Refund policy

Catusquare – Return & Refund Policy

Thank you for shopping at Catusquare! We love your pets just as much as you do, and we want to ensure you have a great experience. Since we specialize in pet grooming and hygiene products, we maintain a strict policy to ensure safety and fairness.

1. Return & Exchange Window

  • You have 7 days from the date of delivery to request a return or exchange.

  • Requests made after 7 days from the delivery date (as tracked by our courier partner) will unfortunately not be eligible for a refund or replacement.

2. Mandatory Eligibility Criteria

To prevent fraudulent claims and ensure safety, a return will only be processed if it meets the following strict conditions:

  • Video/Photo Evidence Required: You must provide a clear unboxing video or photographs of the product showing the issue (e.g., damaged during transit, defective mechanism, or wrong item sent).

  • Reason for Return: You must provide a valid explanation or reason for the return request so our quality assurance team can review it.

  • Product Condition: The item must be unused, unwashed, and in the same condition that you received it. It must also be in its original packaging. Due to hygiene reasons, we cannot accept returns for items that have already been used on a pet.

3. How to Initiate a Return

To start a return, please contact our support team within the 7-day window:

  1. Email us at: catusquare@gmail.com

  2. Include your Order Number.

  3. Attach your clear unboxing video or photos.

  4. State the exact reason for your return request.

Note: Return requests sent without video/photo proof or a valid reason will be automatically declined.

4. The Review & Refund Process

  • Once we receive your email and media evidence, our team will inspect the claim within 3–5 business days.

  • If approved, we will initiate a refund to your original method of payment or provide a replacement, depending on your preference.

  • For approved refunds, the amount will typically reflect in your bank account/card within 5–7 working days, depending on your payment issuer or bank in India.

5. Return Shipping

  • If the return is due to a mistake on our part (damaged, defective, or wrong item sent), we will arrange a reverse pickup or cover the shipping cost.

  • For standard returns, the customer may be responsible for paying the return shipping fees.