Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@cateby.com. Please note that returns will need to be sent to the following address: Room 210 (The Merit), A4, 1/F, Merit Industrial Center, 94 Tokwawan Road, To Kwa Wan, Kowloon, Hong Kong.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. There is no return cost and we do not charge a restocking fee. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at support@cateby.com.

Damages, Issues, and Sizing
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item or incorrect size, so that we can evaluate the issue and make it right.

 

Exceptions / Non-returnable items
Certain types of items cannot be returned due to hygiene and safety reasons. These include:

Pet Food & Treats: Any perishable pet food, opened treats, or supplements.

Hygiene & Grooming Products: Used pet shampoo, brushes, nail clippers, or opened pet diapers/litter.

Custom Products: Personalized pet tags, custom-engraved collars, or special orders.

Please note: To be eligible for a return, items (such as pet apparel, beds, or harnesses) must be completely free of pet hair, odor, scratches, or any signs of usage.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@cateby.com.