Refund policy

REFUND & RETURN POLICY

1. THE 30-DAY HAPPINESS GUARANTEE

We want your cat to be obsessed with Evoset! If you or your pet are not 100% satisfied, we accept returns within 30 days of delivery for items in original, resalable condition.

  • Condition: Items must be unused, free of pet hair/debris, and in the original packaging. To process a satisfaction-based return, a short video will be requested showing that your cat is not engaged or interacting with the toy.

  • Exclusions: For hygiene reasons, opened 5-pack butterfly refills or toys that show clear signs of use (scratches, bite marks) are not eligible for return.

2. THE RETURN PROCESS

To start a return, email support@evoset.ca with your Order Number.

  • Return Shipping: Customers are responsible for the cost of return shipping. We recommend a tracked service, as we cannot refund items lost in transit back to us.

  • Shipping Fees: Original shipping costs are non-refundable. For orders that received "Free Shipping," our actual cost of shipping the item to you will be deducted from your final refund (does not apply to statutory EU returns, see Section 6).

3. DAMAGED OR MECHANICAL DEFECTS

If your toy has a mechanical issue (e.g., motor failure) upon arrival:

  1. Contact us within 7 days of delivery.

  2. Provide a short video of the issue to support@evoset.ca.

  3. We will ship a replacement immediately at no cost to you.

Note: Damage caused by your pet (chewing the wire, tearing the fabric) is considered normal wear-and-tear and is not a defect. We sell Butterfly Refills specifically for this reason! Once a free replacement item has been processed and shipped for an order, that transaction is considered fully resolved. Replacement orders are final sale and are not eligible for a monetary refund.

4. CANCELLATIONS

Because our fulfillment center processes orders within hours, you have a 12-hour window to cancel. Once an order is processed by our international logistics partners, it cannot be cancelled, and the standard return process must be followed.

5. REFUNDS

Once your return is received and inspected (typically within 3-5 business days of arrival), we will notify you of the approval or rejection. Approved refunds are processed back to your original payment method within 5–10 business days.

6. EUROPEAN UNION (EU) RESIDENTS ONLY: RIGHT OF WITHDRAWAL

If you are a consumer residing within the European Union, you possess a statutory right to cancel and withdraw from your contract within 14 days without giving any reason.

  • The 14-Day Window: The withdrawal period expires 14 days from the day on which you (or a designated third party other than the carrier) physically receive the final item of your order.

  • How to Exercise This Right: You can instantly initiate your cancellation or return via our self-serve portal at Evoset Customer Accounts or by notifying us via email at support@evoset.ca.

  • Return Deadline: You must mail the goods back to our return facility no later than 14 days from the day you communicate your withdrawal to us.

  • Return Shipping Costs: Per our store configurations, the customer bears the direct cost of return shipping for international returns.

  • Outbound Shipping Refunds: Upon an approved withdrawal, we will refund the full product price along with the cost of standard outbound delivery. Please note that premium, express, or upgraded shipping selections are non-refundable. The standard shipping cost deduction outlined in Section 2 does not apply to statutory EU withdrawals.

  • Refund Timing: We will process your refund within 14 days of receiving the returned goods back at our facility or receiving verifiable proof of return shipment.

  • Exceptions: Items that are unsealed after delivery are not eligible for withdrawal due to health protection and hygiene reasons (e.g., opened 5-pack butterfly refills).