Refund policy
45-Day Cat Approval Guarantee
Every cat is different, so you get 45 days from delivery to let yours decide. If your cat hasn't taken to her Instinct Basket within 45 days of delivery, email us at hey@mewloom.com with your order number. We'll send return instructions, and once the basket is back with us we'll refund the full purchase price of the returned item(s). Customers are responsible for the cost of return shipping. We issue the refund as soon as the returned item is received at our facility.
Order cancellations
You can cancel your order within 1 hour of placing it. Orders are processed quickly, so once this window has passed and the order has been registered with our warehouse, it can no longer be stopped. If you no longer wish to receive the product after that:
- Return the product: send it back to our return center at your own expense. Once we receive it, we will issue a full refund.
- Partial refund: keep the product and receive a 20% refund once it has been delivered, without returning it. Please provide a photo as proof of delivery.
Returns and refunds can only be arranged once your order has been delivered.
Change of address
Email hey@mewloom.com with your order number, the current and the new delivery address. Address changes can only be made within the 1-hour cancellation window.
1-year warranty
All Mewloom orders include a one-year warranty. To request a refund or replacement under this warranty, send us details and supporting evidence (photos or videos) of the issue. Our team will review your claim promptly. If you have questions about color, material or size, please contact us before you order.
Damaged or faulty items
If your item arrives damaged or is faulty, we will send a replacement at no additional cost. Replacements ship with standard delivery (5–7 business days).
Lost parcels
If your package is lost, we will send a replacement. If you prefer a refund instead, we require a waiting period of 18 days to allow for late delivery.
Change of mind
If you no longer want or need the product, you are covered by our 1-year warranty. Whether the product is faulty, damaged or you simply change your mind, contact us to arrange a return. Return shipping for change-of-mind returns is paid by the customer.
Contact
hey@mewloom.com