Legal
Returns and refunds
Last updated: 31 August 2026
Every Roambury order is covered by a 30-day satisfaction guarantee. If
your carrier arrives damaged, or it simply is not right for your cat, we replace it or
refund you.
How to return something
- Write to hello@thecatcarrier.com within 30 days of delivery.
- Tell us what the problem is, in a line or two. A photo speeds things up.
- We arrange the replacement or the refund to your original payment method.
If it arrives damaged
If the carrier turns up damaged, you usually do not need to send it back to be refunded. Send us a photo and we settle it from there.
How long a refund takes
We issue the refund within 14 days of agreeing it, to the payment method you used. How long it then takes to show on your statement is up to your bank — normally 5 to 10 working days.
This guarantee is on top of your legal rights
Our 30-day guarantee is something we give you. It does not replace, limit or exclude anything the law already gives you, and it cannot:
- In the United Kingdom, you have a statutory 14-day right to cancel and rights under the Consumer Rights Act 2015.
- In Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
- In New Zealand, the Consumer Guarantees Act 1993 applies to your order.
- In Canada, your provincial consumer protection legislation applies.
Where one of those rights is more favourable to you than this guarantee, that right is the one that applies. The detail, country by country, is on our Cancelling your order page.