Refund policy

RETURN & REFUND POLICY

The Cats Mao — Last updated: June 2025

At The Cats Mao, we want you and your feline companion to be completely happy with every purchase. This policy is governed by the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA), which together protect your rights as a South African consumer.

1. Your Statutory Right to Cancel (ECTA Section 44 — 7-Day Cooling-Off Period)

In accordance with Section 44 of the Electronic Communications and Transactions Act, you have the right to cancel any electronic transaction within 7 (seven) days of receiving your goods, without reason and without penalty.

To exercise this right:

  • You must notify us in writing within 7 days of delivery at thecatsmao.info@gmail.com
  • Goods must be returned unused, in their original packaging and in resalable condition
  • Return shipping costs are for your account unless the item is defective, damaged, or incorrect (see section 2 below)
  • We will refund all payments made, minus the direct cost of returning the goods, within 30 days of receiving the returned item

Please note: Products that have been used by or on pets cannot be returned under the cooling-off right for hygiene and safety reasons, unless the goods are defective or damaged upon arrival, in which case your rights under Section 2 below apply in full.

2. Damaged, Defective, or Incorrect Items (CPA Section 56)

In accordance with Section 56 of the Consumer Protection Act, you have the right to return goods that are defective, unsafe, or not reasonably suitable for their intended purpose, within 6 (six) months of delivery, without penalty and at our cost.

If your order arrives damaged, defective, or you receive the incorrect item, please contact us within 48 hours of delivery at thecatsmao.info@gmail.com with:

  • Your order number
  • A clear description of the issue
  • Clear photographs of the item and its packaging

Once your claim is assessed and approved, The Cats Mao will arrange and cover the full cost of return shipping and will offer you your choice of:

  • A replacement or exchange of the item
  • A repair (where applicable)
  • A full refund to your original payment method

In accordance with the CPA, you are entitled to choose your preferred remedy. We cannot compel you to accept a credit note or voucher if you prefer a cash refund.

3. Change of Mind Returns

In addition to your statutory rights above, we voluntarily accept change of mind returns within 7 (seven) days of delivery, provided that:

  • The item is unused and unopened
  • The item is in its original, undamaged packaging
  • The item is in fully resalable condition
  • The item has not been used by or on any pet

Return shipping costs for change of mind returns are for your account. We recommend using a trackable courier service, as we cannot be held responsible for items lost or damaged in transit when returned at the customer's cost.

Refunds for change of mind returns are processed to your original payment method once the returned item has been received, inspected, and approved by us. Please allow up to 7 business days for processing after receipt.

4. Non-Returnable Items

The following items cannot be returned unless they are defective or damaged upon arrival:

  • Products that have been used by or on pets (for hygiene and safety reasons)
  • Items that have been opened and are no longer in resalable condition

This limitation does not affect your statutory rights under the CPA with respect to defective goods.

5. Refund Processing

All approved refunds are processed to the original payment method used at checkout. Please allow up to 7 business days for your refund to reflect, depending on your bank or payment provider.

In accordance with the CPA, we will not substitute a cash refund with a credit note or store voucher without your express consent.

6. How to Initiate a Return

Email us at thecatsmao.info@gmail.com with your order number, reason for return, and supporting photographs where applicable. We aim to respond to all return requests within 1 to 2 business days.

Nothing in this policy limits or waives any rights conferred on you by the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002.