Refund policy

Return & Refund Policy

Last updated: 12.05.2026 Feline Maison | www.felinemaison.com | support@felinemaison.com

1. Our Commitment

At Feline Maison, your satisfaction is our priority. We want you to love every product you receive. If for any reason you are not completely satisfied with your purchase, we are here to make it right, quickly, simply, and at no cost to you.

2. Return Window

We offer a 30-day return window from the date of delivery, exceeding the 14-day minimum required by the Consumer Contracts Regulations 2013 (UK).

If 30 days have passed since your delivery date, we are unable to offer a return or refund, except where the item is found to be defective under our 12-month commercial guarantee (see Section 7).

3. How to Initiate a Return

Do not send any item back without contacting us first.

To initiate a return, please follow these steps:

  1. Email us at support@felinemaison.com within 30 days of delivery
  2. Include your order number, the item(s) you wish to return, and the reason for your return
  3. Where applicable, attach photographs of any damage or defect
  4. We will respond within 48 hours with your personalised return instructions

We handle every return request individually to ensure the fastest and most convenient resolution for you.

4. Return Conditions

To be eligible for a return, items must meet the following conditions:

  • Item is unused and in its original condition
  • Item is returned in its original packaging, including all accessories, manuals, and components
  • Proof of purchase (order confirmation email) is provided

Items that are damaged due to misuse, missing components, or returned without original packaging may not be eligible for a full refund.

5. Return Shipping Costs

Return shipping is entirely free of charge. Feline Maison covers all return shipping costs in full, regardless of the reason for return. We will provide you with a prepaid return label or clear instructions upon approval of your return request.

You will never be asked to pay to return an item to us.

6. Defective, Damaged or Incorrect Items

If you receive an item that is:

  • Defective or has a manufacturing fault
  • Damaged upon arrival
  • Incorrect (wrong product or wrong variant sent)

Please contact us at support@felinemaison.com within 30 days of delivery. Include your order number and photographs clearly showing the issue.

In these cases, we will offer, at your choice:

  • A full refund processed to your original payment method, without requiring the item to be returned, or
  • A free replacement shipped to you at no additional cost

We aim to resolve all defective or incorrect item cases within 48 hours of receiving your request.

7. Refund Processing

Once your return has been received and inspected, or once your refund has been approved (including no-return refunds for defective items), we will process your refund within 14 days.

Refunds are issued to your original payment method:

Payment Method Refund Timeframe
Credit / Debit Card Up to 5-10 business days after processing
Shop Pay / Apple Pay / Google Pay Up to 5-10 business days after processing

Please note that refund timeframes may vary slightly depending on your bank or payment provider. If you have not received your refund within the stated timeframe, please contact us at support@felinemaison.com.

8. Non-Returnable Items

The following items are not eligible for return:

  • Items returned after the 30-day return window (unless covered under our 12-month guarantee)
  • Items that have been used, assembled, or installed, unless defective
  • Items returned without original packaging or with missing components
  • Items damaged due to misuse, improper installation, or failure to follow product instructions

If you are unsure whether your item qualifies for a return, please contact us before sending anything back.

9. 12-Month Commercial Guarantee

All Feline Maison products are covered by a 12-month commercial guarantee from the date of delivery, in addition to your statutory rights under the Consumer Rights Act 2015.

This guarantee covers:

  • Manufacturing defects
  • Faults arising under normal use

This guarantee does not cover:

  • Accidental damage
  • Damage caused by misuse or failure to follow care instructions
  • Normal wear and tear

To make a guarantee claim beyond the 30-day return window, contact us at support@felinemaison.com with your order number and a description and/or photographs of the issue. We will assess your claim and offer a repair, replacement, or refund as appropriate.

10. Your Statutory Rights

Nothing in this Return & Refund Policy affects your statutory rights as a UK consumer under:

  • Consumer Rights Act 2015, your right to goods of satisfactory quality, fit for purpose, and as described
  • Consumer Contracts Regulations 2013, your right to cancel within 14 days of delivery (we extend this to 30 days)

These rights apply regardless of our own policy terms and cannot be waived.

11. Contact Us

For all return and refund enquiries:

Email: support@felinemaison.com Address: PRZ Capital LLC, Feline Maison, 704 Wallace St, Suite 611, Clovis, NM 88101, USA Response time: Within 48 hours, Monday to Friday