Return & Exchange
What is our refund policy?
You are entitled to a refund, replacement or credit from JoyCat Boutique when an item purchased fails to meet one of the consumer guarantees as per the New Zealand Consumer Law, i.e. the product:
- Is faulty or of unacceptable quality
- Does not match the description or sample
- Is unfit for the intended purpose (i.e. does not do what it is meant to do)
- Is not delivered in a reasonable time frame
To be eligible for a return, you must contact us within 7 days after receiving your item. Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Where a failure does not amount to a major failure, JoyCat Boutique is entitled to choose between providing you with a repair, replacement or other suitable remedy. Any cost incurred by you in returning the product to JoyCat Boutique will be borne by you.
To start a return, you can contact us at [email protected]. Items sent back to us without first requesting a return will not be accepted.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at [email protected].
The product I received is faulty or defective
There are no refunds on delivery charges unless the item is a fault of JoyCat Boutique and you are eligible for a refund. If your product is faulty or damaged in transit, we will replace the item and ship it at no additional cost to you.
In the instance that you receive a faulty item; your item has been damaged in transit; or the goods you have received are incorrect, you will need to send us photographic proof of the fault/damage/incorrect goods, so that we can evaluate the issue and make it right.
Exchange
If you have purchased something and wish to return it due to change of mind or if you have selected the wrong size, flavour or colour for example, then the shipping and associated costs remain with yourself.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food), cat litter, pet toy, custom products (such as special orders or personalized items), and pet grooming goods (such as shampoo, spray). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.