Refund policy

We want you to be completely satisfied with your purchase at Aqua-Cats. If for any reason you are not happy with your item, we offer a 90-day return policy. You have 90 days from the date you received your item to request a return or refund.

Eligibility for Returns

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You will also need to provide a receipt or proof of purchase.

Please note:

  • Refunds / Free Reships:

    If the wrong item arrived

    If the item arrived broken or defective

    If you broke the item, please contact us — we’ll assess the case and help you with a replacement option.

    If your item arrives damaged or is unusable upon delivery, we will gladly issue a refund or send a replacement free of charge.

    Please contact us at info@aqua-cats.com

    within 7 days of delivery, including clear photos or a short description of the issue so that we can resolve it promptly.

  • Undelivered Items: If tracking shows your order has not been delivered and you have not received it, we will offer a free replacement or a full refund. f tracking shows delivered but you have not received the package, please check with your local courier and neighbors. In exceptional cases we assist with filing a claim.
  • Change of Mind: If you decide you no longer want the item or your cat simply isn't interested, you can return the item at your own expense. We will issue a refund once the item is received in good condition. Please note that we do not cover return shipping costs for change-of-mind returns.
  • Incorrect Size: For items like clothing, please check the sizing carefully before purchase. If the size sent matches your order but does not fit, we cannot offer a refund or replacement unless the item is returned at your own expense.

How to Start a Return

To begin a return, contact us at info@aqua-cats.com. If your return is approved, you will receive instructions on how and where to send your package. Please do not send items back without contacting us first, as they will not be accepted.

Return Address

All returns should be sent to the following address:

Shipping Name: Luo Chen
Address: 2nd Floor, Building 5, Namic Tech Park, No. 35, Xianxing Road, Xianlin Street, Yuhang District
City: Hangzhou
Province: Zhejiang
Country: China
Phone Number: 18157141097
Zipcode: 311100

Refunds

Once your return is received and inspected, we will notify you of the status of your refund. If approved, the refund will be processed back to your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at info@aqua-cats.com.

Damages and Issues

Please inspect your item upon receipt and contact us immediately if it is defective, damaged, or if you received the wrong item. We will evaluate the situation and do our best to make it right.

Non-Returnable Items

Some items are non-returnable, such as perishable goods, custom products, personal care items, and hazardous materials. If you have questions about a specific product, please get in touch.

Exchanges

The fastest way to get what you need is to return your item and make a new purchase for the desired product.

Disclaimer for Product-Related Damages:

Please note that we are not liable for any damage resulting from the use or misuse of our products. This includes—but is not limited to—accidental damage to personal property, floors, furniture, or other surfaces. Customers are responsible for using all items safely and as intended. We do not offer refunds or replacements for any secondary damage caused by the use of our products.

European Union 14-Day Cooling Off Period

If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Your item must be in its original condition, unused, with tags, and in the original packaging. A receipt or proof of purchase is required.