Refund policy

Returns, refunds and our 12-month guarantee

Last updated: 10 October 2026

In short

  • 30 days to return an unused scratcher for any reason (return postage at your cost).
  • 12-month guarantee against the scratcher falling apart under normal use.
  • Damaged or faulty on arrival: we replace it or refund you in full, at our cost.
  • Pre-orders: cancel at any time before dispatch for a full refund.
  • Nothing here limits your statutory rights.

1. Changed your mind? You have 30 days

You can return a scratcher within 30 days of the day it was delivered, for any reason, as long as it is unused, undamaged and in its original packaging. Cardboard shows claw marks straight away, so please decide before your cat starts using it.

How to return:

  1. Email meow@catjoy.uk with your order number and tell us you would like to return the item. We reply within one working day with the return address and instructions.
  2. Pack the scratcher in its original box and send it back within 14 days of contacting us. Our scratchers are large parcels, so please use a tracked courier service and keep the proof of postage. Return postage is paid by you; if you prefer, we can book a courier collection for you and deduct the cost (typically £9.95) from your refund.
  3. We inspect the scratcher when it arrives and refund you to your original payment method within 5 working days. We refund the price of the item; the original delivery charge is refunded only if you cancel within the 14-day statutory period described in section 5.

If a returned scratcher has been used or damaged, we may reduce the refund to reflect the loss in value, or send it back to you.

2. Our 12-month guarantee

Every CAT JOY scratcher is guaranteed for 12 months from the day of delivery against structural failure under normal domestic use: the cardboard layers coming apart, the wooden facade detaching, or the body breaking or collapsing under the weight of the number of cats the model is made for.

The guarantee is a promise that the scratcher will hold together, not that it will stay looking new. It does not cover:

  • normal wear of the scratching surface — corrugated cardboard is designed to be scratched and will show marks, loose fibres and shallow grooves with use;
  • damage caused by chewing, biting or by dogs;
  • water, damp, spilled liquids or use outdoors;
  • misuse, accidents, cutting, painting or altering the scratcher;
  • use by more or heavier cats than the model is intended for (see the size guide on each product page);
  • cosmetic marks and scratches.

To make a claim, email meow@catjoy.uk within the 12 months with your order number, a short description and two or three photos of the problem. If the fault is covered, we will send a replacement free of charge; where a replacement is not possible we will repair the scratcher or refund you. We may ask you to return the faulty item, at our cost.

3. Damaged, faulty or not as described on arrival

Please check your parcel when it arrives. If the scratcher is damaged, faulty or not what you ordered, email meow@catjoy.uk within 48 hours with your order number and photos of the item and the packaging. We will send a replacement or refund you in full, including any delivery charge, and we cover the cost of returning the item.

Under the Consumer Rights Act 2015 you have the right to reject faulty goods for a full refund within 30 days of delivery, and after that to a repair or replacement, or a refund if that is not possible.

4. Items we cannot take back

We cannot refund a scratcher that has been used, scratched or chewed, or one returned without its original packaging, unless it is faulty. Products bought at a discount for wholesale or trade purposes are covered by the terms agreed with the buyer.

5. Your statutory right to cancel

Under the Consumer Contracts Regulations 2013 you may cancel an online order for any reason within 14 days of the day you receive it, by telling us clearly (an email to meow@catjoy.uk is enough). You then have 14 days to send the goods back, at your own cost, and we refund you — including the standard delivery charge — within 14 days of receiving the goods or proof that you have sent them. Our 30-day returns policy and 12-month guarantee give you more than this legal minimum. Nothing in this policy affects your statutory rights.

6. Pre-orders and cancelling before dispatch

Colours marked “Pre-order” on our website are made in our next production batch and currently delivered 15–30 December 2026, with free tracked delivery to your door. You pay in full at checkout, and we e-mail you the moment your order is dispatched.

  • You can cancel a pre-order — or any order that has not yet been dispatched — at any time before dispatch, for a full refund including delivery. Cancel it yourself in your account on our website, or email meow@catjoy.uk with your order number.
  • If the batch is delayed, we e-mail you a new dispatch date straight away. You can then keep your order or cancel it for a full refund.
  • Refunds for cancelled orders go back to your original payment method, usually within 5 working days.
  • Once your pre-order has been delivered, the 30-day returns policy and your statutory 14-day right to cancel apply as for any other order.

7. How to reach us

Email meow@catjoy.uk or WhatsApp +44 7537 133317, Monday to Saturday. Please include your order number.