Refund and Return Policy

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food and treats, medications and other health treatments cannot be returned. We also do not accept products that are hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Cat scratching posts/trees that have been opened and/or assembled, including partial assembly.
  • Animal bedding
  • Feeding objects, including bowls, feeders, etc.

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Books with obvious signs of use
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 30 days after delivery

How are refunds processed?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing a refund?

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at

What is the policy for refunds on sale items?

Only regular priced items may be refunded, unfortunately sale items cannot be refunded for simply a change of mind or being an incorrect size. If the items is defective or damanged an exchange will be offered for the same item. If the same item has been discontinued a refund may be offered in this case.

Can items be exchanged?

We will replace items if they are defective or damaged, if a suitable replacement is available.  If you need to exchange it for the same item because it is defective or damanged, you will need to provide photos of the item and packaging.

If you are exchanging because of a change of mind or purchaced the incorrect size, additional shipping will apply and you will need to cover the difference in price between the two items.

To arrange and exchange send us an email at and we will provide you information on the next steps.

How are items returned to Comfy Critters?

To return your product, you should mail your product, and the orginal packaging, to: 

Comfy Critters,
Attn: Derek McDonald
PO BOX 745
Marsden, QLD, 4132

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund up to the orignal purchace price.

Depending on where you live, the time it may take for an exchanged product to reach you, may vary, and will be covered under the standard shipping policy.

If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.