Refund policy

Return & Refund Policy
Last updated: September 30, 2025

1. About Us & Contact Details

These Terms govern your use of Cat and Koi (ABN: 93 160 982 477) and purchases from it. For any questions, please contact us at: info.catandkoi@gmail.com

2. Your Legal Rights

Under the Australian Consumer Law, you have automatic consumer guarantees. If a product is faulty, damaged, not as described, or not fit for purpose, you are entitled to a repair, replacement, or refund — depending on whether the problem is major or minor. Nothing in this policy limits those rights.

Major vs Minor failures;

  • If a product has a major failure, you may choose a refund or replacement (not just a repair).
  • If a product has a minor failure, we will offer a repair; or a replacement/refund if repair is not reasonable.

3. Change of Mind

We do not accept returns or provide refunds for change of mind. Please choose carefully before completing your purchase.

4. Faulty, Damaged or Incorrect Items

If your order is faulty, damaged on arrival, or not what you purchased:

  • Contact us as soon as you notice the problem at: info.catandkoi@gmail.com. Include your name, order number, and clear photos of the item/packaging where relevant.
  • We will assess the issue and, if the ACL applies, offer an appropriate remedy (repair, replacement, or refund).
  • If we require the item returned and the issue is confirmed, we will reimburse reasonable return postage or transport costs — please keep receipts.
  • We do not charge restocking fees for items returned because they are faulty or incorrect.

5. Proof of Purchase

To request a remedy you will need to provide proof of purchase (order confirmation, receipt, tax invoice or bank/credit card statement). If you cannot provide these, we will try to locate your purchase in our system but may be unable to process the claim without reasonable evidence.

6. Refund Processing

Approved refunds will be processed back to your original payment method as soon as practical — typically within 10 business days. Actual timing depends on your payment provider.

7. Need Help?

For any questions, please contact us at: info.catandkoi@gmail.com
If we cannot resolve the issue, you may also seek assistance from Consumer Affairs Victoria or the ACCC.