Refund policy

🐾 Returns & Refunds – The Cat Universe Way

We hope you and your feline adore everything you order from Cat Universe. Making cats (and their humans) happy is why we started this business.  But just in case something isn’t quite right, here’s how returns and refunds work.

🕐 Your Right to Cancel

We follow the UK Consumer Contracts Regulations 2013, which means you have the right to cancel your order within 14 calendar days of receiving it (starting from the day after delivery), for any reason.

🕐 14-Day Happy Cat Guarantee 

We care about your experience, so we will do our best to put something right if you are not happy.  Please reach out to us within 14 days of receiving your order.  

📦 How to return 

To start a return, simply email us with the issue at meow@catuniverse.co.uk
We'll then get back to you with the address to return the items to.  

Once your item lands back at the warehouse and passes inspection, we’ll process your refund back to your original payment method.

📦 Return Conditions

To be eligible for a return, your item must be:

• Unused and in the same condition you received it

• In its original packaging (including tags if applicable)

• Returned within 14 calendar days of notifying us

Unless your item is faulty, the cost of return shipping is your responsibility.
We recommend using a tracked delivery service to avoid any mail misadventures, as returned items remain your responsibility until they reach us.

🚫 Non-Returnable Items

Due to hygiene reasons, the following items cannot be returned:

• Perishable goods like food or treats

• Hygiene-sensitive items (e.g. opened litter trays, grooming tools)

• Personalised or custom-made items

• E-gift cards

• Sale or clearance items

Thanks for understanding.

💥 Damaged, Faulty or Incorrect Items

If something arrives broken, faulty, or not what you ordered, please let us know within 14 days of receiving it (starting from the day after delivery).
Send us an email at meow@catuniverse.co.uk with a photo if possible, and we’ll sort it out right away.

🔁 Exchanges

We don’t offer exchanges. Please place a new order for any item you’d like instead.

💳 Refunds

Once your return is received and inspected, we’ll let you know if your refund has been approved.
If approved, it will be processed back to your original payment method automatically. Refunds usually appear within 5–10 working days, depending on your bank or card provider.

If it’s been more than 15 business days since we confirmed your refund and you haven’t seen it, give us a nudge at meow@catuniverse.co.uk.

Thanks again for supporting our small business and shopping at Cat Universe.
Every order helps us keep building this cosmic community for cat lovers everywhere.