Refund policy

 

Thank you for shopping with Scratchly. We want you to feel confident with your order.

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To start a return, contact us at support@scratchlypets.com with your order number and reason for return.

To be eligible for a return, your item must be in the same condition that you received it, unused or gently inspected, with all original parts, accessories, and packaging included.

Items sent back without first requesting a return may not be accepted.

Damages and Issues

Please inspect your order when it arrives. If your item is defective, damaged, or you received the wrong item, contact us immediately at support@scratchlypets.com with your order number and photos of the issue so we can make it right.

Non-Returnable Items

For safety and hygiene reasons, items that show heavy use, damage caused by the customer or pet, missing parts, or damage from improper use may not be eligible for a refund.

Refunds

Once your return is received and inspected, we will notify you whether the refund is approved. If approved, your refund will be processed back to your original payment method.

Please remember it can take your bank or credit card provider additional time to process and post the refund.

Exchanges

The fastest way to get the item you want is to return the item you have. Once your return is approved, you can place a new order.

Contact

For return questions, contact us at:
support@scratchlypets.com