Refund policy
We want you to be satisfied with your TimberPawsCo purchase. Please review the following conditions before requesting a return.
30-Day Return Period
For eligible standard products, you may request a return within 30 days after delivery.
To qualify for a return, the item must be:
- Unused and in its original condition
- Unassembled, unless assembly was necessary to discover a defect
- Free from pet hair, scratches, stains, odors, or other signs of use
- Returned with all parts, accessories, instructions, and original packaging
- Accompanied by proof of purchase
Contact us at service@timberpawsco.shop before returning anything. Unauthorized returns may not be accepted.
Do not send a return to our listed business address unless we have provided written return instructions.
Handmade and Natural Variations
Our cat trees are handmade and may contain natural wood.
Differences in wood grain, knots, texture, shape, dimensions, and color are normal characteristics of natural and handcrafted products. Reasonable natural variations are not considered defects.
The exact materials, dimensions, colors, and features may vary by model and are listed on each product page.
Customized and Made-to-Order Products
Products made to your specifications, personalized products, customized products, and clearly made-to-order products cannot normally be returned because you changed your mind.
This exclusion does not apply when a product arrives damaged, defective, materially different from the order, or when applicable law provides otherwise.
Non-Returnable Items
The following items are not eligible for change-of-mind returns:
- Customized or personalized products
- Made-to-order products
- Products showing signs of use
- Products damaged through incorrect assembly, misuse, or improper storage
- Products missing parts or original packaging
- Gift cards
- Clearance or final-sale products identified as non-returnable before purchase
Your legal rights regarding defective or misdescribed goods are not affected.
Return Shipping
Customers are normally responsible for return shipping costs for change-of-mind returns.
Because cat trees can be large or heavy, we recommend using a trackable and insured shipping service. TimberPawsCo is not responsible for returns lost or damaged during return transportation.
When an item is confirmed to be damaged, defective, or incorrect, we will provide an appropriate remedy and cover reasonable return shipping when required.
Original shipping costs are non-refundable unless the return results from our error or applicable law requires reimbursement.
Damaged, Defective, or Incorrect Products
Please contact us as soon as possible after delivery, ideally within 48 hours, if your order is damaged, defective, incomplete, or incorrect.
Include your order number and clear photographs or videos showing the product, packaging, shipping label, and problem.
Depending on the circumstances, we may offer:
- A replacement part
- Repair assistance
- A replacement product
- A partial refund
- A full refund
The appropriate solution will depend on the nature of the issue and applicable consumer law.
Exchanges
We do not guarantee direct exchanges because product availability may change.
The simplest option may be to return an eligible product and place a new order after the return has been approved.
Cancellations
Contact us immediately if you need to cancel an order.
We cannot guarantee cancellation after production, customization, processing, or shipment has started. Customized or made-to-order products may not be cancellable once materials have been prepared or work has begun.
Refunds
We will notify you after receiving and inspecting an approved return.
Approved refunds are issued to the original payment method. We normally initiate the refund within five business days after approval, although your bank or payment provider may require additional processing time.
Please contact us if more than 15 business days have passed since your refund was approved.
European and UK Customers
Where applicable, consumers in the European Economic Area or United Kingdom may have statutory cancellation rights for eligible distance purchases.
These rights may not apply to goods made to the customer’s specifications or clearly personalized. Mandatory rights concerning defective or misdescribed products remain unaffected.
Contact
Email: service@timberpawsco.shop