Refund policy

Our promise

We want every order to arrive in perfect shape and every cat to enjoy it. If something goes wrong, tell us and we'll make it right.

Damaged, wrong or missing items

If your order arrives damaged, opened, with the wrong item or with items missing, email us within 48 hours of delivery at the address below. Please include your order reference and clear photos of the item and the outer packaging.

Once we've checked, we'll send a replacement or refund the affected items, whichever you prefer.

Parcel not delivered

If your tracking shows delivered but you haven't received it, or the parcel hasn't arrived 7 days after the estimated delivery date, email us and we'll investigate with the courier. If it can't be found, we'll reship or refund.

Returns of food products

Cleos treats are food, so for hygiene and safety we can't accept returns of opened or used packs, or returns for a change of mind. Unopened packs are not returnable once delivered unless they arrived damaged or incorrect, as above.

If your cat isn't keen

Every cat has opinions. If yours isn't interested, tell us what happened. We read every message and review each case individually, and where we can, we'll make it right.

Cancellations

You can cancel an order before it is dispatched by emailing us with your order reference. Once an order has shipped, it can't be cancelled.

How refunds are paid

Approved refunds go back to the original payment method. After we approve a refund, it usually shows in your account within 5 to 7 business days, depending on your bank or payment provider.