Return & Refund Policy

Last updated: July 29, 2026

At Whisker & Flow, we want you and your cat to love every purchase. If something isn't right, we'll make it right. Here's how returns and refunds work.

30-Day Money-Back Guarantee

You have 30 days from the date of delivery to request a return or refund on any item. If your cat won't use the product, if it doesn't meet your expectations, or if you simply change your mind, contact us at whiskersupport@gmail.com and we'll take care of you.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, stops working, or isn't what you ordered, email us within 30 days of delivery with your order number and a photo or short video of the issue. We will send a free replacement or issue a full refund — your choice. You will not be asked to pay for anything, and in most cases you will not need to ship the item back.

Change-of-Mind Returns

If there's nothing wrong with the item and you'd simply like to return it:

• Contact us at whiskersupport@gmail.com with your order number before sending anything back. Returns sent without prior approval cannot be refunded.
• Items must be unused, in their original packaging, and in resellable condition.
• Return shipping costs are the customer's responsibility.
• Once we confirm your return request, we'll provide the return address and instructions. In some cases, we may offer a partial refund that lets you keep the item instead — whichever you prefer.

Non-Returnable Items

For hygiene reasons, we cannot accept returns on opened or used replacement filters. Unopened filter packs in original packaging are returnable under the standard policy above.

Refund Processing

Approved refunds are issued to your original payment method within 2–5 business days of approval. Depending on your bank or card issuer, it may take an additional 3–10 business days for the refund to appear on your statement. We'll email you confirmation the moment your refund is processed.

Order Cancellations

Need to cancel or change your order? Email us at whiskersupport@gmail.com as soon as possible. We can cancel any order for a full refund before it ships, which is usually within 24 hours of purchase. Once an order has shipped, it falls under the standard 30-day return policy.

Late or Missing Orders

Every order ships with tracking. If your tracking hasn't updated in over 10 days, or your order hasn't arrived within 30 days of purchase, contact us — we will send a replacement or issue a full refund. You will never be left paying for an order that didn't arrive.

How to Start a Return or Refund

1. Email whiskersupport@gmail.com with your order number.
2. Briefly describe the issue (photos/video help us resolve things faster for damaged or defective items).
3. We respond within 24 hours on business days with next steps.

Questions about anything above? Reach us anytime at whiskersupport@gmail.com.