Refund policy

At Urban Cat, we stand by the quality of our products and want you to shop with confidence. Please read our returns and refunds policy carefully before making a purchase.

15-Day Returns for Faulty or Damaged Items Only

We offer a 15-day return window from the date you receive your order only if:

The item arrives damaged, or
The item is faulty or not working as intended

We do not accept returns for change of mind, incorrect selection, or personal preference.

Eligibility for a Return

To be eligible for a return:

You must contact us within 15 days of receiving your order
The item must be:
- Unused (unless the fault is discovered during first use)
- In its original packaging
Proof of purchase (order number or receipt) is required
You may be asked to provide photos or videos showing the damage or fault

How to Request a Return

Please email us at:

📧 orders@urbancat.co.nz

Include:

Your order number
A brief explanation of the issue
Clear photos or video of the problem

Our team will review your request and respond within 1–3 business days with the next steps.

Refunds

Once your return is approved and the item has been assessed:

You will receive a refund to your original payment method, or
A replacement item (if preferred and stock is available)

Refunds are typically processed within 5–10 business days after approval.

Return Shipping

If your return is approved due to a faulty or damaged product, Urban Cat will cover the return shipping cost.
If the return does not meet our eligibility criteria, return shipping will not be covered and the item will be sent back to you.

Non-Returnable Items

We do not accept returns for:

Change of mind
Incorrect size or personal preference
Items damaged due to misuse
Normal wear and tear
Clearance or final sale items (if marked as such)

Exchanges

We only offer exchanges for items that are damaged or faulty and approved under this policy.

Need Help?

If you have any questions about returns or refunds, please contact us at: