Return and refund policy

Our Return and Exchange Policy

At Gatos British Shorthair, your satisfaction is our top priority. We aim to make the return and exchange process as easy and stress-free as possible. Please read the details of our policy below:

1. Return Eligibility

  • Timeframe: Returns or exchanges are accepted within 30 days of receiving your order.
  • Condition: Items must be unused, in their original condition, with all tags, packaging, and accessories intact. We do not accept returns for items that have been used, damaged, or show signs of wear.

2. How to Initiate a Return

  • Contact Us: Reach out to us at support@gatosbritishshorthair.org with your order number and the details of the item(s) you’d like to return.
  • Authorization: Once your return is approved, we’ll provide a Return Authorization Number (RAN) and instructions. Be sure to include the RAN in your return package to ensure smooth processing.

3. Return Shipping Guidelines

  • Shipping Costs: Customers are responsible for return shipping, except if the return is due to a defect or an error on our part. In such cases, we’ll send you a prepaid shipping label.
  • Secure Packaging: Please pack your items securely to avoid any damage during transit. We recommend using a trackable shipping method as we are not responsible for lost or delayed returns.

4. Refunds and Exchanges

  • Refunds: After we receive and inspect the returned item, your refund will be processed within 7-10 business days. Refunds will be issued to the original payment method. Please note, shipping fees are non-refundable.
  • Exchanges: If you wish to exchange your item, please mention this in your initial contact. Replacement items will be shipped once the returned product has been approved.

5. Defective or Incorrect Items

  • Defective Products: If your item is damaged or defective upon arrival, please notify us immediately. We will arrange a replacement, repair, or refund at no additional cost.
  • Incorrect Orders: If you received the wrong item, please contact us within 7 days of receiving your order. We’ll assist you with the return and send you the correct product.

6. Non-Returnable Items

  • Final Sale Items: Items marked as “Final Sale” cannot be returned or exchanged.
  • Customized Products: Personalized or custom-made items are non-returnable unless defective or incorrectly customized.

7. Need Help?

If you have any questions or need assistance with your return, please don’t hesitate to contact us:

Thank you for choosing Gatos British Shorthair! We are committed to providing high-quality products and excellent customer service. 🐾