RETURNS & EXCHANGES POLICY
Our Change of Mind Policy
At The Cats Shop, we want you to love your purchase. However, we understand there may be times when you wish to return an item.
If you change your mind about your full price purchase, please visit the store (or post back to the store at the purchasers cost) to receive a refund or exchange within 30 days of the date of purchase or delivery. Items must be unworn, in original saleable condition, with all tags, labels and original packaging attached and accompanied by proof of purchase (your original in-store receipt, e-receipt or online tax invoice).
Refunds will be issued using your original payment method.
- In-store: 30 days from date of purchase
- Online (Australia): 30 days from date of delivery
- Online (International): 45 days from order placement
- Any discounts received at the time of purchase will be carried over
Exceptions to our Change of Mind Policy
Our change of mind policy does not apply to the following merchandise:
- Personalisation - Personalised items cannot be returned for a refund or exchange for change of mind. Personalised products include – heat press names or number/s applied to merchandise. It is the customer’s responsibility to ensure all details submitted with an order are correct, including correct spelling, font type, choice of numbers and colours. The Cats Shop will not be held responsible of a replacement if the customer provides incorrect information
- Earrings, hair pieces, hosiery and underwear, face masks - Due to hygiene reasons, earrings, hair pieces, hosiery, underwear and face masks are unable to be returned for change of mind
- The Cats Shop “Auctions”
- The Cats Membership Packages
Sale items
Please choose carefully as sale items cannot be returned if you change your mind.
Sale items can be exchanged for an instore gift card or for another item.
Sale items can only be refunded if the product is faulty. If you change your mind, sale items can be returned for an exchange or instore gift card, providing the items are in the same condition as purchased in and within the 30 days of purchase.
Consumer Guarantees
Our Change of Mind Policy does not affect your rights under the Australian Consumer Law and you have consumer guarantees that cannot be limited by us. If your product is not of acceptable quality, is not fit for its purpose, or is different from its description or sample, then you may be eligible for a refund or exchange. If you have purchased a product with a major fault, you have the right to ask for your choice of a replacement or refund. If you purchased a product with a minor fault, we can choose to give you a free repair instead of a replacement or refund. Merchandise returned under consumer guarantees can be returned within a reasonable time frame subject to proof of purchase. Further information is available at https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund.
HOW TO RETURN OR EXCHANGE A PURCHASE
Our customer service team are unable to review items via email or phone. All items must be physically returned either by mail or in person in-store to be processed, in accordance with the process detailed below.
At the Cats Shop
Within the time frames outlined above, provide your online receipt (this was emailed to you when you placed your online order) and the credit card used for your purchase, to the Cats Shop where our store staff will be happy to assist you. Returns and exchanges are of course free in store. The Cats Shop, located at the Brownlow Stand, GMHBA Stadium, Kardinia Park, Geelong, Victoria. For store opening days and times, phone: 03 5225 2339 (Mon-Fri 10am-4pm) or check online for details.
If your purchase was made in store, you will need to bring your receipt with you.
Post to the Cats Shop
Customers are responsible for all return postage costs for change of mind returns and exchanges received in an online order.
To return your order via post, simply complete the returns form enclosed with your order or for returns within Australia and send it back to the Return Address along with the item(s) you wish to return.
When returning or exchanging a faulty or damaged item, the Cats Shop will arrange return postage on your behalf or refund postage costs upon presentation of receipt/s. This is subject to inspection by the Cats Shop. Should you need further assistance regarding this process, please contact the Cats Shop directly.
Please ensure your return parcel is securely packaged and both sender’s address and Cats Shop Return Address are clearly displayed on the outside of the parcel. To avoid delivery problems, we encourage sending your return back by registered post.
Please allow 10 business days from the day your parcel is delivered for your return to be processed and your account to be credited. Slight delays to return processing may be experienced during busy sale and promotional periods, due to higher volumes.
If exchanging via post, please return your unwanted item as above, you will be required to place a new order via our online store for the replacement product.
The Cats Shop
Attention: Returns & Exchanges
PO BOX 461
Geelong VIC 3220