Return and refund policy

RETURN & REFUND POLICY

Last Updated: Sep 2026

Website: www.mysacat.com.au

Jurisdiction: Australia

1. Our Commitment

At Mysacat, we stand behind the quality of every bag we ship. We want you and your cat to love our tofu litter. If something isn't right, we're here to make it right — quickly, fairly, and without unnecessary hassle.

2. 30-Day Satisfaction Guarantee

We offer a 30-day satisfaction guarantee from the date of delivery. If you are not satisfied with your purchase, please contact us and we’ll work with you to find a fair resolution.

Please note: Due to hygiene and safety reasons, we do not accept physical returns of opened litter products. Where appropriate, we may offer a replacement, refund, store credit, or another appropriate remedy at our discretion or where required under Australian Consumer Law.

3. Eligible Returns and Refunds

3.1 Faulty or Damaged Products

If your product arrives damaged, defective, or not as described, we will offer:

A replacement at no additional cost; or
A refund to your original payment method; or
Another appropriate remedy where required under Australian Consumer Law.

Please contact us within 5 days of receiving your order and include:

• Your order number

• A description of the issue

• Clear photographs of the damaged or faulty product.

Minor cosmetic damage to outer packaging that does not affect product quality may not qualify for a replacement, refund, or other appropriate remedy.

3.2 Incorrect Items Received

If you receive the wrong product, we will arrange a free replacement or refund. Please contact us within 5 days of delivery with your order number and a photo of the incorrect item received.

3.3 Lost or Missing Orders

If your order has not arrived within the estimated delivery window or appears to be lost, please contact us. We will investigate with the carrier and arrange a replacement or refund if the order is confirmed lost.

3.4 Unopened Products — Change of Mind

If you have changed your mind and the product is unopened, unused, and in its original sealed packaging, you may return it within 30 days of delivery for a refund or exchange. Return shipping costs are the responsibility of the customer for change-of-mind returns.

4. What We Do Not Refund

• Opened or used cat litter.

• Products returned after 30 days of delivery without prior approval

• Orders with incorrect delivery addresses provided by the customer

• Products damaged due to improper storage or normal wear and tear of packaging after delivery.

• Change-of-mind returns that do not meet the unopened condition requirement

• Sale or discounted items (unless faulty at the time of delivery under Australian Consumer Law)

5. How to Request a Return or Refund

To initiate a return or refund request:

Step 1: Email us at returns@mysacat.com.au with your order number, reason for the request, and any supporting photos.

Step 2: Our customer care team aims to respond within 2-3 business days with a resolution or further instructions.

Step 3: If a return is required, we will provide a prepaid return label (for eligible claims). For change-of-mind returns, a return shipping label will be provided at the customer's cost.

Step 4: Once your return is received and inspected (if applicable), we will process your refund within 5-7 business days.

6. Refund Processing

• Approved refunds are issued to the original payment method (credit/debit card, PayPal, Afterpay, etc.)

• Refund processing time is 5-7 business days after approval. Bank processing times may add an additional 2–5 business days.

• Store credits remain valid in accordance with applicable Australian law.

• We do not issue refunds in cash or to a different payment method than what was used for the original purchase.

7. Exchanges

We are happy to exchange products if stock is available. Exchanges are processed the same way as returns. If the replacement product is of a higher value, you will be charged the difference. If it is of lower value, the difference will be refunded.

8. Subscription Orders

For customers on a Mysacat subscription plan, you may pause, modify, or cancel your subscription at any time before the next billing date. Refund eligibility for subscription orders follows the same conditions outlined in this policy.

9. Bulk & Wholesale Orders

Bulk or wholesale orders (30 bags or more) are handled on a case-by-case basis. Please contact our team at wholesale@mysacat.com.au to discuss any return or refund requirements before placing a bulk order.

10. Australian Consumer Law

Under the Australian Consumer Law, you are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits or excludes your rights under the ACL.