Returns and Warranty

We are happy that you chose 10Cats for your purchase, but if you are not completely satisfied we will gladly accept most returns by mail within 30 days of receiving your item.

Please read below for terms and conditions:

"Damaged Upon Arrival" - Transit Damage

Unfortunately 10Cats cannot control what happens to product during transit and we endeavour to package all orders thouroughly to prevent this type of damage. However, from time to time, damage during transit does occur, especially to extremely fragile items. 

If your goods from Australia Post arrived damaged, to make a claim you must do the following: 

1. Keep all of the orginal boxes and packaging. 
2. Take photos of the damaged goods in their orginal packaging as they where packed and take photos of the damage. Send these images via email to support@10cats.com.au along with the order number. We will then provide you with the order invoice. 
   
3. You are now required to take the damaged items, the invoice and the orginal packaging materials to your nearest Auspost store and lodge a claim. They will wish to inspect how the products were packed. 
4. Auspost covers damage during transit items up to a value of $100. For orders greater than $100 10Cats recommends selecting the insurance option during checkout.
5. If you experience any difficulty with this process or are refused a refund please contact support@10cats.com.au and provide us with you Auspost claim reference and we will assist.

"Unopened Product Returns"  

We want you to be happy with your purchase. However, if you have changed your mind or bought the incorrect product you may return it for a refund of the purchase price, an in-house credit, or exchange for another product. 

To qualify for Change of Mind returns products must be in original packaging and unopened.  

If you wish to return an item please email support@10cats.com.au within 30 days of receiving your product for returns approval. Once approved you will receive a pre-paid return label via email.

If you choose to receive a refund, the cost of the return shipping with be deducted from your refund. 

Refunds can only be paid to the credit card that was used to make the purchase.

If your product was purchased using a store gift card only store credit can be offered in return. 

Your email must include:

• Your reasons for the return request
• Your 10Cats order number 
• A clear picture of the product in its original packaging
• Your contact phone number

Note: Change of mind/Unopened Product Returns do not apply for items marked as on 'sale' or purchased in the clearance collection. 

"Opened Product Returns"

10Cats will only accept a return of an open product under the following two categories:  defective product, damage during transit, or warranty claim.

A defective product is described as a product that was shipped to you with a defect. 

A warranty claim is described as a product that develops a fault due to manufacturing processes within the warranty period (usually 1 year). 

Both defective product and warranty claims will not be accepted if any of the store product have been used for commercial purposes. 

Defective Product Returns

A defective product claim must be made within 30 days of receiving your product.

If you believe you have received a defective product please email support@10Cats.com.au

Your email must include: 

• The fault description and pictures of the problem. 
• Your 10Cats order number 
• Your contact phone number

10Cats will respond to provide you with assistance or to provide you with a return authorisation pre-paid shipping label via email. 

If 10Cats determine the unit has a manufacturing fault or failed under warranty within 30 days of receiving your item we will cover shipping costs to replace the product for you.   

Warranty Returns

A warranty claim must be made within 1 year of purchase.

If you wish to make a warranty claim please email support@10cats.com.au

Your email must include: 

• The fault description and pictures of the problem. 
• Your 10Cats order number 
• Your contact phone number

10Cats will respond to provide you with assistance or to provide you with a return authorisation pre-paid shipping label via email. 

If 10Cats determine the unit has a manufacturing fault or failed under warranty we will cover shipping costs to replace the product for you. 

If the product is no longer available we will offer store credit to the value of the original product purchase price.

Note: Warranty claims do not apply to consumable items e.g., inks, dyes, embellishments, paints, tapes, glues ect...