is needed. Please allow up to 10 business days for the refund to appear, depending on your bank.

EU & UK customers: If you withdraw within the statutory 14-day period, we will refund the item price and the original standard delivery cost within 14 days of receiving your withdrawal notice. If we’ve asked you to send the item back, we may withhold the refund until we’ve received it or you’ve provided proof of sending it.

❌ Missed deliveries and unclaimed parcels
Please double-check your shipping address at checkout. If a parcel can’t be delivered because of an incorrect address, or isn’t collected in time, we can’t offer a free replacement or full refund. Contact us and we’ll do our best to help: we can resend your order for the cost of shipping, or refund the item minus return shipping costs if the parcel makes it back to us.

🛑 Cancellations
Contact us as soon as possible. Orders that have already shipped can’t be cancelled, but you can still return them under this policy.

Your statutory rights
This policy does not affect your statutory rights. Customers in the EU and UK are entitled to a legal guarantee of conformity for goods that are defective or not as described. Customers in other countries, including the United States, keep any rights they have under applicable local consumer law.