Refund policy

Effective Date: October 26, 2026

At Linen Cat Trees, we want you to be satisfied with your purchase. This Return & Refund Policy explains our return and exchange process, eligibility requirements, refund procedures, and how we handle damaged, defective, or incorrect items.

This policy applies to eligible orders shipped to the 48 contiguous states of the United States.

1. Return Window

You may request a return within 30 days of the delivery date.

To be eligible for a return, the item must generally meet the following conditions:

  • Be unused and in resalable condition.

  • Be free of pet hair, odors, stains, scratches, and other signs of use.

  • Not be damaged as a result of misuse, improper assembly, or outdoor use.

  • Include all original parts, hardware, accessories, and instructions.

  • Be returned in its original packaging when reasonably possible.

For cat trees and other pet furniture, we strongly recommend inspecting the product before beginning assembly.

Because assembled or pet-used furniture may not be resalable, returns of assembled or used items may be declined or may qualify for a partial refund depending on the item's condition and applicable law. We will review each case individually and explain any proposed resolution before proceeding.

These conditions do not limit any rights you may have under applicable law regarding defective, damaged, or incorrectly supplied products.

2. Items That May Not Be Eligible for Return

Returns may be declined if:

  • The return request is made more than 30 days after delivery, subject to applicable law.

  • The item has been used by a pet and is no longer in resalable condition.

  • The item has excessive pet hair, odors, stains, scratches, or other signs of use.

  • The item has been damaged through misuse, improper assembly, outdoor use, or failure to follow product instructions.

  • Required parts, hardware, or accessories are missing.

  • The item is a gift card.

  • The item was clearly identified as final sale and non-returnable before purchase, where permitted by law.

If a returned item does not meet the applicable return requirements, we will review its condition and notify you of the available options. Any refusal or adjustment will be handled in accordance with applicable law.

3. Defective, Damaged, or Incorrect Items

If your order arrives damaged, the product is defective, or you receive the wrong item, please contact us at service@linencattrees.com as soon as possible. We recommend contacting us within 7 days of delivery so we can investigate and resolve the issue promptly.

Please include:

  • Your order number.

  • A description of the issue.

  • Clear photos of the product.

  • Photos of the shipping box and packaging, if the item was damaged during shipping.

Please keep the damaged product and original packaging until we have reviewed your request, if reasonably possible.

If we confirm that the issue resulted from a product defect, shipping damage, or an error on our part, we will arrange an appropriate resolution. Depending on the circumstances, this may include a replacement, direct exchange, or refund.

Linen Cat Trees covers the shipping costs for approved returns and exchanges, including cases involving defective, damaged, or incorrect items. We will provide return instructions and arrange the appropriate shipping method when a return shipment is required.

4. How to Request a Return

To request a return:

  1. Email service@linencattrees.com within 30 days of delivery.

  2. Include your order number, the item you wish to return, and the reason for your request.

  3. Wait for our team to review your request and provide return instructions.

  4. Pack the item securely, including all required parts, hardware, accessories, and instructions.

  5. Follow the return shipping instructions provided by our customer service team.

  6. Keep any tracking information until your return has been processed.

Please contact us before sending an item back. We will provide the appropriate return instructions and shipping arrangements. This helps ensure your return is handled correctly and that you do not incur unnecessary shipping costs.

5. Return Shipping Costs

Linen Cat Trees covers the shipping costs for approved returns and exchanges. Customers are not required to pay return or exchange shipping fees for requests handled under this policy.

This applies to eligible change-of-mind returns as well as approved returns or exchanges involving defective, damaged, or incorrect items.

Please contact us before arranging a return shipment. We will provide instructions for the return and explain how the shipping arrangements will be handled.

We do not require customers to pay return shipping costs as a condition of requesting an eligible return or exchange under this policy.

6. Exchanges

We offer exchanges for eligible products. You do not need to return an item and place a separate new order as the standard exchange process.

To request an exchange:

  1. Email service@linencattrees.com with your order number.

  2. Tell us which item you would like to exchange and the product you would prefer instead.

  3. Our team will review your request and confirm the available exchange options.

  4. We will provide instructions for the exchange and coordinate any necessary shipping arrangements.

  5. Once the exchange is approved, we will explain the next steps for returning the original item, if required, and receiving the replacement.

We cover the shipping costs for approved exchanges.

Exchange availability depends on product availability and the circumstances of the request. If the requested replacement is unavailable, we will work with you to determine an appropriate alternative, which may include another product or a refund where applicable.

Please wait for our instructions before shipping an item back.

7. Return Inspection

Once we receive a returned item, we will inspect its condition to determine whether it meets the requirements of this policy.

If the item is used, assembled, damaged, missing required parts, or otherwise does not meet the applicable return requirements, we will notify you of our findings and explain the available options.

Depending on the circumstances and applicable law, the resolution may include accepting the return, offering a partial refund, or declining the return when permitted.

We will communicate any proposed refund adjustment before processing it.

8. Refunds

If your return is approved, the refund will generally be issued to the original payment method.

Approved refunds are generally processed within 5–10 business days after we receive and inspect the returned item.

After we issue the refund, your bank or payment provider may require additional time to post the credit to your account.

Refunds generally cover the purchase price of the returned item. Because we offer free standard shipping, no standard shipping fee is charged at checkout for eligible orders.

We do not deduct return shipping fees from approved refunds under this policy. Any adjustment related to the condition of a returned item will be reviewed individually, communicated to you, and handled in accordance with applicable law.

If a refund is approved without requiring the item to be returned, we will explain the applicable refund arrangements when confirming the resolution.

9. Orders Returned Because of an Incorrect Address or Refused Delivery

Please review your shipping address carefully before completing your order.

If a package cannot be delivered because of an incorrect or incomplete address, refused delivery, or another delivery issue, please contact us as soon as possible.

We will review the circumstances and work with you to determine an appropriate solution, which may include reshipment, a return, or a refund where applicable.

We offer free standard shipping on eligible orders, and we cover the shipping costs for approved returns and exchanges under this policy. Please contact us before arranging a reshipment or return so we can provide instructions and confirm the appropriate resolution.

10. Order Cancellations

If you need to cancel an order, please contact us as soon as possible at service@linencattrees.com.

If your order has not yet shipped, we will generally be able to cancel it and issue a refund.

Once an order has shipped, we may not be able to cancel the shipment. After delivery, you may request a return or exchange in accordance with this policy.

Any approved refund will be processed according to the applicable refund procedures described above.

11. Shipping Area

We currently ship only to the 48 contiguous states of the United States.

We do not currently ship to:

  • Alaska

  • Hawaii

  • Washington, D.C.

  • Puerto Rico or other U.S. territories

  • P.O. boxes

  • APO, FPO, or DPO addresses

  • Addresses outside the 48 contiguous states

This Return & Refund Policy applies to eligible orders shipped within our service area.

12. Contact Us

If you have questions about a return, exchange, refund, damaged item, or defective product, please contact us:

Linen Cat Trees
Email: service@linencattrees.com
Website: https://linencattrees.com/

Our customer service hours are:

Monday–Friday
9:00 AM–5:00 PM Eastern Time

We aim to respond to customer inquiries within 1–2 business days, excluding U.S. federal holidays.

When contacting us about an existing order, please include your order number so we can assist you more efficiently.

13. Policy Updates

We may update this Return & Refund Policy from time to time to reflect changes to our products, return procedures, or business practices.

Any updates will be posted on this page with a revised effective date. We encourage customers to review this page periodically for the latest information.