Returns & Refunds

You have 14 days from the day you receive your order to tell us you want to return it, and another 14 days after that to send it back. You do not need to give a reason. Once your return arrives with us and has been checked, we refund you within 14 days.


HOW TO RETURN AN ORDER

1. Tell us
Email info@catqwea.com within 14 days of receiving your order. Include your order number and say which items you want to return. A short message is enough. You do not need to explain why.

2. Wait for our reply
We confirm your return by email and send you the return address and instructions. Please do not send anything back before you have this, since parcels sent to the wrong address can go missing.

3. Pack the items
Pack the products carefully, in their original packaging where possible, so they arrive back with us in the same condition they left. Include a note with your order number inside the parcel.

4. Send it within 14 days
Send the parcel within 14 days of telling us you want to return. We recommend a tracked service and advise you to keep your proof of postage until your refund has been processed.

5. Get your refund
Once your return has arrived and been checked, we process your refund within 14 days.


CONDITION OF RETURNED ITEMS

You may unpack, inspect and handle the products as you would in a shop. If you handle them more than is needed to establish what they are and how they work, and this reduces their value, we may deduct that reduction from your refund.

Items should be returned complete, with all parts, accessories and manuals included, and in their original packaging where reasonably possible.

Products that come as a set or a multipack must be returned complete. Individual items from a set cannot be refunded separately.


WHAT CANNOT BE RETURNED

Some products are excluded from the right of withdrawal by law:

Sealed items that are not suitable for return for reasons of health protection or hygiene, once the seal has been broken.
Products made to your specification or clearly personalised.
Products that are liable to deteriorate or expire quickly.

Where an exclusion applies to a product, we state this on the product page.


RETURN COSTS

The cost of sending an item back to us is yours, unless the item is faulty, damaged or not what you ordered. In those cases we cover the return cost.

If you chose insured express shipping when ordering, we refund the cost of our standard delivery option rather than the express fee, since the express service was already provided.


YOUR REFUND

We refund the amount you paid for the returned products, plus the standard delivery cost of your original order if you return the whole order.

If you return only part of your order, we refund the products themselves and not the original delivery cost.

Refunds are made to the original payment method. Once we have processed a refund it may take a further few business days for your bank or payment provider to show the money in your account. We email you once the refund has been sent.

We may wait until we have received the returned goods, or until you have shown proof that you have sent them, whichever comes first.


FAULTY, DAMAGED OR INCORRECT ITEMS

If an item arrives faulty or damaged, or is not the item you ordered, email info@catqwea.com within 7 days of delivery. Include your order number, a short description of the problem and clear photos.

We will reply with a solution, which depending on the situation may be a replacement, a repair or a full refund including the delivery cost. Return shipping in these cases is at our expense.

Separate from this policy, Dutch law gives you a legal guarantee: the products we sell must be what you can reasonably expect from them, based on the description and the price. If a fault appears later in normal use, contact us and we will look at it. Your statutory rights are never limited by anything on this page.


EXCHANGES

We do not offer direct exchanges. If you would like a different product, return the item you have for a refund and place a new order for the one you want. This is usually faster than waiting for an exchange to be processed.


QUESTIONS

Email: info@catqwea.com
Phone: +31685651064

We aim to reply within one working day, and we would always rather sort a problem out than have you stuck with something you cannot use.