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CozyCatCaves.com Returns & Refunds Policy

At CozyCatCaves.com, we take pride in crafting high-quality, natural homes for your feline friends. We want you and your cat to be completely happy with your purchase. Please read our policy below to understand your rights and our procedures.

1. Your Rights Under the Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

What does this mean for you?

  • Major Problem (e.g., the cave is structurally unsafe, has a major split in the felt, etc.): You can choose a full refund or a replacement.

  • Minor Problem (e.g., a small, easily fixable flaw): We will offer to repair the product within a reasonable time. If it cannot be repaired, or if it is not repaired within a reasonable time, you can choose a replacement or a refund.

We will honour this under the covered 1 year period. We will always honour your rights under the ACL.

2. Our 14-Day Satisfaction Guarantee (Change of Mind)

We understand that sometimes a product might not be the perfect fit for your home or your cat's personality. To make shopping with us risk-free, we offer a voluntary 90-day money-back guarantee for change-of-mind returns.

  • Timeframe: You have 90 days from the date you receive your item to initiate a return.

  • Condition: The item must be returned in its original, unused, and resalable condition. This means it must be free of cat hair, scratches, odours, or any other signs of use. All original packaging must be included.

  • Process: Please contact us to receive a Returns Authorisation (RA) number. Returns sent without an RA number cannot be processed.

  • Cost:

    • The customer is responsible for the cost of return shipping.

    • A restocking fee of [20%] of the product's full undiscounted price will be applied to cover the cost of inspection and repackaging.

    • The original shipping cost is non-refundable for change of mind returns.

  • Refund: Once we receive and inspect the returned item, we will issue a refund to your original payment method, minus the restocking fee. Please allow 5-7 business days for the refund to process.

3. How to Start a Return

To initiate any return (under the ACL or our 90-day guarantee), please follow these steps:

  1. Contact Us: Email us at cozycatcaves1+support@gmail.com


     within the relevant timeframe. Include your:

    • Order Number

    • Product Name

    • Reason for the return (and photos if there is a fault)

  2. Get Authorisation: We will respond with instructions and a Returns Authorisation (RA) number.

  3. Pack and Ship: Securely pack the product in its original packaging, include the RA number inside the package, and ship it to the address we provide. We highly recommend using a tracked and insured shipping service, as we cannot be responsible for lost return packages.

4. Exceptions and Important Notes

  • Final Sale Items: Customised or personalised cat caves (e.g., with your cat's name burned into it) are final sale and cannot be returned unless faulty.

  • Hygiene: For the health and safety of all our customers' pets, we cannot accept returns on used products for change of mind reasons. Returns that arrive in unsanitary conditions will be refused and returned to the sender at their expense.

  • Faulty Items or Our Error: If you receive a faulty item or the wrong product, please contact us immediately. We will cover the cost of return shipping and send a replacement or provide a full refund at no cost to you.

Contact Us

If you have any questions about this policy or your order, please don't hesitate to contact our friendly team at cozycatcaves1+support@gmail.com