Refund policy
Returns & Refund Policy
We want your cat to actually like what you bought. If that does not happen, here is exactly how to get your money back.
1. 30-day money-back guarantee
You may request a return for any reason within 30 days of delivery. To be eligible, the item must be in the condition you received it, with all parts included, and ideally in its original packaging. Items that have been destroyed, heavily soiled or damaged through use beyond what is needed to try them out may be refused or refunded at a reduced amount.
2. How to start a return
Do not ship anything back before contacting us — returns sent without prior approval cannot be processed or refunded.
- Email NorthlineCommerceLimited@outlook.com with your order number and a short note about the problem. Photographs help but are not required.
- We reply within 24–48 hours on business days with either an immediate resolution or a return authorisation.
- If a return is authorised, that email will contain the return address to use and any instructions specific to your item. The return address is issued with the authorisation because it depends on which warehouse your order shipped from.
- Ship the item back and send us the tracking number.
3. Return shipping costs
Return shipping is paid by the customer, except where the item arrived damaged, faulty or was not what you ordered — in those cases we cover the return entirely, or send a replacement without asking for the original back. Original shipping was free, so nothing is deducted from your refund for it.
4. Refunds
Once your return arrives and has been inspected, we process the refund within 5–7 business days. Refunds are issued to the original payment method. Depending on your bank or card issuer it can take a further 3–10 business days for the money to appear on your statement.
5. Damaged, faulty or wrong items
If your order arrives damaged, defective or incorrect, contact us within 14 days of delivery with photographs. We will send a free replacement or refund you in full, whichever you prefer, and we will not ask you to pay for return shipping.
6. Cancellations
You can cancel an order free of charge at any point before it is dispatched — email us as soon as possible and we will stop it if we still can. Once an order has shipped, please use the return process above.
7. Items we cannot accept back
For hygiene reasons we cannot accept returns of opened consumable products such as supplements and treats, unless they arrived damaged or faulty. Gift cards are non-refundable.
8. Contact
All returns and refunds run through NorthlineCommerceLimited@outlook.com Every request gets a human reply within 24 hours on business days.
Company Name: Northline Commerce Limited
Registration: 81249013
Address: FLAT 2304, 23/F, HO KING, COMM CENTRE, 2-16 FA YUEN STREET, MONG KOK HONG KONG