Exchange and return policies

Return and Exchange Policy - Catlina Store

At Catlina, we strive to provide a smooth and reliable shopping experience. If you need to return or exchange a product, please follow the terms and conditions below:

1. Return and Exchange Conditions

• You can return or exchange your purchase within 3 days from the date of receiving the product.
• Shipping costs: The customer is responsible for all shipping costs associated with returns or exchanges, except in cases of errors on our part or when the product arrives damaged as explained in the following sections.

2. Product Condition

• The product must be in brand new condition, unused, unopened, and in its original packaging.
• Return or exchange will only be accepted if all accessories and original tags are included.

3. Wrong Product Shipment

• If the customer receives the wrong product, Catlina will cover the shipping costs.
• The customer has the option to either receive the correct product or request a refund.
• Important: The customer must contact Customer Service within one day from the date of receiving the incorrect product to resolve the issue promptly.

4. Damaged Products

• In the event that the product is damaged during shipping, the customer must document the condition immediately upon opening the package.
• Important: Any documentation provided after one day of receiving the product will not be accepted.
• If the damage is confirmed, Catlina will cover the shipping costs for the damaged product and either replace it or issue a refund based on the customer"s preference.

5. Non-returnable or Non-exchangeable Products

• Pet clothing and pet beds cannot be returned or exchanged after purchase to ensure hygiene and to prevent the spread of any infections between pets.
• Used pet products, such as toys and food, are not eligible for return or exchange.

6. How to Request a Return or Exchange

• Return or exchange requests should be made by contacting Customer Service through the following methods:
  • Email: [email protected]
  • Phone: +966562876761
• Please provide your order number and product details when contacting us.

7. Important Notes

• Return or exchange requests will be reviewed by our team, and if approved, you will receive the necessary shipping instructions.
• Processing time for returns or exchanges may take 5 to 7 business days after we receive the returned product.
• If the return or exchange request is declined due to non-compliance with our policy, no refund will be issued.

8. Changes to the Return and Exchange Policy

• Catlina reserves the right to modify or update the Return and Exchange Policy at any time. We recommend visiting this page periodically to stay updated on any changes.

9. Customer Rights

• You, as a customer, have the right to access your personal information stored with us and verify its accuracy.
• You can request to modify or update your personal data at any time.
• You also have the right to cancel or modify your order before it has been shipped, provided the order has not yet been processed.

10. Contact Us

If you have any questions regarding the Return and Exchange Policy, feel free to contact us at:

• Email: [email protected]
• Phone: +966562876761

We at Catlina are committed to your satisfaction and strive to ensure a safe and enjoyable shopping experience. Thank you for choosing us!