Returns & Refunds Policy

We sell products we're proud of. If something goes wrong, we'll sort it out; that's the short version. Read below for the specifics. 

Orders & Cancellations 

Once an order goes through, that's it; we can't cancel or change it. Our team starts processing fast, so there's no window to jump in after the fact. Double-check your size, color, and shipping address before you hit confirm. If you're unsure about anything, email us before ordering. 

Change of Mind Returns 

We don't do change-of-mind returns. Before you buy, go through the product photos, dimensions, and description properly. If something's unclear or you're not sure a product's right for your space or your cat, just email us at  hello@perchcats.com we'd rather help you pick the right thing than deal with a return later. 

Defective, Damaged, or Incorrect Items 

Check your order when it arrives. If something's off, contact us straight away; don't wait. Here's what counts: 

It showed up broken or defective. 

Wrong product was sent 

It's noticeably different from what was described. 

Minor faults, cosmetic stuff that doesn't actually affect how the product works, we'll handle with a repair, replacement, or exchange. Our call is on which. 

Major issues the product is unsafe, unusable, or genuinely not what was described you get to choose: a full refund to your original payment method or a replacement sent out. No runaround. 

To get this moving, email hello@perchcats.com  with: 

Your order number 

A quick description of the problem 

Photos of the damage or fault 

We'll get back to you within 1–2 business days. If a return is needed, we'll tell you exactly where to send it and cover the return shipping ourselves. 

Warranty 

Everything sold through Perchcats is covered by the consumer guarantees that apply in your country. If a product stops holding up the way it should within a reasonable time (quality, durability, fitness for purpose Contact Us. We'll make it right, even if the timeframes in this policy have passed. 

Refunds 

Once we get the item back and check it over, we'll let you know the outcome. Approved refunds go back to your original payment method within 10 business days. Banks sometimes take a bit longer on their end that's out of our hands. 

Still no refund after 15 business days? Email us at  hello@perchcats.com and we'll track it down. 

What Can't Be Returned 

These can't be returned or exchanged unless they're faulty: 

Gift cards 

Sale and clearance items 

Anything that's been assembled, used, or is no longer in its original packaging 

Shipping 

Free standard shipping on all orders over $100. Orders are dispatched within 3 business days, with delivery typically taking 10–14 business days due to the size of our products. Cat trees and larger Perchcats items are bulky; delivery times vary by location and carrier, so the timeframe at checkout is an estimate, not a guarantee.

If your tracking goes quiet, just reach out. We'll chase it down. 