Refund policy

Returns

You may request a return within 10 days after your order is marked delivered.

To be eligible for a preference-based return, the item must be unused, unworn, unopened, and in its original condition and packaging. Proof of purchase is required.

For hygiene and safety reasons, we cannot accept preference-based returns of items that have been used, worn, opened, groomed with, slept in, scratched, or played with. This includes used grooming and personal-care products, worn collars and accessories, used beds, scratched scratching products, and played-with toys.

To request a return, email hello@gataux.com before sending the item. If approved, we will provide return instructions and the correct return address. Items sent without prior authorization may not be accepted.

Customers are responsible for return shipping costs on preference-based returns. Original shipping charges are non-refundable unless the item was damaged, defective, or incorrect.

Damaged, defective, or incorrect items

Inspect your order after delivery. If an item arrives damaged, defective, or incorrect, contact hello@gataux.com promptly with your order number and clear photos of the item and packaging. We will review the issue and provide an appropriate resolution.

Refunds

We will notify you after an approved return is received and inspected. If approved, the refund will be issued to the original payment method within 10 business days. Your bank or card provider may require additional time to post the refund.

If more than 15 business days have passed since we approved your refund, contact hello@gataux.com.

This policy does not limit any non-waivable rights available under applicable consumer-protection law.