Refund policy

Return & Refund Policy

Last updated: July 5, 2026

We want you and your cat to be happy with your purchase. Please read our return policy carefully before requesting a return.

Your Statutory Rights

Nothing in this policy affects your statutory consumer rights under the laws of your country, state, or province. Where applicable law entitles you to a longer return period, a right to cancel or withdraw from your purchase, a refund to your original payment method, or other protections beyond what is described below, those statutory rights take precedence and will be honored. This may apply, for example, to customers in the European Union, United Kingdom, and Canada (including Quebec), among other jurisdictions. If any part of this policy conflicts with a legal right you have in your region, the legal right applies instead.

Return Window

You have 14 days from the date of delivery to request a return. Requests made after this window will not be accepted, except where a longer period is required by law in your jurisdiction.

Eligibility for Returns

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

Unused and in the same condition that you received it
In its original packaging, with all accessories, manuals, and parts included
Accompanied by proof of purchase (order number or receipt)

The following items are not eligible for return:

Items marked as final sale
Items damaged due to misuse or normal wear and tear
Gift cards

How to Start a Return

Email us at [support@romystore.ca] with your order number and reason for return.
We'll review your request and confirm eligibility within 1–2 business days.
Once approved, we'll provide you with the return shipping address and instructions.

Return Shipping

Customers are responsible for return shipping costs. We recommend using a trackable shipping method, as we cannot guarantee receipt of returns lost in transit.

Refunds

Once we receive and inspect your returned item, we will notify you of the approval status.

Approved returns are refunded as store credit only. Store credit is issued to your account and can be used toward any future purchase on our site.
Store credit is typically issued within 3–5 business days of receiving your return.
If you have a statutory right in your jurisdiction to a refund via your original payment method (for example, under EU, UK, or Quebec consumer protection law) rather than store credit, that right applies and we will process your refund accordingly.

Damaged or Incorrect Items

If you received a defective, damaged, or incorrect item, please contact us within 14 days of delivery at [support@romystore.ca] with photos of the issue. We'll work with you to make it right — this may include a replacement or store credit, and in these cases we will cover return shipping costs.

Order Cancellations

Orders can be cancelled for a full refund (as store credit) only if the request is made before the order has shipped. Once an order has shipped, our standard return policy applies.