Refund policy

Catwheel returns, 30-day trial and refunds
Last updated: 24 September 2026.

1. Try the wheel for 30 days

You have 30 days from receipt to try the wheel with your cat and request a return if it is not suitable for you. Normal trial use in accordance with the instructions is accepted: a few hairs or paw marks do not prevent a return. If the conditions below are met, we refund the full price paid for the wheel. The training guide can help you get started; every cat adapts differently.

2. Product condition and packaging

Under this commercial trial, the wheel must be returned complete, with all supplied parts, in reasonable condition and in its original packaging. Protect the parts for transport. Normal trial use is permitted; if a part is missing or the product has suffered damage beyond that use, contact us so we can assess the situation. These commercial conditions do not restrict your statutory rights described below.

3. Requesting and arranging a return

Email contact@catwheel.store within 30 days of receipt, including your order number or proof of purchase. We send the instructions and return address within 24 working hours, as stated on our warranty page. Contact us before dispatch so the parcel is sent to the correct address. This practical step does not make your statutory right of withdrawal subject to our approval.

4. Transport and return costs

For a change-of-mind return, including if your cat does not adapt to the wheel during the 30-day trial, the customer pays the direct return shipping costs. Contact contact@catwheel.store before dispatch for instructions and the correct return address; do not send the parcel without this information. Costs depend on the carrier, parcel and route. These practical arrangements do not make the statutory right of withdrawal subject to approval. Returns due to a lack of conformity, delivery damage or our error are handled at no cost to you. These terms do not reduce any more protective statutory rights or retroactively change the terms of orders already placed.

Returns are sent to Poland, to the address provided by email. We offer returns and refunds, without commercial exchanges; remedies under statutory guarantees remain available.

5. Refunds under the commercial trial

After receiving and checking the return, we issue the refund within 14 days using the payment method used for the order. You receive confirmation by email. Your bank or payment provider may then take additional time to display it. Contact us if you have not received confirmation by the end of the stated period. Where statutory withdrawal rules apply, their refund deadlines take precedence over this commercial period.

6. Statutory right of withdrawal in the European Union

For a distance purchase covered by this right, you may notify us of your decision to withdraw without giving a reason within 14 days of receipt. Send a clear statement to our email address or use another legally permitted method. Send the goods back no later than 14 days after that notification. Sale items also benefit from this right.

We refund the amounts due, including standard delivery costs, no later than 14 days after being informed of your decision. We may withhold reimbursement until we receive the goods or evidence that they have been sent back, whichever comes first. Any supplement for a more expensive delivery option you selected is not refundable under this right. We use the original payment method unless you expressly agree to another method at no cost.

You may handle the goods to establish their nature, characteristics and functioning. Any deduction for diminished value is subject to the conditions set by law. The absence of original packaging does not, by itself, remove your statutory right of withdrawal. Our 30-day trial supplements these rights without reducing them.

7. Damage, defects or incorrect goods

If the wheel arrives damaged, has a defect or does not match your order, contact us with your order number and, where possible, helpful photos. We will assess the applicable remedy. The 30-day trial does not affect your statutory guarantees, including the legal guarantee of conformity or any more protective rights applicable in your country.

8. Contact

For any request: contact@catwheel.store. Also see our Returns and warranty page.