Refund policy

At Meow and Paw, we want both you and your cat to love every purchase. If something isn’t quite right, we’re here to help.

Need to lodge a return or replacement request?

Head to our Returns & Replacements Portal. Pop in your order number and postcode or email, tell us what's going on, and we'll take it from there. Most requests are handled through the portal, and you'll hear back within one to two business days.

The rest of this policy explains the terms and what to expect after you submit.

1-Year Warranty

All Meow and Paw products are covered by a one-year warranty against manufacturing or functional defects from the date of delivery.

If you experience an issue with your product within one year, please submit a request through our Returns & Replacements Portal and we'll be happy to assist.

To help us assess the issue, we may request photos or videos showing the defect.

Depending on the situation, we may offer:

• replacement parts
• repair guidance
• a replacement product where appropriate

Please note this warranty does not cover normal wear and tear, misuse, damage caused by pets, or damage caused by improper assembly or handling.

The method of resolution will be determined by Meow and Paw based on the nature of the issue and may not necessarily result in a full product replacement.

Damaged or Incorrect Items

Please inspect your order upon delivery.

If your item arrives damaged, defective, or incorrect, please submit a request through our Returns & Replacements Portal as soon as possible so we can resolve the issue.

We may request photos or videos of the product and packaging in order to properly assess the situation and provide the appropriate solution.

To be eligible for a damage or defect claim, you must submit your request within 7 days of delivery. Requests submitted after this window may still be assessed, but resolution options may be limited.

Replacements vs Refunds

For damage, defects, or missing parts, you can choose between a replacement part, a full product replacement, or a refund when you submit your request through the portal. We'll confirm which option we can offer once we've reviewed the photos and details you provide.

For "change of mind" cases, only refunds are available (not replacements), and the item must meet the unused condition requirements below.

30-Day Change of Mind Returns

We understand that purchasing furniture for your cat online can sometimes feel uncertain. To give you peace of mind, we offer a 30-day change of mind return window from the date your order is delivered.

To be eligible for a return:

• The item must be unused and in original condition
• The item must be returned with all original packaging and components
• You must submit your request via the portal within 30 days of receiving your order.

Once your return request is approved, we will provide instructions on how to return the item.

Please note that return shipping costs are the responsibility of the customer. Due to the size and weight of some items, shipping costs may vary depending on your location.

We recommend using a trackable shipping service, as Meow and Paw cannot be responsible for return shipments lost in transit.

Returns are subject to inspection upon arrival before refunds are issued.

Condition of Returned Items

To qualify for a change-of-mind return, items must be unused and in original condition.

For the purposes of this policy, unused means:

• The item has not been assembled or installed
• The item has not been used by a pet
• The item shows no signs of scratching, fur, odor, or wear
• The item can be safely repackaged in its original packaging

Due to hygiene and product integrity reasons, we cannot accept returns of items that have been assembled, installed, or used by a pet, including situations where a cat simply decides not to use the product.

If you are unsure about keeping the item, we recommend not assembling the product until you are certain, as assembled items may no longer be eligible for return.

Important Notes for Cat Towers

Many of our cat towers and furniture pieces are large and bulky items.

If you are unsure about keeping the item, please do not assemble the product and contact us first.

Once a product has been assembled or installed, it may not be eligible for return if:

• the item cannot be safely repackaged
• damage occurs during installation
• the original packaging has been discarded

This helps ensure returned items remain in a resellable condition.

Refund Processing

Once your returned item is received and inspected, we will notify you of the outcome.

We aim to complete inspections within 3 business days of receiving the return

If approved, your refund will be processed to your original payment method.

Please allow several business days for your bank or payment provider to process the refund.

Non-Returnable Items

The following items cannot be returned unless they arrive damaged or defective:

  • Sale or clearance items
  • Gift cards
  • Items marked as "final sale"
  • Items that have been assembled, installed, or used by a pet

Australian Consumer Law rights are not affected by this policy.

Contact Us

For general questions about returns, warranty, or your order (or if you're having trouble with the portal), please contact our support team.

For return and replacement requests, please use the Returns & Replacements Portal.

Email: support@meowandpaw.com

This policy sits alongside your rights under Australian Consumer Law. Nothing in this policy limits or excludes those rights, including your entitlement to a refund, replacement, or repair for major failures