Return & Refund Policy

Return & Refund Policy

Last Updated: April 2026

At Charscade, your satisfaction is our priority. We want you and your cat to love every product you receive. If something isn’t right, we’re here to make it right — quickly, fairly, and without unnecessary hassle.

Please read our policy carefully before initiating a return. If you have any questions, our support team is always happy to help at support@charscade.com.

📦 Standard Return Policy

We accept returns within 30 days of the date you received your order. To be eligible for a return, items must meet the following conditions:

  • The item is in its original, unused condition
  • The item is in its original packaging (where applicable)
  • The item has not been washed, altered, or damaged by the customer
  • Proof of purchase (order number or confirmation email) is provided

Please note that shipping charges are non-refundable unless the return is due to our error (e.g., wrong item sent, item arrived damaged).

🔄 How to Initiate a Return

To start a return, please follow these steps:

  1. Email us at support@charscade.com with the subject line: RETURN REQUEST
  2. Include your order number, the name of the item(s) you wish to return, and the reason for the return
  3. Our team will respond within 1–2 business days with return instructions and, where applicable, a prepaid return label
  4. Once we receive and inspect the returned item, we will process your refund within 5–7 business days

Please do not send items back without first contacting us, as unauthorized returns may not be processed.

💰 Refunds

Once your return has been received and inspected, we will notify you by email of the approval or rejection of your refund.

If approved, your refund will be processed and automatically applied to your original payment method within 5–7 business days. Please note that depending on your bank or payment provider, it may take additional time for the refund to appear on your statement.

If you haven’t received your refund after 10 business days, please first check with your bank, then contact us at support@charscade.com and we’ll investigate promptly.

🔁 Exchanges

We’re happy to exchange items for a different size, color, or variant where available. To request an exchange, please email support@charscade.com with the subject line: EXCHANGE REQUEST, and include your order number and the details of the item you’d like instead.

Exchanges are subject to product availability. If the requested item is out of stock, we will offer you a refund or store credit instead.

📸 Damaged or Defective Items

We take quality seriously, but occasionally items may be damaged in transit. If your order arrives damaged or defective, please contact us within 14 days of receiving your order.

To report a damaged item:

  1. Email support@charscade.com with the subject line: DAMAGED ITEM
  2. Include your order number and clear photos of the damaged item and packaging

We will arrange a replacement or full refund at no additional cost to you, including return shipping where required.

📩 Missing Items

If your order arrives incomplete or an item is missing, please contact us within 14 days of receiving your delivery.

Email support@charscade.com with the subject line: MISSING ITEM, and include your order number and a description of the missing item. We will investigate and resolve the issue as quickly as possible.

❌ Non-Returnable Items

For hygiene and safety reasons, the following items are not eligible for return or exchange unless they arrive damaged or defective:

  • Opened or used cat food and treats
  • Items that have been visibly used, washed, or altered
  • Items returned after the 30-day return window
  • Gift cards

🎉 Promotional & Sale Items

Items purchased during promotional periods or sales may be subject to modified return conditions. Please review the specific terms and conditions of any promotion before placing your order. If you’re unsure, feel free to contact us before purchasing.

📞 Contact Us

Our customer support team is here to help with any return, refund, or exchange queries. We aim to respond to all emails within 1 business day during our operating hours.

📧 Email: support@charscade.com

⏰ Support Hours: Monday – Friday, 9:00 AM – 6:00 PM (EST)

We appreciate your trust in Charscade. Our goal is to make every part of your shopping experience — including returns — as smooth and stress-free as possible.

— The Charscade Team