Return and Refund Policy

Last updated: September 28, 2026

Our 30-day return policy

You may request a change-of-mind return within 30 days after delivery by emailing theceo@ceocatbed.com.

Under this voluntary policy, items must be unused, clean, complete and in their original packaging, with the bed, clamp, hardware, accessories and instructions supplied. Include your order number or other proof of purchase. Cat hair, odors, stains, scratching, washing, outdoor exposure or installation damage may make an item ineligible for a voluntary unused return.

These conditions apply to our voluntary change-of-mind policy. They do not override rights concerning faulty or misdescribed goods, statutory withdrawal rights or reasonable inspection permitted by law.

How to request a return

Email your name, order number, the item and reason for return. For a fault, damage, missing part or incorrect item, include photos or a short video if practical. We may request reasonable information to assess the issue, but do not require you to use an unsafe product to produce evidence.

We will provide return instructions and the appropriate return address. Do not send a parcel to our mailing address without instructions. The return location may differ from our business address. A statutory cancellation notice does not require our approval to be valid.

For a voluntary return, send the item within 14 days after we provide return instructions unless we agree otherwise. Use suitable packaging and keep proof of shipment. We recommend tracking. Responsibility for transit loss follows applicable law and the shipping arrangement; choosing a carrier on our instructions does not automatically transfer our obligations to you.

Return costs

For an eligible change-of-mind return, you pay return postage. Original outbound shipping charges are not refunded under the voluntary policy unless required by law. We do not charge a restocking fee for a qualifying unused return.

If the item is faulty, damaged on arrival, materially misdescribed, incomplete or incorrect and we are responsible, we will cover reasonable necessary return costs or provide a prepaid method where a return is required. Do not pay for an expensive return service before contacting us to arrange a suitable method.

Faulty, damaged or incorrect goods

Inspect your order promptly. We ask that visible delivery damage, missing parts and incorrect items be reported within 7 days of delivery so we can investigate quickly. This is a request for prompt notification, not a limitation on your legal rights or a cutoff for later-discovered defects.

Stop using an unsafe bed or mounting assembly. We may offer safe setup guidance or replacement parts where appropriate. Depending on the issue and applicable law, remedies may include repair, replacement, a price reduction or a refund. Where the law gives you a choice, we will respect it. Store credit will not replace an owed monetary refund without your agreement.

Ordinary wear, damage caused by misuse, unauthorized modification, exceeding a disclosed load limit or mounting contrary to accurate instructions are not manufacturing defects. This does not excuse an existing defect or inaccurate product description or instructions.

Exchanges and cancellations

Contact us if you want a different model or color. Subject to availability, we can explain return and reorder options. For incorrect or faulty goods, contact us before buying a replacement so we can arrange the appropriate remedy.

To cancel or amend an order, email us as soon as possible. We will try to help before fulfillment, but cannot guarantee an operational change once processing starts. Where we successfully cancel before shipment, we refund the cancelled items and any shipping charge attributable solely to those items. If the order has shipped, the applicable return or statutory cancellation process applies.

Refund timing

We will inspect a returned item and notify you of the outcome promptly. Approved refunds are issued to the original payment method within 10 business days of approval, or sooner where a legal deadline applies. Where law requires a refund before inspection or on evidence of return, we follow that requirement.

Banks and payment providers may take additional time to display a refund. If it has not appeared within 15 business days after our approval, contact us. If the original method cannot receive the refund, we will agree a lawful alternative with you.

EU and UK statutory withdrawal

Where applicable distance-selling law gives you a withdrawal right, you may notify us that you wish to cancel within 14 days after receiving the goods, without giving a reason. For orders delivered in separate installments, the applicable statutory rule determines when that period starts. An unambiguous email stating your decision and identifying your order is sufficient; no special form is required.

Return the goods within 14 days after notifying us of withdrawal. You pay direct return costs only where we informed you of this obligation before purchase and the law permits it. We refund the eligible purchase price and standard outbound delivery cost; any extra cost for a premium delivery option need not be refunded. For a partial withdrawal, shipping reimbursement follows applicable law.

Refunds are due within 14 days of your cancellation notice, although we may withhold reimbursement until we receive the goods or evidence of return, whichever occurs first, where legally permitted. You may inspect goods as you could reasonably do in a shop. You may be responsible for diminished value caused by handling beyond what is necessary to establish their nature, characteristics and functioning, where the law allows. Original packaging is requested, but its absence alone does not extinguish this right.

An ordinary cat bed is not automatically excluded from statutory withdrawal merely because it is a pet product. Any lawful exception must actually apply and have been properly disclosed.

Other mandatory consumer rights

Our voluntary 30-day period does not limit remedies for defects or other rights that last longer under applicable law. Sale items retain their statutory protections.

Where Australian Consumer Law applies, goods come with consumer guarantees that cannot be excluded. A major failure can entitle you to choose a replacement or refund and seek compensation for reasonably foreseeable loss or damage. For other failures, an appropriate repair or replacement remedy applies, with further rights where the problem is not remedied as required.

Contact

CEO Cat Bed — Sonder Brands LLC
Email: theceo@ceocatbed.com
Phone: +1 307-414-1442
Mailing address: 701 Tillery Street, Unit 12, Austin, Texas 78702, United States
This is a mailing address. Obtain return instructions before sending goods.