Returns, Refunds, and Warranty
We know things can go wrong—products break, and mistakes happen. This page is here to guide you through our policies on returns, refunds, warranties, damages, and your rights under the Australian Consumer Law (ACL).
How Can We Help?
Take a look at the FAQs below to see if your question is answered. If you still need a hand, feel free to reach out using the CatBubble on the bottom right or through the contact info below. We’re here to help make things right.
Returns
Q: What is your return policy?
A: We offer a 30-day return policy for our products. During this time, you may return the product as long as it is unopened, unworn, unused, and in its original packaging. The item must be in the same condition as when you received it, with all original packaging and accessories included. Proof of purchase is required.
Q: How do I initiate a return or exchange?
A: To initiate a return or exchange, please contact us at info@catanddesk.co with your order number and details of the item. If you choose to exchange the item, you can opt for a different size, color, or product of equal value. If the item you wish to exchange is out of stock, we can offer you a refund or help you choose an alternative item. Items sent back to us without first requesting a return will not be accepted.
Q: Who is responsible for return shipping costs?
A: Customers are responsible for covering the return shipping costs. If you are exchanging an item, you will also be responsible for the shipping costs of the new item. We strongly recommend using a trackable shipping service or purchasing shipping insurance.
Q: Are there any items that cannot be returned?
A: Yes, final sale items and personalized products are non-returnable. For other situations, reasonableness will be considered on a case-by-case basis to ensure a fair resolution.
Refunds
Q: How do refunds work?
A: Once received, please allow 3-5 days for us to inspect and process your returned item, we will notify you of the approval or rejection of your refund. If your refund is approved, it will be processed and automatically applied to your original payment method within 5-10 business days.
Q: What happens if my refund is rejected?
A: If your refund is rejected due to the condition of the returned item (i.e., it is not in original condition, unworn, unused, or without its original packaging), we will contact you with details. The item will then be returned to you at your expense.
Q: Are there any restocking fees?
A: No, we do not charge restocking fees for returned items.
Q: What should I do if I haven't received my refund?
A: If you haven’t received your refund after 10 business days, please first check with your bank or credit card company. If the issue persists, contact us at info@catanddesk.co for further assistance.
Q: Can I request a refund for any reason?
A: Refund requests are evaluated on a case-by-case basis. While we strive to ensure customer satisfaction, refunds are typically only approved for products that are returned in accordance with our policy (unopened, unused, and in their original packaging).
Warranty
Q: Do your products come with a warranty?
A: Yes, all of our products come with a 1-year warranty. This warranty covers defects in materials and workmanship under normal use. If any issues arise, we will work with you to resolve the issue through repair, replacement, or refund, depending on the situation. In addition to this, our products are covered by the guarantees provided under the Australian Consumer Law (ACL).
Q: What does the warranty cover?
A: Our 1-year warranty covers defects in materials and workmanship that occur under normal use. This includes issues such as the product not being made correctly or substandard materials being used. For flagship products, we also offer optional accident coverage for an additional fee, which protects against accidental damage like drops or spills.
Q: How long is the warranty period?
A: The warranty lasts for 1 year from the date of purchase. If you purchase an extended warranty for our flagship products, you can add an extra 1 or 2 years of coverage, and optional accident coverage can also be added for extra protection during this extended period.
Q: What is not covered by the warranty?
A: Our warranty does not cover damage resulting from normal wear and tear, misuse, neglect, or abuse of the product. This includes using the product in ways that it was not designed for or failing to follow the care instructions provided. Even under the extended warranty, accidental damage is only covered if you opt for the additional accident coverage at the time of purchase.
Q: Do you offer an extended warranty, and what does it cover?
A: Yes, we offer extended warranties for our flagship products only. You can extend your warranty by 1 or 2 years, covering defects and material issues. The extended warranty also includes an optional accident coverage for added protection against accidental damage.
Q: Why should I consider purchasing the extended or optional warranty?
A: The extended warranty provides additional protection beyond the standard coverage period, ensuring that your product is protected against defects for a longer time. With the optional accident coverage, you are also protected against unforeseen accidents, offering peace of mind and long-term value, especially for high-use items.
Q: How can I purchase the extended warranty?
A: You can add the extended warranty during checkout or contact us within 14 days of purchase to add it. This option is only available for our flagship products. If you have any questions, feel free to reach out to our customer support team for assistance.
Q: What is the difference between wear and tear, defects in materials and workmanship, and accidental damage?
- Defects in Materials and Workmanship: These are issues caused by the product not being made correctly or substandard materials being used. Both standard and extended warranties cover these defects.
- Wear and Tear: This is the natural aging and degradation of the product over time due to normal use, and it is not covered under the warranty.
- Accidental Damage: Includes unexpected events like drops or spills that cause harm to the product. This is only covered if you purchase accident coverage with your extended warranty.
Q: How do I make a warranty claim?
A: To make a warranty claim, please contact us at info@catanddesk.co with your order number, a description of the issue, and any relevant photos. We will guide you through the process and work to resolve the issue as quickly as possible. If you have purchased the extended warranty with accident coverage, be sure to specify this when making your claim.
Damages & Issues
Q: What should I do if my product arrives damaged?
A: If you receive a damaged item, whether it’s from our CatDesk Furniture range or any other product, please contact us immediately at info@catanddesk.co. We will work with you to resolve the issue promptly. Claims for damaged or incorrect items should be reported within 7 days of receiving the product.
Q: How does the warranty or extended warranty cover damages?
A: The standard warranty covers defects in materials and workmanship but does not cover damages that occur after delivery. However, if you have purchased the extended warranty with optional accident coverage, this will cover accidental damage such as drops, spills, or other unintended incidents after the product has been delivered. If your product arrives damaged, this would typically be addressed as a delivery issue rather than a warranty claim. Please report any such damages within 7 days of receiving the product.
Q: How do you ensure the quality of your CatDesk Furniture range?
A: For our CatDesk Furniture range, we take extra care to ensure that each piece arrives in perfect condition. Each box is numbered and corresponds to detailed inspection photos, which we provide to you upon shipping.
Q: What if the packaging is damaged but the product is fine?
A: Minor damage to the packaging does not affect the quality or functionality of the product inside. If the item itself is undamaged, the product should be in good condition. However, if there is any concern, particularly if you have the extended warranty, you are welcome to contact us to discuss the situation.
Q: How do I ensure my product is protected after purchase?
A: To protect your product after purchase, we recommend opting for our extended warranty, which includes optional accident coverage. This additional coverage will safeguard your product against accidental damage, giving you peace of mind for years to come.
ACL Considerations
Q: What rights do I have under the Australian Consumer Law (ACL)?
A: Under the ACL, customers have a range of rights that cannot be excluded. These include guarantees that products are of acceptable quality, fit for the purpose disclosed, and match the description provided.
Q: What happens if a product doesn’t meet these guarantees?
A: If a product does not meet these guarantees, we will first work with you to resolve the issue through repair or replacement. Refunds will only be considered if repair or replacement is not possible or fails to resolve the issue.
Q: Is your returns and refunds policy in addition to my rights under the ACL?
A: Yes, our return policy is in addition to the consumer rights provided under the ACL, ensuring that you are fully protected with every purchase.
Q: How can I learn more about my rights under the ACL?
A: For more information about your rights under the ACL, we recommend contacting the Australian Competition and Consumer Commission (ACCC) or visiting their website. This will provide you with official guidance on your consumer rights.
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