Refund and Returns Policy

At Frostmeow, we take pride in crafting handmade wool cat caves with care and quality. Please read our return and refund policy carefully.

1. 7-Day Return Window

You may request a return within 7 days of receiving your item if you are not satisfied with your purchase. Conditions include:

  • The item must be unused, undamaged, and in original condition.

  • To request a return, contact us at [email protected] with your order number and reason for return.

  • Return shipping is the customer’s responsibility unless the return is due to our error.

2. Defective or Damaged Items (Our Fault)

If the product arrives defective or is damaged in transit, you may request:

  • A replacement product (with a reshipment fee of 35,000 VND)

  • Or a full refund, processed within 7 days after we receive the returned product

Example: If the stitching is coming undone or the wrong size was sent, we consider this our fault and the product qualifies for exchange or refund.

3. No Exchanges for User-Induced Errors

We do not accept returns or exchanges for errors caused by customers. This includes but is not limited to:

  • Ordering the wrong size or color

  • Damage caused by pets (scratches, bites, torn fabric)

  • Improper washing or care of the product

Example: If you select a small size and your cat doesn’t fit, or if the item was chewed by your pet, we cannot offer a replacement or refund.

4. Refunds Processing

Approved refunds will be credited to your original payment method within 7 business days after we inspect the return. Shipping fees are non-refundable.

5. Return Instructions

To request a return or refund, please contact us via:

Include your order number, issue description, and photo evidence (if applicable).

We appreciate your understanding and are here to support your shopping experience at Frostmeow.