Returns & Refunds Policy
At The Apartment Cat, we expect all goods to arrive in royal condition. Should something dare arrive beneath our standards — blame the courier, not His High-ness — we shall assist, but only if protocol is properly observed.
🕰 Return window
You have 14 days from the date your order is delivered to request a return.
After that, the window closes, and the Crown forgets you ever existed.
✅ Return eligibility
To be eligible for a return:
- The item must be unused, unworn, unwashed, with tags still attached, and returned in the original packaging.
- You must provide a receipt or proof of purchase.
- It must look, smell, and behave as though it never escaped the palace.
Items that arrive in a “well-loved” condition (i.e., chewed, scratched, drooled upon) will not be accepted.
✉️ How to request a return
Before sending anything back, you must first email us at servant@theapartmentcat.com.
Unauthorised returns will be rejected — possibly mocked.
If your return is approved, we will provide:
- The return address
- Instructions for dispatching the item back to Court
Note: Return shipping costs are the responsibility of the servant (you), unless the return is due to a mistake on our part (defective or incorrect item).
🚫 Items that cannot be returned
The following are not eligible for return or refund:
- Perishable goods (food, treats, etc.)
- Personal care items (grooming products, bedding already opened, etc.)
- Customised or personalised items
- Hazardous materials
- Sale items or gift cards
If you are uncertain whether your item qualifies, email us before attempting a rebellion.
🐾 Premium pet food satisfaction guarantee
For premium pet food brands sold through The Apartment Cat, we honour manufacturer quality-assurance or satisfaction-guarantee policies.
If a product qualifies under a manufacturer’s official return programme — for example, where a pet refuses to eat a food or a quality concern arises — the return will be processed in accordance with that brand’s published guarantee.
Such returns will be free of charge to the customer, provided the claim meets the manufacturer’s conditions and is made within the applicable guarantee period.
Please contact us at servant@theapartmentcat.com before initiating any return relating to pet food so we can guide you through the correct process.
Hill’s Satisfaction Guarantee
Hill’s products are covered by the Hill’s 100% Satisfaction Guarantee. If your cat is not satisfied, contact us and Management will assist with the return process in line with Hill’s guarantee terms
⚔️ Damaged or incorrect items
Inspect your order immediately upon receipt.
If the item is damaged, defective, or incorrect, contact us within 3 days of delivery at servant@theapartmentcat.com, attaching clear photos where possible.
If approved, we will arrange a replacement, repair, or refund as required by applicable consumer protection laws and the circumstances of the claim.
🔄 Exchanges
We do not process direct exchanges.
If you desire another item, you must:
- Request a return for the original item.
- Once approved, place a new order for the desired item.
💸 Refunds
Once your return is received and inspected:
- We will notify you of the approval or rejection.
- If approved, a refund will be processed to your original payment method within 7–10 business days.
If 15 business days have passed and your refund has not arrived, kindly email us at servant@theapartmentcat.com.
We shall dispatch a search party.
Business Information
The Apartment Cat is operated by The Velvet Syndicate (Pty) Ltd.
Registration Number: 2024/551089/07
188A Elizabeth Street, Annlin, Pretoria, Gauteng, 0066, South Africa
Email: servant@theapartmentcat.com
Telephone: +27 64 521 5564
Consumer Rights
Nothing in this Returns & Refunds Policy limits any rights afforded to consumers under the Consumer Protection Act, 2008.
Where goods are defective, unsafe, or fail to meet the standards of quality required by law, customers may be entitled to a repair, replacement, or refund in accordance with applicable consumer protection legislation.
The Apartment Cat will always honour its obligations under South African consumer law.
This policy is in accordance with the Consumer Protection Act (No. 68 of 2008) of South Africa. Nothing in this policy limits your statutory rights.
