Refunds & Returns Policy

Warranty, Refund & Returns Policy

Last Updated: 3 August 2026

At Cat Studio, we want you to shop with confidence. This Warranty, Refund & Returns Policy explains your rights and our procedures regarding faulty, damaged, missing, or unwanted items.

Nothing in this policy excludes, restricts, or modifies your rights under the Australian Consumer Law (ACL). Our goods come with guarantees that cannot be excluded under the ACL.

Product Warranty

Unless otherwise stated on the individual product page, all products purchased from Cat Studio are covered by a 12-month warranty against manufacturing defects.

This warranty does not apply to:

  • Products where a different warranty period is stated on the product page.

  • Accessories, bonus gifts or complimentary items.

  • Normal wear and tear.

  • Damage caused by incorrect assembly or installation.

  • Damage resulting from misuse, abuse, accidents or neglect.

  • Damage caused by improper maintenance or cleaning.

  • Cosmetic damage to external packaging only.

Each warranty claim is assessed individually. Depending on the circumstances, we may choose to:

  • Send replacement parts (where available).

  • Provide troubleshooting or self-repair instructions.

  • Replace the product.

  • Supply an equivalent product.

  • Offer a partial or full refund.

  • Issue a store credit.

Damaged, Faulty or Missing Items

If your order arrives damaged, faulty or with missing parts, please contact us as soon as possible.

To help us process your claim quickly, please include:

  • Your order number.

  • A description of the issue.

  • The quantity of affected items or missing parts.

  • Clear photographs or videos showing:

    • the damage or fault;

    • any missing parts;

    • the product and packaging (where applicable); and

    • any relevant labels or instruction manuals if helpful.

Images should be clear and of sufficient quality for assessment.

Please do not dispose of the product before your claim has been resolved, as we may require additional photographs or inspection. Claims may be declined if the item has been discarded before assessment.

Please do not return products unless instructed to do so. If a return is required, we will provide return instructions.

Warranty Assessment

After reviewing your claim, we will determine the most appropriate resolution.

Where replacement parts are available, they will be dispatched as soon as practical.

If replacement parts are unavailable within a reasonable time, we will provide another suitable remedy in accordance with Australian Consumer Law.

Refunds and Replacements

Where a refund is approved:

  • Refunds will be issued using the original payment method.

  • Refunds cannot be processed to an alternative payment method.

If a replacement is approved:

  • We will arrange shipment to the delivery address provided with your order.

  • If an incorrect delivery address was supplied and the parcel is returned, additional shipping charges may apply before the replacement can be resent.

Change of Mind Returns

We understand that sometimes you may change your mind.

We may accept change of mind returns provided that:

  • You contact us within 14 days of receiving your order.

  • The item is unused.

  • The item is in its original packaging.

  • The product is in resalable condition.

Unfortunately, we cannot accept change of mind returns for:

  • Opened hygiene or personal care products.

  • Custom-made or personalised products.

  • Clearance or final sale items (unless faulty).

  • Products that have been used, damaged or altered after delivery.

Please contact us before returning any item. Returns sent without prior approval may not be accepted.

Customers are responsible for return shipping costs unless the product is faulty or incorrect.

If a change of mind return is approved, your refund may be reduced by:

  • Return shipping costs (where applicable); and

  • A restocking fee of up to 10% where permitted.

Refunds are processed once the returned goods have been received and inspected.

Incorrect Orders

If you receive the wrong item, please contact us within 7 days of delivery.

We will arrange the correct product or provide a full refund at no additional cost.

Delivery Issues

If your parcel appears delayed or has not arrived, please contact us as soon as possible.

We will investigate with the shipping carrier and keep you updated throughout the process.

Please note that delivery timeframes may occasionally be affected by factors outside our control, including severe weather events and transport disruptions.

Product Recalls

If a product sold by Cat Studio becomes subject to a safety recall, we will contact affected customers and provide instructions on the appropriate next steps.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to:

  • A replacement or refund for a major failure.

  • Compensation for any other reasonably foreseeable loss or damage.

  • Have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Contact Us

If you need assistance with a warranty claim, return or refund request, please contact us before returning any items.

Cat Studio

Website: www.catstudio.com.au

Email: [Insert your customer support email]

Please include your order number and a description of the issue so we can assist you as quickly as possible.

Questions? Reach out:
Phone: +61 1300 000000
Email: info@catstudio.com.au
Address: 123 Street Name, Location Address.