Repair, Replacement & Refund Policy
Cat Evolution was created to enhance the lives of cat owners and their cats. There will always an element of trial in finding the most suitable products for your individual pet, as all cats are different! We ask that you keep this in mind when choosing products, as you also know your cat/s the best.
We accept returns of products within 30 days of the sale date for any reason. Items returned after 30 days may not qualify for a refund, or may incur an extra 15% restocking fee, except for the Whiskers Litter-Robot III Open Air and Litter-Robot III Open Air Connect which are covered by the 90 Day Customer Satisfaction Guarantee below.
If your product arrives damaged or not as described on our website, we will gladly exchange it for an alternative or issue a refund. In these cases, return shipping will be arranged at our expense.
Please do not return items by COD or Return to Sender - contact us (email@example.com) before you return anything. Any items returned to sender for any reason (including refusal, wrong address and unclaimed) will be refunded minus the original and return postage and a 20% restocking fee.
Change of Mind
In cases of 'Change of Mind' returns (eg wrong size or colour has been selected), we will accept returns as long as the item purchased is in a re-saleable condition, meaning it is undamaged, as new, unused, unopened and has all original packaging and tags intact. The return postage will need to be paid by the buyer and the original delivery charge will be deducted from the refund amount.
The original delivery charge is the amount charged to Cat Evolution by the carrier eg. Australia Post for shipping the item from our warehouse to your location and varies for each order depending on the volumetric weight of the parcel and the shipping location. The shipping fees are generally built into the price of the item so delivery charges will be deducted from all returned orders due to Change of Mind, even those with free shipping, and will often exceed any shipping fee charged to the customer at the time of purchase. No additional re-stocking fees or surcharge will be deducted from ‘Change of Mind’ returns.
All non-consumable Cat Evolution products come with a minimum 12 month Warranty for manufacturing defects.
We are committed to honouring our obligations under the Australian Consumer Law. This means you can choose a refund or replacement if a product has a major problem. This is where the product:
- Has a problem that would have stopped someone from buying the item if they had known about it;
- Is not of acceptable quality or is unsafe;
- Is not fit for purpose;
- Is significantly different from the sample or description;
- Doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
Alternatively, you can choose to keep the item and we will compensate you for any drop in value.
If the problem is not major, we will at our discretion give you a refund or replacement, or repair the item within a reasonable time.
Please keep your proof of purchase (e.g. your receipt).
If a product has been deemed to be damaged or defective on arrival, we will replace a product or product part as deemed appropriate.
Whisker’s Litter-Robot Guarantee & Warranty
90 Day Customer Satisfaction Guarantee
The Litter-Robot III Open Air and Litter-Robot III Open Air Connect come with a 90 Day Money-Back Guarantee. Try the Automatic Litter-Robot III Open Air in your home for 90 days and experience what our satisfied customers already know, that the Automatic Litter-Robot III Open Air is the automatic litter box that really works. You are protected by Cat Evolution's 90 Day Money-Back Guarantee. If you or your cats are not fully satisfied with the Automatic Litter-Robot III Open Air, for any reason, just return the Product within 90 days from receipt for a refund of the purchase price. Return shipping is at purchaser's cost.
The 90 Day Money-Back Guarantee applies to the Litter-Robot only, not accessories (unless packaged in the same box). Please ensure you retain your original box, inserts, manual and quick reference guide/paperwork for the 90-day period as needed for return. All inclusions need to be in good order and cleaned as per manufacturers information.
18 Month Warranty
Cat Evolution provides an 18-month warranty against manufacturing faults. During the warranty period, Cat Evolution will repair or replace your Product in line with Cat Evolution Warranty.
Litter-Robot Accessories are not covered by the 90 Day Customer Satisfaction Guarantee. We will accept them as a Change of Mind return only.
Warranty is automatically voided where damage to the product is caused by reason other than manufacture defects, such as accident, misuse, improper use, abuse, faulty operation contrary to recommended usage, transportation damage or when product has been tampered, altered, modified, converted, repaired or serviced other than by us or without our permission.
If you are wishing to return a product or received a damaged shipment or product, please contact firstname.lastname@example.org asap and provide photographic evidence to assist assessment.
Making changes and cancelling an order
Please take care when placing orders. Do ensure you check all details on the provided receipt carefully at the time of purchase and advise if any error is evident.
Customer service is our highest priority for the large number of orders we process every day. Unfortunately, we are generally not able to alter or cancel orders once they are placed. Orders are processed in real time by a 3rd party so that we can get your products to you quickly.
If you need to change your order, please let our team know asap including order number and we will assist where possible, and let you know our returns process. It is important that you do not return your order via “Return to Sender” as this will incur shipping fees that are non-refundable.
Thank you for your understanding