Returns & Exchanges

At Supplies Store, we understand that even the most carefully chosen cat products might not always meet your feline’s exacting standards (we know how picky they can be!). That’s why we offer a straightforward returns process for when your cat turns up their nose at that new toy or food.

Return & Exchange Process

Step 1: Initiate Your Return

Within 15 days of receiving your order, email our team at [email protected] with:

• Your order number
• The item(s) you wish to return/exchange
• Reason for return (helps us improve our feline product selection!)

Step 2: Wait for Approval

Our Perth-based team will respond within 24 hours (about the same time it takes your cat to decide they don’t like their new bed) with:

• Return authorization
• Shipping instructions
• Return address

Step 3: Package & Ship

Securely package the unused, unopened items with original packaging and tags attached. Include the original packing slip or a copy of your order confirmation.

Step 4: Receive Refund or Exchange

Once we receive and inspect your return (typically within 5 business days), we’ll process your refund or ship your exchange item.

Return Request Template

Use this template to request a return or exchange:

Refund Information

Refunds will be processed within 3-5 business days after we receive your return. The refund will be issued to your original payment method:

• Credit/Debit Cards (Visa, MasterCard, JCB): 3-5 business days to appear on your statement
• PayPal: Typically processed within 24 hours

Original shipping fees are non-refundable, except in cases of our error or defective products.

Non-Returnable Items

To ensure the health and safety of all our feline customers, we cannot accept returns of:

• Opened or used Diet Food, Dry Food, or Hypoallergenic Food (for hygiene reasons)
• Flea and Tick Treatment and other Medication and Supplements (due to regulatory restrictions)
• Any Medical Supplies that have been opened or used
• Personalized or custom-made items

Exchange Policy

Prefer an exchange? We’re happy to help! Exchanges are subject to product availability. If your desired exchange item is:

• Same value: No additional payment required
• Higher value: You’ll pay the difference
• Lower value: We’ll refund the difference

Damaged or Incorrect Items

Received a damaged item or wrong product? Contact us immediately at [email protected] with photos of the damaged/incorrect item and packaging. We’ll arrange for a replacement or refund at no additional cost to you.