Refund policy
Return & Refund Policy
At Cat Speomate (catspeomate.com), operated by FI GLOBAL COMMERCE LTD, we want you and your pet to be happy with every order. If something isn't right, we're here to help.
1. 30-Day Return Window
You have 30 days from the date of delivery to request a return. To be eligible, your item must be:
- Unused and unwashed
- In the same condition you received it
- In its original packaging with all tags attached
- Free from pet hair, odours or any other signs of use
2. Your Right to Cancel (14 Days)
If you are a consumer in the United Kingdom or the European Union, you have the right to cancel your order within 14 days of receiving it, for any reason and without giving a justification.
To exercise this right, email us at support@catspeomate.com within 14 days of delivery. You must then return the goods to us within 14 days of telling us you wish to cancel. Where you cancel because you have simply changed your mind, the cost of returning the goods is yours. This right is in addition to, and does not limit, your other statutory rights.
3. Non-Returnable Items
For health, hygiene and safety reasons, the following cannot be returned:
- Opened pet food, treats or supplements
- Perishable goods
- Custom or personalised items
- Products showing signs of pet use (chewed toys, used beds, used grooming tools)
- Gift cards
4. How to Start a Return
Email support@catspeomate.com with your order number, the reason for the return, and clear photos of the item.
- All returns must be approved before you send anything back. The correct return address will be sent to you together with your approval - please do not send items to any other address.
- Returns sent without prior approval cannot be accepted or refunded.
- We strongly recommend a tracked shipping service. We cannot refund items that do not reach us.
5. Who Pays for Return Shipping
- Change of mind / no longer wanted: the customer covers return postage. Original shipping charges are non-refundable.
- Defective, damaged or incorrect item: we cover all return costs and refund your original shipping in full.
6. Damaged, Defective or Incorrect Items
Please inspect your order on arrival. If your item is damaged, defective or incorrect, contact us within 48 hours of delivery at support@catspeomate.com with clear photographic evidence. We will assess the issue and provide a free replacement or a full refund, including shipping. In some cases we may not require the item to be sent back - we will confirm this to you in writing.
7. Refunds
Once your return has been received and inspected, we will email you to confirm whether your refund has been approved.
- Approved refunds are issued to your original payment method within 5-7 business days of inspection.
- Your bank or card provider may need additional time to post the funds to your account.
- If 10 business days have passed since we confirmed your refund and you still have not received it, please contact us.
8. Exchanges
We do not offer direct exchanges. The fastest way to get a different item is to return the original product and place a new order separately once your return is approved.
9. Order Cancellation
Orders can be cancelled free of charge within 12 hours of being placed, provided they have not yet been dispatched. After dispatch, the return process above applies. This does not affect your 14-day right to cancel described in Section 2.
10. Verification & Fraud Prevention
To protect against misuse, we may request additional information or evidence before approving a return or refund.
11. Your Legal Rights
Nothing in this policy affects your statutory rights, including your rights under the UK Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or applicable consumer protection laws in your country of residence.
Contact Us
FI GLOBAL COMMERCE LTD (trading as Cat Speomate)
Company Registration Number: 17327441
128 City Road, London, EC1V 2NX, United Kingdom
Email: support@catspeomate.com
Support hours: Monday - Friday, 9:00 AM - 5:00 PM (GMT)