Exchange and Return Policy

Return or exchange of purchases and products

Thank you for choosing Cat City to buy your pet or favorite pet products. We are happy to serve you.

Sometimes you may change your mind about the products you have purchased. Below you will find the terms and conditions for returns and exchanges.

Time period policy and conditions for returning or exchanging purchases and products

1. If you wish to exchange or return products, you must contact us first.

2. The customer has the right to return the product, other than food products, within 7 days from the date of receipt, provided that the product is intact and has not undergone any changes. The cost of the product will be returned to the customer within 21 working days.

3. The customer has the right to exchange the product for another non-food product before the shipment is dispatched. After the shipment is dispatched, the customer has the right to exchange it within 7 business days, and must bear the difference in product cost, if any, and the shipping company's fees.

4. If the customer requests a refund for the product, the customer shall bear any bank fees incurred in the process of returning the amount to his bank account.

5. If the product is defective or does not conform to the specifications specified at the time of purchase, the customer has the right to exchange or return the product within 3 days. In this case, the customer must provide proof of shipping costs, including the shipment number, shipping, and cost. The customer is then entitled to a full refund.

6. Products included in discounts and offers cannot be exchanged or returned, except in the case of a defect in the product. See: Article 5 of the Return and Exchange Policies.

7. Products cannot be returned or exchanged in the following cases:

- Returns are not accepted after 7 days from the date of receipt, and exchanges are not accepted after 7 days.

-When the product changes from its original condition for any reason.

-When used beyond the intended purpose.

- Products that are manufactured to the customer's order according to specifications specified by him.

8. If the value of the products returned by the customer is less than the shipping value, the customer will be compensated for the value of the products, with the right to keep the incorrect products after they are shipped to him.

Time period policy and return conditions for sold animals:

1. The customer has the right to recover the value of the sold animal if the return process occurs on the same day of sale, after proving the following:

• The animal must be healthy and free from any diseases that may have occurred after the sale, and this must be proven by an official report from a veterinary clinic.

2. The customer bears the shipping company fees if he wishes to return the animal.

3. The customer shall bear the bank fees, if any, to return the amount to his bank account.

• The value of the animal will not be refunded if the customer makes a mistake in determining its location (city of residence, area). The customer will bear the additional costs of transporting the animal if he wishes to change the city of residence.
• If the customer wishes to return the animal before receiving it, after handing the animal over to the representative, the customer shall bear the full cost of shipping the animal and any other fees that may be incurred by the store due to cancellation (Tabby or Tamara fees).
• In the event that the customer does not receive the animal (bird, cat, or any other animal) after setting an appointment with him and the representative arriving at the delivery location, the animal will be returned to the store without any responsibility, and the customer will bear the additional delivery cost if he wishes to have the store send the animal back to him.

• The store has the right to reject the return request after evaluating the order and finding that there is no convincing reason from the customer to warrant the return, after the store has taken the time and effort to deliver the animal.