Cat Palm Tree with Hammock | Cat Tree with Hammock

Return and Refund Policy

At CatSouq, your satisfaction is our priority. We aim to ensure you are completely happy with your purchase. If for any reason you are not satisfied, or if there's an issue with your order, please review our policy below.

1. Return and Refund Eligibility

General Returns (Change of Mind)

You may initiate a return for a refund within 7 calendar days from the date you received your order. For a general return, items must meet the following conditions:

• Products must be unused, unworn, unwashed, and in their original packaging.
• All original accessories must be intact and included.
• The product must be in a resalable condition.

If the return is due to a change of mind, the customer is required to bring or deliver the product to our office in Ain Khaled, Qatar at their own cost for inspection and processing.

Defective or Non-Conforming Products

If you receive a product that is defective, damaged during delivery, or does not conform to the specifications and description provided on our website, you have the right to return it for a refund or exchange, regardless of whether it has been opened to discover the defect. Please contact us immediately upon discovery of such issues.

If the product is defective or damaged upon receipt, the customer may bring it to our office, or we will arrange a pickup at no additional cost. Once inspected and verified, a replacement or refund will be issued as per our policy.

2. How to Initiate a Return

To initiate a return, please contact us within the eligible timeframe:

Email: customer@catsouq.qa

WhatsApp: ‪+974 30569002

Please provide the details of the item(s) you wish to return, along with the reason for the return. Our customer service team will guide you through the return process.

If your call is not answered, please contact us via WhatsApp as it is our primary communication channel

3. Return Conditions and Inspection

Upon receiving your returned item, we will inspect it to ensure it meets the conditions outlined in Section 1. We reserve the right to refuse a refund or exchange if the item does not meet these conditions, unless the return is due to a defect or error on our part.

Proof of purchase (such as an order confirmation or receipt) is required to process any return or refund.

4. Refunds

Once your return is approved and processed, we will issue your refund using one of the following methods:

• Bank Transfer: Refunds will be processed to your nominated bank account.

• Cash Refund: Cash refunds can be arranged for collection at our designated location.

6. Exchanges

Exchanges are subject to product availability. If the requested replacement is unavailable, a refund will be issued instead.

Exclusions (Important Notes)

Products that are damaged, opened, or missing parts due to customer misuse or error (i.e., not due to our error or a manufacturing defect) cannot be returned for a refund or exchange. For hygiene and safety reasons, certain products cannot be returned once opened or used. These include, but are not limited to, personal care items, cosmetics, and hygiene-related products.

7. Contact Us

If you have any questions about our Return and Refund Policy, or need assistance with a return, please do not hesitate to contact us at customer@catsouq.qa or through WhatsApp. Your satisfaction is our priority!

CatSouq Shipping Policy

At CatSouq, we aim to provide a seamless shopping experience with clear and straightforward delivery options. Below are the shipping zones:

Zone A: Central Doha and Surrounding Areas

Free Delivery:
The Pearl, West Bay, Al Bidda, Al Dafna, Ras Abu Aboud, Umm Ghuwailina, Najma, Old Airport, Al Thumama, Nuaija, Al Hilal, Al Mansoura, Al Muntaza, Mesheireb, Bin Mahmoud, Al Sadd, Bin Omran, Madina Khalifa, AL Markhiya, Al Rayyan AL Jadeed, Al Rayyan Al Qadeem, Duhail, Al Gharrafa, Izghawa, Abu Hamour, Ain Khaled, Muaither, Al Waab, Al Aziziyah
Al Wakra, Al Wukair, Al Mashaf, Barwa Madnatna
Lusail, Umm Salal Muhammad, Umm Salal Ali, Al Kheesa, Rawdat Al Hammama

Zone B: 

Zone B Includes all the Areas not mentioned in Zone A.
Currently we do not offer Delivery to Zone B.

Additional Information

We aim to deliver all orders within 24 to 48 hours. This timeframe represents the average delivery period for most locations. Please note that actual delivery may vary depending on your exact address, local conditions, and occasional external factors beyond our control.

• Deliveries are processed and shipped promptly upon order confirmation.
• Delivery times may vary based on your location, but we strive to ensure your products arrive as quickly as possible.
• For any inquiries regarding delivery, please WhatsApp us.

Thank you for choosing CatSouq for your cat's shopping needs!

At CatSouq, we prioritize the safety of our customers and their families. Please read the product-specific disclaimers and safety instructions carefully before using any products purchased from us. By purchasing from CatSouq, you agree to comply with the safety guidelines provided.

All products sold are for their intended use only. Any misuse or failure to follow instructions may result in damage or injury. CatSouq is not responsible for accidents or injuries caused by improper use.
Products should be kept out of reach of children; parental supervision is advised in all cases.
Always follow product instructions included with the packaging. CatSouq disclaims any liability for damage, injury, or loss resulting from misuse.

Please note that the product's appearance, colors, or specifications may slightly vary due to lighting during photo shoots, screen settings, manufacturing improvements, or human error. While we strive to provide accurate descriptions and images, minor differences may occur.