Refund policy

Last updated: December 17, 2025

At Catmatik, we want you to be completely satisfied with your self-cleaning litter box. We have put in place a clear and transparent return policy.

Your return period depends on the country your order is delivered to:

Delivery country	Return period	Return shipping
France (mainland)	30 days from receipt of your order	Free — prepaid return label
All other countries	14 days from receipt of your order	Free — prepaid return label

POLICY SUMMARY

Condition	Details
Withdrawal period	France: 30 days from receipt of your order (money-back guarantee). All other countries: 14 days from receipt of your order.
Warranty period	2 years (breakdowns and malfunctions).
Return shipping (change of mind)	Free — prepaid return label provided by Catmatik, in France and in all other countries.
Return shipping (breakdown / warranty)	Paid by Catmatik (prepaid label provided, in France and in all other countries).
Restocking fee	None ($0.00), in France and in all other countries.
Return must be shipped within	14 days of receiving the return label.
Refund timeline	Within 14 days at the latest from collection of the product (usually 5–10 business days).

1. RETURN PERIOD (RIGHT OF WITHDRAWAL)

Your legal right: under Articles L.221-18 et seq. of the French Consumer Code, you have a statutory period of 14 days from receipt of your order to exercise your right of withdrawal, without having to give any reason. For orders delivered in France, Catmatik extends this period to 30 days as a commercial gesture. In all cases, Catmatik covers the cost of return shipping.

Orders delivered in France: you have 30 days from the date you receive your order to change your mind and return the product to us. If more than 30 days have passed since delivery, we unfortunately cannot offer you a refund on this basis.
Orders delivered to all other countries: you have 14 days from the date you receive your order to change your mind and return the product to us. If more than 14 days have passed since delivery, we unfortunately cannot offer you a refund on this basis.

2. ACCEPTANCE CONDITIONS (FOR WITHDRAWAL)

A litter box that has been used is still accepted. It is a litter box: your cat uses it, so there will inevitably have been waste in it. You are entitled to try it as you would in a store, and doing so does not cause you to lose your right to a refund. We simply ask you to follow the return rules below.

2.1 Within the first 14 days (statutory right of withdrawal, all countries)

You are exercising your legal right and do not need to give a reason. The product is refunded in full, including the original shipping costs at the standard shipping rate. In accordance with Article L.221-23 of the French Consumer Code, you have 14 days to send the product back to us from receipt of your return label.

Before shipping, please:

empty and clean the litter box, for hygiene reasons;
return it complete, with its accessories, cables and user manual;
pack it in its original box if you have kept it, or otherwise in packaging that protects it during transport.

As provided by law, a deduction may be applied to the refund if the product has lost value as a result of handling beyond what is necessary to try it: broken device, missing part, intentional damage.

2.2 From day 15 to day 30 (Catmatik commercial gesture, orders delivered in France only)

For orders delivered in France, beyond the statutory period, we continue to take back your litter box for up to 30 days. For orders delivered to all other countries, the return period ends on day 14 and this section does not apply. Because this goes further than the law requires, it comes with specific conditions. For a full refund, the return must meet the following requirements:

Original box — the device is returned in its original box, in good condition, with its packing inserts.
Litter box cleaned — emptied and cleaned, with no visible residue or lingering odor.
No damage — no broken, cracked or missing parts.
Free gifts and accessories — they are returned in their original packaging, unused. Otherwise, their retail value is deducted from the refund.
Photo of the litter box — you may send a photo to customer support before shipping. This is not mandatory, but it speeds up approval of the return.

If any of these requirements is not met between day 15 and day 30, we will offer you a partial refund that takes the condition of the product into account, rather than refusing the return outright. You remain free to decline this offer and have your device sent back to you, at your own expense.

In all cases, a receipt or proof of purchase will be required.

3. RETURN PROCESS

To start a return, please follow these steps:

Contact us by email at support@catmatik.com with your order number.
State the reason: “Withdrawal” or “Breakdown/Warranty.”
We will send you the instructions:
- For a withdrawal (30 days in France, 14 days in all other countries): we will send you a prepaid return label (free), wherever your order was delivered. You pay nothing upfront.
- For a warranty claim (breakdown): we will send you a prepaid return label (free), wherever your order was delivered.
Return address: Wall Agency (SAV Catmatik) 71 rue Jean de Bernardy 13001 Marseille, France

4. RETURN SHIPPING AND RESTOCKING FEES

Return shipping:
- Change of mind: Catmatik covers 100% of return shipping costs and provides the prepaid label. The original shipping costs are also refunded to you, at the standard shipping rate.
- Error or breakdown: Catmatik covers 100% of return shipping costs.
Restocking fee:
- We charge no restocking fee ($0).

5. REFUNDS

Once your return has been received and inspected in Marseille, we will send you a confirmation email. If the return meets the conditions, your refund will be processed automatically to your original payment method, no later than 14 days after collection of the product (usually within 5–10 business days).

6. EXCHANGES

Within your return period (30 days in France, 14 days in all other countries), if you would like to exchange a product (for example, for a different color), the simplest option is to return the item for a refund and place a separate new order.

7. 2-YEAR WARRANTY (BREAKDOWNS AND DEFECTS)

Independently of the right of withdrawal, all our electronic devices come with a 2-year commercial and legal warranty.

What is covered: motor failures, sensor malfunctions, and any electronic defect occurring under normal use.
What is not covered: accidental breakage, water damage (immersion of electronic components), or damage caused by misuse.
How it works: in the event of a confirmed breakdown during the 2 years, contact support. We will either repair your device or replace it with a new one. In this case, all shipping costs (both ways) are paid by Catmatik.

8. MODEL WITHDRAWAL FORM

You may use the template below, without obligation, and send it to us by email at support@catmatik.com or by mail to the return address given in section 3.

To Wall Agency (Catmatik), 71 rue Jean de Bernardy, 13001 Marseille — support@catmatik.com

I hereby give notice that I withdraw from my contract of sale of the following goods:

— Ordered on: ............... / Received on: ...............
— Order number: ...............
— Name of consumer(s): ...............
— Address of consumer(s): ...............
— Signature (only if this form is notified on paper): ...............
— Date: ...............

9. CONTACT

For any return request or warranty claim:

Email: support@catmatik.com

Contact form: Click here

Phone number: +33 6 58 45 08 79 (WhatsApp)

Customer service and return address (France): 71 rue Jean de Bernardy, 13001 Marseille, France

Business hours:
Monday – Friday: 8:00 a.m. to 6:00 p.m. (GMT+01:00)
Saturday – Sunday: 10:00 a.m. to 6:00 p.m. (GMT+01:00)

Response time: We reply within 1 business day.