Returns & Refunds
We'd rather be plain with you up front than surprise you after you've paid.
Changed your mind? 30 days.
You can return the Scratcher House within 30 days of delivery, provided it is unused and in its original packaging. Return shipping is paid by you. Once we receive it and check it over, we refund the purchase price to your original payment method, typically within 5–10 business days of it arriving back.
"Unused" means what it sounds like: if your cat has already scratched it, it can't be resold, and we can't accept it back as a change-of-mind return.
Arrived damaged or faulty? That's on us.
If it turns up damaged, broken, or with parts missing, email support@staynear.shop within 30 days with your order number and a photo. We will replace it or refund you in full, at our cost — you won't pay return shipping, and in most cases we won't ask you to ship anything back at all.
What we don't do
We don't offer an open-ended "if your cat ignores it, send it back" guarantee. We'd love to, but a returned piece of cat furniture can't be resold, and pretending otherwise would mean pricing that risk into what everybody pays. Instead we've tried to be honest on the product page about what this is, show you real photos of cats using it, and tell you exactly where to put it so it works.
How to start a return
Email support@staynear.shop with your order number and what's happened. We'll reply with the return address and instructions, usually within one business day. Please don't ship anything back before you've heard from us — returns sent without instructions can go missing.
— The StayNear Team