Refund policy

Refund & Return Policy

Last Updated: September 2026

At Caytika, we want you and your pet to be happy with your purchase. If something isn't right, we're here to help.

1. 30-Day Returns

We offer a 30-day return window, which means you have 30 days from the date your order is delivered to request a return.

To be eligible for a return, the item must generally be:

In its original condition.
Unused and in a resalable condition.
Returned with its original packaging where applicable.
Accompanied by your order number or proof of purchase.

Certain products may be subject to additional return restrictions for health, hygiene, safety, personalization, or other reasons, as described below.

This 30-day policy does not limit or exclude any consumer rights that cannot legally be excluded under applicable law.

2. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If you receive an item that is:

Damaged during delivery
Defective
Incorrect
Missing from your order

Please contact us as soon as possible at caytikastore@gmail.com .

Please include your order number and, where applicable, clear photos or videos showing the issue.

We will review the issue and, where appropriate, provide a replacement, refund, or another suitable resolution.

For items that arrive damaged or defective, Caytika will provide appropriate return instructions and will not require you to bear return costs where we are responsible for the issue.

3. Change of Mind

If you simply change your mind about your purchase, you may request a return within our 30-day return window, provided the item meets the applicable return conditions.

Unless required otherwise by applicable law, return shipping costs for change-of-mind returns are the responsibility of the customer.

The original shipping charge, if any, may also be non-refundable except where applicable law requires otherwise.

4. Non-Returnable Items

Certain products may not be eligible for return where permitted by applicable law, including:

Personalized or custom-made products.
Perishable products.
Products that cannot be returned for health or hygiene reasons after being unsealed.
Gift cards or other non-returnable items.
Products clearly identified as final sale.

If a product has specific return restrictions, these will be communicated on the relevant product page where applicable.

Nothing in this section is intended to remove or restrict your legal rights regarding defective, faulty, or incorrectly supplied products.

5. How to Request a Return

To request a return, contact us at:

caytikastore@gmail.com

Please provide:

Your full name
Order number
Product you wish to return
Reason for the return
Photos or other evidence where relevant

Please do not send products back without contacting us first.

6. Return Address

Return instructions and the applicable return address will be provided after your return request has been reviewed and approved.

Do not send returns to the shipping origin or to any address shown on the original package unless Caytika specifically instructs you to do so.

7. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

We aim to process approved refunds within 5–7 business days after the return has been received and approved. Your bank or payment provider may require additional time to make the funds available.

Where applicable law requires a different refund timeframe, the legally required timeframe will apply.

8. UK Customers

If you are purchasing from the United Kingdom, you may have additional statutory rights under applicable UK consumer law.

For eligible online purchases, customers generally have a legal right to cancel within 14 days of receiving the goods, followed by a further period to return them. Certain exceptions apply.

These statutory rights apply in addition to any voluntary return rights offered by Caytika.

Nothing in this policy is intended to remove or restrict your statutory consumer rights.

9. Exchanges

We do not currently guarantee direct exchanges.

If you need a different product, size, color, or variant, we may recommend returning the original item and placing a new order, depending on availability.