Returns & Refunds – ComfyCat

We want you and your cat to be genuinely happy with your Bac à litière pour chat automatique ComfyBox Pro and accessories. If something isn’t right, we’ll do our best to help.

1. How to Request a Return

To start a return, please email help@comfycat.com with:

• Your order number
• Le product(s) you want to return
• A short explanation of why you’d like to return
• Photos or a short video if the item is damaged or faulty

We’ll reply with step-by-step instructions and the correct return address.

2. 30-Day Satisfaction Refund

Unless otherwise stated at checkout:

• Vous avez 30 jours à compter de la date de livraison pour demander un remboursement de satisfaction.
• After 30 days, normal satisfaction refunds no longer apply, except in cases of clear product fault.

Your statutory consumer rights may give you additional protections; these are not affected.

3. Condition of Returned Items

To be eligible for a refund within the 30-day period:

• The product must be returned clean and in reasonable condition.
• All original parts and accessories (power cable, adapter, waste drawer, etc.) should be included.
• Where possible, use the original packaging or equivalent sturdy packaging.

We will inspect each returned item and apply the following:

• Inutilisé et dans son état d'origine

  You receive a remboursement intégral once we receive and check the product.

• Utilisé mais fonctionne toujours correctement

  You receive a remboursement déduction faite des frais de port initiaux once we receive and check the product.

If a product is returned in very poor condition (excessive damage, missing parts, heavy soiling), we may apply a partial refund to cover cleaning or refurbishment costs.

4. After 30 Days

After 30 days from delivery:

• We normally do not offer full satisfaction refunds unless there is a clear product fault.
• If there is no product fault (for example your cat refuses to use the box or you changed your mind late), we may, at our discretion, offer a remboursement partiel ou avoir en magasin en guise de geste de bonne volonté.
• If there is a genuine fault or defect, we will handle the case under our faulty product / warranty process (which may involve troubleshooting, spare parts or a replacement).

5. Faulty or Damaged Items

If your product arrives damaged or develops a fault:

• Courrier électronique help@comfycat.com with your order number, a description of the problem and clear photos or a short video.
• Our support team will troubleshoot and may propose a repair, spare part or replacement according to our warranty rules.

Where a manufacturing defect is confirmed, we will repair or replace the item in line with our warranty terms.

6. Refunds

Once we receive and inspect your return:

• We will email you to confirm whether your refund is approved (full or partial).
• Approved refunds will be processed to your original payment method.
• Depending on your bank or payment provider, it may take 5–10 business days for the refund to appear.

Original shipping costs are not refunded for used but working products, in line with the policy above.

7. Exchanges

If you would prefer an exchange (for example, a replacement unit), please mention this in your email. We’ll confirm what’s possible based on stock availability and the condition of your returned product.

8. Subscriptions

For litter or other subscription products:

• You can cancel or pause upcoming shipments by contacting us at help@comfycat.com before your next billing/shipping date.
• If a shipment has already been processed, standard return rules apply.

9. Your 14-Day Right of Withdrawal (EU/EEA)

If you are a consumer resident in the EU/EEA, you have the right to vous rétracter de votre achat dans les 14 jours without giving any reason. This statutory right is in addition to — and does not replace — our voluntary 30-day satisfaction policy above (which gives you longer).

The withdrawal period expires 14 days from the day on which you (or someone you nominate) take physical possession of the goods.

How to withdraw

• Tell us with a clear statement of your decision to withdraw — by email to help@comfycat.com or using the Model Withdrawal Form below.
• To meet the deadline, send your communication before the 14-day period ends.

Effects of withdrawal

• We will reimburse all payments received, including standard delivery costs, within 14 days of being informed of your decision, using the same means of payment you used.
• We may withhold reimbursement until we have received the goods back, or you have supplied proof of return.
• You must send the goods back without undue delay and within 14 days of telling us. You bear the direct cost of returning the goods.
• You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature and functioning.

Exceptions. The right of withdrawal does not apply to sealed goods that are not suitable for return for health or hygiene reasons if they were unsealed after delivery (this may apply to certain litter and waste-bag products), or to goods made to your specification. Your statutory rights in respect of faulty goods are unaffected.

10. Formulaire de rétractation

You may (but do not have to) use this form to exercise your right of withdrawal. Complete and return it to us only if you wish to withdraw from the contract.

To: Petra Srl (ComfyCat), Monte Napoleone 20, Milan (MI), Italy — email: help@comfycat.com

• I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
• Ordered on (*) / received on (*):
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s) (only if this form is notified on paper):
• Date:

(*) Delete as appropriate.

11. Questions?

If you’re unsure whether your order qualifies for a return or how to pack the product, email us at help@comfycat.com and we’ll guide you.