Returns and refunds
30 days to change your mind
If your cat ignores it, or the piece isn't what you expected, tell us within 30 days of delivery and we'll make it right.
How to start
Email contact@kraftpaw.com with:
- Your order number
- A sentence on what didn't work
- A photo, if the item arrived damaged or faulty
We answer within one business day and tell you exactly what happens next. Depending on the situation, that will be a refund, a replacement, or a return — we'll confirm which before you do anything, so you're never left guessing or out of pocket.
Damaged, faulty, or wrong item
Send us a photo and we'll replace it at no cost or refund you in full — your choice. You won't be asked to ship it back.
When your refund arrives
Approved refunds are processed within three business days, back to the original payment method. Depending on your bank, it appears within 5–10 business days after that.
Condition
Items should be in the condition you received them, minus normal use by your cat. We're not going to reject a claim because a scratcher has been scratched — that's what it's for.
A note on cardboard
Corrugated scratchers are consumable by design. Yours will shed flakes as your cat uses it — that's the material working as intended, not a defect. The bamboo frame is built to last for years; if it fails, that's covered.
Cancelling an order
Write to us as soon as you can. If the order hasn't been dispatched, we'll cancel and refund it in full.
EU and UK customers
Where local law grants a statutory right of withdrawal, that right applies in addition to this policy and is never reduced by it.