Refund policy

Return & Refund Policy

At Kat se Snor, we want you and your feline friends to be entirely satisfied with your purchase. However, we understand that returns are sometimes necessary.

Please read our return policy carefully. This policy is fully compliant with the South African Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA).

1. The 7-Day "Cooling-Off" Period (Change of Mind)

In accordance with Section 44 of the ECTA, you have the right to cancel your purchase within 7 days of receiving your delivery, without providing a reason.

To qualify for a "change of mind" return and a full refund of the product purchase price:

  • The item must be logged for return within 7 days of the delivery date.

  • The item must be completely unused, undamaged, and in its original, unopened packaging.

  • For hygiene and safety reasons, we cannot accept returns on cat toys, mats, or drinking fountains that have been opened, assembled, or exposed to your pets, unless they are defective.

  • Please note: You (the customer) are responsible for the direct courier costs of returning the goods to us. Original shipping fees are non-refundable.

2. Defective or Faulty Goods (6-Month Warranty)

In accordance with the Consumer Protection Act (CPA), we warrant that our goods are of good quality and free of manufacturing defects. If a product is genuinely defective, you may return it within 6 months of delivery for a repair, replacement, or refund.

What constitutes a defect? A defect is a material imperfection in the manufacture of the product that makes it less acceptable or less useful than reasonably expected (e.g., a water fountain pump that does not turn on out of the box).

What is NOT a defect? (The "Pet Damage" Clause) Due to the nature of our products (pet toys and accessories designed to be hunted, bitten, and scratched), our 6-month warranty does not cover:

  • Damage caused by normal wear and tear from aggressive play, scratching, biting, or chewing.

  • Products that have been destroyed, torn, or dismantled by your pet. No pet toy is 100% indestructible.

  • Damage caused by negligence, user abuse, or incorrect usage (e.g., running the water fountain without water, which burns out the pump).

  • Alterations to the product.

If you claim a product is defective, we will arrange for its collection. Once we inspect the item, if it is found to be a genuine manufacturing defect, we will replace, repair, or refund you in full (including the return shipping costs). However, if the inspection reveals the item is broken due to user/pet abuse or normal wear and tear, you will be liable for the courier costs of collecting and returning the item to you.

3. The "My Cat Doesn't Like It" Clause

We all know cats are fiercely independent and can be very fussy. Unfortunately, we cannot offer refunds or exchanges simply because your cat refuses to play with a toy, sleep on a mat, or drink from a fountain, provided the item has already been opened or used. Once a product has been exposed to a pet's environment, it cannot be resold.

4. How to Log a Return

To initiate a return, please follow these steps:

  1. Send an email to katsesnor.store@gmail.com with the subject line: Return / [Your Order Number].

  2. Briefly explain the reason for the return.

  3. If you are claiming the item is defective or arrived damaged, you must include clear photographs or a short video showing the fault.

  4. Our team will review your request and provide you with a return shipping address and further instructions.

5. Refund Processing

  • Once your return is received and inspected at our facility, we will notify you of the approval or rejection of your refund.

  • If approved, the refund will be processed, and a credit will automatically be applied to your original method of payment (e.g., Credit Card, PayFast, EFT) within 5 to 10 business days.

  • If you are returning an item for a "change of mind" (within the 7-day period), please note that a restocking fee may apply if the packaging is damaged, and your original shipping cost will be deducted from the final refund amount.