Refund policy

Return & Refund Policy

We want you and your cat to love your LOFTCAT hammock. If something isn't right, we'll make it right.

30-day returns You have 30 days from the day your order is delivered to request a return. To be eligible, the hammock must be unused, in its original condition, and returned in its original packaging.

How to start a return Email us at loftcathelp@outlook.com with your order number and the reason for the return. Please don't send anything back before contacting us. We'll reply within 1–2 business days with return instructions and the return address. Items sent back without first requesting a return can't be accepted.

Damaged, defective or wrong items If your order arrives damaged, defective or isn't what you ordered, email us within 7 days of delivery with your order number and a photo of the issue. We'll send a free replacement or issue a full refund. You won't need to pay for return shipping.

Return shipping For returns that aren't due to our error (for example, a change of mind), the customer pays return shipping. We recommend a trackable service, as we can't refund items lost in return transit.

Refunds Once your return arrives and is inspected, we'll email you to confirm whether it's approved. Approved refunds go back to your original payment method within 5–10 business days. Original shipping charges, if any, are non-refundable.

Exchanges Want a different item? Return the original for a refund and place a new order.

Non-returnable items Digital products and gift cards can't be returned or refunded.

Contact us Questions? Email loftcathelp@outlook.com and we'll be happy to help.