RETURNS · REFUNDS POLICY

14-Day Return Policy

We want you (and your cat) to be completely happy with your MeAura cat tree. You have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be:

• In new, unused condition
• Unassembled
• In its original packaging with all accessories

Defective or Damaged Products

If your cat tree arrives with manufacturing defects or shipping damage:

• Full refund to your original payment method
• OR free replacement product
• We cover all return shipping costs
• No restocking fee applies

Conditions:

• Report the issue within 7 days of delivery
• Provide clear photos of the defect or damage
• Product must be unused (except for inspection)

Change of Mind Returns

We accept returns if you change your mind, subject to the following:

Return Shipping:

• Customer is responsible for arranging and paying return shipping
  
• Estimated cost: A$20-50 depending on your location
• Return address will be provided upon approval

Exchanges

We accept exchanges for different wood finishes or sizes (subject to availability).

• No restocking fee for exchanges
• Customer pays return shipping costs
• Price difference applies if exchanging to higher-priced item
• Request within 14 days of delivery

How to Request a Return or Exchange

Step 1: Contact Us

Email: info@meaura.com.au

Include:

• Your order number
• Reason for return (defective/change of mind)
• Photos (if defective)
• Preferred resolution (refund/replacement/exchange)

Step 2: Await Approval

We'll review your request and respond within 24 hours with:

• Return authorization
• Return address
• Return instructions

Step 3: Ship the Item

• Arrange return shipping (customer's responsibility for change of mind)
• Use tracked shipping service
• Pack securely in original packaging

Step 4: Receive Refund

• We inspect the returned item within 3-5 business days
• Approved refunds are processed within 10 business days
• Refund issued to your original payment method
• You'll receive email confirmation

Refund Processing Time

• Inspection: 3-5 business days after we receive the return
• Refund processing: 10 business days
• Bank processing: Additional 5-10 business days
• Total time: Approximately 3-4 weeks from return shipment

Partial Refunds (if applicable)

Occasionally, partial refunds may be granted in specific situations:

• Items returned not in their original condition, damaged, or with missing parts due to customer handling. The partial refund amount will be calculated based on the retail value of the missing or damaged parts, deducted from the total refund.

Sale Items (if applicable)

Please be advised that exclusively regular-priced items are eligible for refunds; unfortunately, sale items cannot be accommodated for refunds.

Non-Returnable Items

The following items cannot be returned:

• Items damaged due to misuse or improper assembly
• Items returned after 14 days
• Items not in original packaging

Australian Consumer Law

This policy does not affect your rights under the Australian Consumer Law (ACL).

You are entitled to:

• A replacement or refund for a major failure
• Compensation for any other reasonably foreseeable loss or damage
• Have the goods repaired or replaced if they fail to be of acceptable quality

For defective products, no fees or charges apply under ACL.

Quality Guarantee

Every MeAura cat tree undergoes rigorous quality inspection before shipping. We use premium solid wood and natural materials, handcrafted to order for lasting quality.

We're confident you'll love your cat tree!

Contact Us

Questions about returns or exchanges?

Email: info@meaura.com.au
Response time: Within 24 hours

Business hours: Mon-Fri 9am-5pm AWST