Refund policy

Return & Refund Policy

Last updated: May 2026

At PERCH, we stand behind the quality of our cat trees and accessories. Please read this policy carefully before placing your order.

Orders & Cancellations

All orders are final once placed. We are unable to accept cancellations or modifications after an order has been submitted, as our team begins processing orders promptly. Please double-check your order details — including size, colour, and shipping address — before completing your purchase.

Change of Mind Returns

We do not offer refunds or returns for change of mind. Please review all product descriptions, dimensions, and images carefully before purchasing. If you have any questions about whether a product is right for you, contact us at info@perchcats.com before placing your order — we're happy to help you choose.

Defective, Damaged, or Incorrect Items

We want you to be completely satisfied with your purchase. Please inspect your order upon delivery and contact us as soon as possible if:

The item arrived damaged or defective
You received the wrong product
The item is significantly different from its description

For minor faults (such as cosmetic imperfections that don't affect the use of the product), we will offer a repair, replacement, or exchange at our discretion.

For major issues — where the product is substantially unfit for its intended purpose, significantly different from its description, or unsafe — you are entitled to choose between a full refund to your original payment method or a replacement product. A major issue includes situations where the fault would have stopped you from purchasing the item had you known about it beforehand.

To report a defective, damaged, or incorrect item, please contact us at info@perchcats.com with:

Your order number
A description of the issue
Photos showing the damage or defect

We will respond within 1–2 business days and work with you to resolve the issue promptly. If a return is required, we will provide instructions on how and where to send the item. We will cover return shipping costs for confirmed defective, damaged, or incorrect items.

Warranty

Our products are built to last and are covered by the guarantees that apply under the consumer laws of your country. If a product fails to meet a reasonable standard of quality, durability, or fitness for purpose within a reasonable timeframe, please contact us and we will make it right — even outside the timeframes listed elsewhere in this policy.

Refunds

Once we receive and inspect a returned item, we will notify you of the outcome. If a refund is approved, it will be processed to your original payment method within 10 business days. Please allow additional time for your bank or payment provider to post the refund to your account.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@perchcats.com.

Non-Returnable Items

The following items cannot be returned or exchanged unless they are faulty:

Gift cards
Sale or clearance items
Items that have been assembled, used, or are not in their original packaging

Shipping

We offer free standard shipping on all orders over $100. We aim to dispatch all orders within 3 business days. Please note that some of our products — particularly larger cat trees — are bulky items, and delivery timeframes may vary depending on your location and the carrier.

If your tracking information hasn't updated or you're unsure about the status of your delivery, don't worry — simply reach out to our team and we'll look into it for you.