This Returns & Refunds Policy explains how returns, replacements, and refunds work for purchases made through Cat Aquariums. Our goal is to be fair, practical, and easy to work with. If anything is unclear, email us at contact@cataquariums.com and we’ll help.
1-Hour Refund via Payment Provider
All orders paid through our checkout (MoonPay, PayPal, or Skrill) are covered by a 1-hour fast refund directly through your payment provider:
- Cancel before delivery — money back in under 1 hour
- Received but not satisfied, or item damaged — still refunded in under 1 hour
- Your payment provider may request identity verification (KYC / face scan) — this is what enables the 1-hour fast track. If you were not asked, you are already eligible.
- Funds are held by the payment provider and released to Cat Aquariums 60 days after you receive your order, so your protection window is always active.
To request a refund through your payment provider, open the app or website of the provider you paid with (MoonPay, PayPal, or Skrill) and initiate a dispute or refund from your transaction history. You can also email contact@cataquariums.com and we will assist.
1) Return window
You may request a return within 60 days of the delivery date shown by the carrier’s tracking information. Return requests made after the return window may be declined.
2) How to start a return
To begin, email contact@cataquariums.com with:
- Your order number
- The item(s) you’d like to return
- The reason for the return (helps us improve; not required for approval)
- If applicable, photos showing damage/defects and the shipping box/packaging
Once we review your request, we will provide return instructions. Please do not ship items back without confirmation and instructions, as that can delay processing.
We accept returns for defective and non-defective products. We also accept exchanges—please mention in your email if you prefer an exchange instead of a refund.
3) Eligibility and item condition
Returned items must be in reasonable condition. We understand normal inspection and careful handling. If the item is returned with significant damage, heavy wear, missing components, or missing packaging that is necessary to safely transport the item, your refund may be reduced or the return may be declined.
In general, we accept new and slightly used products for returns or exchanges. This includes products that are opened or have been slightly used.
4) Damaged, defective, or incorrect items
If your order arrives damaged, defective, or you received the wrong item, contact us as soon as possible. To help us resolve it quickly, include:
- Photos of the issue (close-up and wider shots)
- Photos of the outer box and packing materials
- Your order number
Depending on the situation, we may offer a replacement, a partial refund, or a full refund. We’ll confirm the best option with you before proceeding.
5) Refunds
Approved refunds are issued to the original payment method. After we receive and inspect your return (or confirm the resolution for a damage/defect claim), we will process the refund. Banks and payment providers may take additional time to post the funds to your account.
Refunds are processed through your payment provider. Orders paid through MoonPay, PayPal, or Skrill receive the 1-hour fast refund described at the top of this page. For any questions, email contact@cataquariums.com.
6) Shipping and return shipping
We provide a 100% free return shipping guarantee. Whether your cat doesn't like the aquarium, it doesn't fit your space, or it arrived with an issue, we cover the full cost of the return. No deductions, no hidden fees.
Returns can be completed by mail or at a drop-off location, depending on your location and the item. If a return label is required, it is included in the package or provided with your return instructions. We do not charge a restocking fee.
7) Cancellations
If you need to cancel, contact us as soon as possible. If the order has not shipped yet, we can typically cancel and refund it. If it has already shipped, the cancellation will be handled as a return once delivered.
8) Tracking your shipment
Tracking updates depend on the carrier. For a consolidated view across carriers, you can use parcelsapp.com.
9) Contact
If you have any questions about a return, refund, or replacement, email contact@cataquariums.com. We typically respond as quickly as possible during normal business hours.