Returns & refunds

Last updated 2026-09-14

90-night trial. Cats take a fortnight to accept anything new, so a two-week return window is useless. Take three months. If your cat will not use it, we refund you in full and you do not have to ship it back.

The short version

You have 14 days to cancel under UK/EU law, no reason needed.
We give you longer than that — see the guarantee above — because a few days is not enough to judge this product.
Refunds go back to the card you paid with, within 5–10 business days of us approving them.

How to start a return

Email support@felispring.com with your order number. We reply within one business day with instructions. Do not send anything back before you hear from us — returns without a reference are hard to match to an order.

Who pays return postage

If the item is faulty, wrongly described or we sent the wrong thing, we pay. If you simply changed your mind, you pay the return postage, unless our guarantee above says otherwise.

Condition

Under the guarantee you may use the product properly — that is the point of a trial. You are only liable for a reduction in value caused by handling beyond what is needed to establish whether it works for you.

Items we cannot take back

Sealed goods that are not suitable for return for health or hygiene reasons, if the seal has been broken. This is a statutory exception and it is narrow — it does not cover ordinary use of the products on this site.

Faulty goods

If something fails within the warranty period, email us with a photograph or short video. We replace or refund. You do not need the original packaging.

Refund timing

We approve most refunds the day the return is confirmed. Your bank then takes 5–10 business days to show it. If it has been longer than that, contact us and we will send you the payment reference to give your bank.