Return and Refund Policy

Customer Care Pledge

We believe in putting a personal touch into everything that we do and want your shopping experience to be a satisfying one.  We are fully committed to doing whatever it takes to ensure that you are happy with every aspect of your order.

 

Returns Policy

We believe in our products and confident that you will love them as much as we do. However, if, for any reason, you are not completely satisfied with your purchase, simply return the unused portion to us within 10 days of your initial purchase, and we will be happy to refund the purchase amount, or conduct and exchange.  Please note the following minor exceptions to our normal returns policy:

Gift Set returns can be processed as an exchange but are not eligible for refunds.  Gift Sets may only be exchanged (not refunded) if they are unopened and in pristine condition.

We are unable to process a credit card refunds that occur more than 120 days from the date of purchase.

 

Steps

To help us expedite your return request, please follow the simple steps listed below:

1) Fill in refund form Or you can send us an email at sales.catsruspetshop@gmail.com to let us know that you plan to return the product.

2) Be sure to include your Order Number and to tell us if you prefer to have your return processed for refund or as an exchange for same type of product.  Please note:  we are sorry, but we are not able to exchange one product for another type of product.

3) We will reply to your email to confirm that we have received your request and to answer any questions that you may have.

4) Ship the items back to us, including your Order Number & Name of the items you wish to return.  We cannot process a credit until the product is shipped back to us.  Pack the items carefully to avoid damage in transit. After checking to be sure that your container is tightly sealed to prevent spillage or damage during transit.

5) Please address your return package to:

Cats R Us

50, Jalan Padi Emas 2,

Bandar Baru Uda,

81200 Johor Bahru, Johor

 

6) For your protection and to ensure prompt delivery, we recommend that you send your return via an insured method which can be tracked in the case of loss.

7)Once have been send please email to us the tracking code and type of courier been used.

 

We regret that return shipping fees are not refundable. In the case of damaged items, please contact us immediately for assistance. Please see the Damaged Items information bellow.

Your return or exchange request will be processed promptly.

Most refunds are processed within 3-5 business days of receipt.

Most exchanges are processed within 7-10 business days of receipt and are shipped via Parcel Post. Transit time for exchange packages is usually 5-7 business days from the time the exchange is shipped. Business days are from Monday to Friday, excluding public holidays within the Malaysia. An email will be sent to confirm the receipt and processing of your return or exchange request.

 

Please note: Only products purchased through our online store, https://www.catcrus.com/, may be returned for refund or exchange.  If you wish to return an item purchased through a retailer, you should attempt to return it at the point of purchase. Most of our retailers have generous return polices and should be able to offer you either a full refund or an exchange.

 

Damaged Items

When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please notify us immediately at sales.catsruspetshop@gmail.com. Please provide the order number along with your email address and phone number for fastest service. To assure prompt resolution, please retain the shipping box, packing materials and the damaged items for inspection by the carrier.