Refund policy

REFUND & RETURN POLICY

1. THE 30-DAY HAPPY CAT GUARANTEE

We want your cat to be obsessed with Evoset! If your cat doesn't love their toy, email support@evoset.ca within 30 days of delivery with your order number and a photo of the toy.

Here's what happens — your choice: we'll send you a different Evoset toy to try, or store credit for the full amount. No need to send anything back.

Prefer cash back instead? Ship the toy back to us with tracking at: Evoset Returns, 5005 Spruce Ave, Burlington, ON L7L 1M6, Canada. Once it arrives, we'll refund your original payment method in full. Return shipping is on you.

One claim per household. If we've already shipped a free replacement for an order, that order isn't eligible for the guarantee. Opened butterfly refill packs are consumables and aren't covered.

2. DAMAGED OR DEFECTIVE ON ARRIVAL

If your toy arrives with a mechanical issue (e.g., motor failure):

• Contact us within 7 days of delivery at support@evoset.ca with your order number and a short video of the issue.
• We'll ship a replacement immediately at no cost to you — no need to return the faulty toy.

Note: damage from enthusiastic play (chewed wire, torn butterfly) is normal wear-and-tear, not a defect — that's exactly why we sell Butterfly Refills.

3. CHANGE-OF-MIND RETURNS

Changed your mind? Email support@evoset.ca within 30 days of delivery with your order number. Items must be unused and in the original packaging. Ship the return to: Evoset Returns, 5005 Spruce Ave, Burlington, ON L7L 1M6, Canada. Return shipping is on you, so we recommend a tracked service.

4. CANCELLATIONS

Our fulfillment center processes orders within hours, so you have a 12-hour window to cancel by emailing support@evoset.ca. Once an order is with our logistics partners, it can't be cancelled and the options above apply.

5. REFUNDS

Approved refunds go back to your original payment method within 5–10 business days. Cash-back refunds under the Happy Cat Guarantee (Section 1) are always for the full product amount — no restocking fees, no deductions.

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 shipping deductions described elsewhere in this policy do 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).